Josué Zúniga

Reporting Analyst

• Collect, clean, transform, and analyze large datasets to generate actionable insights for business decision-making.
• Build automated dashboards and reporting solutions using Power BI, Excel, Power Query, and SQL.
• Perform Workforce-related analysis including staffing models, capacity planning, hour allocation, forecasting, trend analysis, and performance tracking.
• Provide reporting and analytical support to Operations, QA, Training, Workforce, and Leadership teams.
• Ensure high data accuracy through validation processes, reconciliation, and quality checks.
• Develop automation solutions, advanced formulas, scripts, and data workflows to reduce manual effort and improve efficiency.
• Create relational data models and optimize report performance.
• Communicate insights clearly through data storytelling, reports, executive summaries, and presentations.
• Collaborate with cross-functional teams to identify analytical needs, define KPIs, and support strategic initiatives.

RTA Specialist

• Managed real-time performance for 6 Amazon LOBs, flexing agents across queues to meet vendor and company SLAs.
• Coordinated continuously with Site Director, Operations, and WFM teams in Honduras, US, and Jamaica to review forecasts, staffing, shrinkage, occupancy, and interval performance.
• Delivered daily Intraday Reports, Shift Checker, Shrinkage Vendor, commits analysis, AHT, and phone-time dashboards for leadership decision-making.
• Improved forecasting accuracy and reporting quality by developing advanced formulas, dashboards, and automation scripts.
• Built a micro-system to prevent 12-hour violations, achieving the lowest COC violations in the region.

Team Manager

• Led a team of 15 agents, providing coaching, feedback, and performance development.
• Resolved payroll discrepancies and managed PTO, vacation, holidays, and medical escalations.
• Communicated weekly performance, attendance, and goal progress via structured email reports.
• Applied coaching techniques such as rapid fire, instant feedback, and live monitoring to improve results and reduce attrition.
• Worked closely with QA, HR, and Management to set and achieve weekly and quarterly goals.

Data Analyst Specialist

• Analyzed datasets and databases to generate insights on company performance across years, months, and specific dates.
• Developed dashboards for operations to support data-driven decision-making.
• Automated processes to reduce manual work and improve reporting accuracy.
• Created reports, pivot tables, and models to streamline workflows.
• Built Power Query connections and relational data models in Excel.
• Designed advanced formulas for KPIs, metrics, and data transformations.
• Improved procedures using VBA macros

Customer Support & Technical Roles

• Inbound calls for troubleshooting, finance, sales, and account/product support.
• Chat support representative handling troubleshooting and customer guidance.
• Tier 2 agent resolving network issues within required SLAs.
• Retail Support: point of contact for US retail stores, providing network assistance.

Graphic Designer

• Designed marketing materials including brochures, product catalogs, business logos, and brand assets.
• Managed full design projects for marketing agencies, including strategy, complex graphic editing, and website content updates.
• Performed printer and plotter calibration to ensure color accuracy and design standardization.
• Worked with diverse printing formats and materials (canvas, satin, matte, photographic paper) across multiple scales.
• Expert in color profiles and tools such as Adobe Photoshop, Illustrator and InDesign