Interval coverage
Heatmap that layers forecast vs. staffing every hour to highlight CX adjustments.
Jean Cruz Data analyst — Lima · Remote
I turn data into clear decisions.
Data analyst focused on CX and WFM. I design executive dashboards and forecasting processes, integrating Python / SQL / Power BI / Looker Studio to answer business questions and prioritize actions.
- Interval forecasting and capacity planning for multichannel operations.
- Executive dashboards with lightweight alerts and recurring reviews.
- Automation of reports and data flows to save operational time.
Actionable dashboards
Sample reports covering interval coverage, proactive alerts and channel productivity.
Proactive alerts
Control tower view combining backlog, SLA and capacity to trigger preventive playbooks.
Channel productivity
Comparative report aligning interactions, staffing and experience across CX channels.
About
Business-oriented data analyst. I connect forecasting, dashboards and automation so operations can decide fast.
I partner with CX/WFM teams and business functions to align capacity, demand and follow-up.
- I integrate Python/SQL/Power BI with internal sources into a reproducible flow.
- I design simple dashboards with clear priorities and follow-up cadences.
Skills
Languages
- Python
- SQL
- DAX
BI & Data
- Power BI
- Looker Studio
- Excel/Sheets
- ETL/Modeling
CX–WFM
- Coverage planning
- Interval forecasting
- Automation with Python/SQL
Featured work
Recent collaborations connecting forecasting, executive dashboards and automation for CX.
Tinka Analytics
Full-stack application integrating Snowflake as data warehouse, Python for statistical analysis, and Streamlit for interactive visualization. Features historical frequency analysis, optimized combination generator, and ML-powered recommendation engine for pattern prediction.
WFM Control Tower
Real-time control tower that unifies coverage, demand and operational health with predictive alerts per channel.
Smart Shift Generator
Shift engine that simulates FT/PT and rest combinations to sustain SLA while protecting team wellbeing.
Multi-country Walk-Forward Forecast
SARIMA + XGBoost ensemble delivering hourly LTF/STF scenarios with confidence bands for multichannel CX.
CX Recovery Playbook
Executive dashboard that merges NPS, backlog and capacity to focus squads on the highest-impact fixes.
Experience snapshot
Workforce Lead — CX Operations
- Regional planning that turns forecasts into staffing and budgeting roadmaps.
- Executive dashboards and governance rituals for leadership teams.
Senior CX Planner — Global Operations
- Automated reporting and daily dashboards with Python/SQL/Power BI.
- Implemented walk-forward forecasting and multichannel productivity insights.
Background in Communications & Advertising · Data/BI and WFM certifications.
Interactive resume
Explore the latest version of my resume right on the site. Print it or save it as a PDF directly from your browser.
Contact
Need to strengthen WFM or BI? Let's jump on a short call.