Sorin Cruceru

I am a Business Analyst with Information Technology background:

I have 3 big areas of expertise: Business Intelligence (Budgeting, Forecasting, Invoicing, Project Management, Profitability Models, Reporting and Analysis)

Workforce Management (Attendance, Adherence, Scheduling, Forecasting, Shrinkage, Payroll, Attrition Forecasts)

Technical Support (Business Application Platforms - Microsoft - PowerBI, Microsoft Flow, PowerApps)

Below you can find some of my capabilities:

-  Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats

-  Support business and financial reviews to ensure key metrics are met; implement action plans to correct potential deviations

-  Identify process problems and implement new and improved processes

-  Examine information from stakeholders (clients requests/internal requests) to assess the risk of their implementation or benefits, proposing specific investment methods

-  Documentation of process and work flows: development of clear and detailed process maps and business requirements

-  Collaborate with the project managers to meet company objectives, business controls, and compliance requirements;

-  Collect and analyze process data to initiate, develop and recommend business practices and procedures that focus on enhanced client experience, increased productivity and reduced cost

-  Review and analyzes information, forecasts, methods, processes and procedures to improve existing or absent workflows

-  Interpret historical, current, and projected data to identify problems, causes

-  Analyze of the variance, impact and evolution of the estimated vs. achieved company KPIs

-  Manage the payroll and analyzing the monthly bonuses

-  Invoicing process (using SAP)

-  Workforce dept support and new process and procedure implementation. Manage the Workforce Department and the Business Intelligence Department

-  Coordinate the Workforce Management Team build the Forecasting the Scheduling Modules

Prepare and manage day-to-day staffing schedules to ensure optimal coverage and queue efficiency

• Analyze call center volume, productivity, and patterns to optimize staffing levels. Make schedule adjustments if needed Model current and future staffing levels

• Advise management on long-term coverage trends to help ensure that Service Levels are met. Work with the leadership team to continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources

• Administration of Workforce Management tools

• Track, analyze and report on project and agent performance

• Analyze and report historical data and trends and develop forecast models

• Complete accurate and timely scheduling reports highlighting staffing concerns that would impact key metrics ----Responsible for managing intraday activity

Responsible for managing the Payroll working hours reports

Responsible for various daily, weekly, monthly, trimestral Reports (Roster Report, Attrition, Attendance, Scorecards, Staffing Reports, Adherence Report, Shrinkage Report)