Your Portfolio - Workforce Management Professional

About Me

With over 10 years of experience in Workforce Management, I specialize in forecasting, scheduling, and real-time monitoring. I excel in building WFM systems and resolving technical issues using tools such as IEX and Excel..

Experience

Workforce Management Analyst Supervisor - iQor (5 years)
Real-Time Analyst - iQor (3 years)
IEX Administrator WFM Support - iQor (2 years)

Skills & Tools

IEX WFM, Teleopti, CUIC, Picasso, CRO, CCR
Advanced Excel: Proficient in PivotTables, VLOOKUP, XLOOKUP, INDEX-MATCH, conditional formatting, data validation, and dashboard creation. Skilled in automating reports using formulas and tools like Flash Fill, Goal Seek, and Scenario Manager.
Real-Time Monitoring & Reporting

Projects & Achievements

Workforce Efficiency Optimization
IEX WFM System Implementation

Excel Projects

📈 Real-Time Adherence Tracker
Built to monitor agent adherence using real-time data. Uses IF statements, VLOOKUP, and conditional formatting. Resulted in 25% improved accuracy in adherence reporting.
📊 Weekly Performance Dashboard
Analyzed KPI metrics by queue/team using PivotTables, SUMIFS, and data validation. Cut report generation time by 40%.
⏱️ Intraday Service Level Monitor
Tracks call metrics throughout the day using INDEX-MATCH and real-time formulas. Helped maintain SLA above 95% consistently.

" alt="Attendance Tracker Screenshot" width="500">

Contact Me

Email: lealdennis110@gmail.com

LinkedIn: www.linkedin.com/in/dennis-leal-0b52695b