Workforce Data Analyst and KPI Reporting
Resume:
Work History
Data Analyst Workforce
Analyst Business
Analytics I Technical
Support
Yeabsira
Baheru
Contact
Address
VA ZIP_US
Phone
*****************@*****.***
WWW
Bold Profile
WWW
https://www.linkedin.com/in/yeab
sira-baheru-18a3831a0/
Education
2022-07
Bachelor of Science:
International Business
Management
Clark University
Skills
• Workforce Forecasting
• KPI Analysis
• Service Level Analysis
Insights-driven analyst with 6+ years of experience converting operational data into strategic business decisions. Skilled in workforce planning, KPI reporting, forecasting, and dashboard creation across SAP, Salesforce, CRM, and Excel. Expertise in trend analysis and staffing optimization to enhance operational efficiency and drive informed business outcomes.
Workforce Planning Analyst
MGM Resorts, Oxon Hill, MD
2025-07 -
Current
Analyze workforce data and forecast staffing requirements for over 3,500 employees.
•
Develop daily, weekly, and monthly operational reports and dashboards for leadership.
•
Monitor key performance indicators including Service Level, Occupancy, ASA, AHT, and Abandonment Rate.
•
Analyze historical call volume trends to optimize
workforce scheduling and staffing efficiency.
•
Collaborate with leadership to develop staffing models based on changing business demands.
•
Identify scheduling improvements through operational data analysis.
•
Maintain workforce management systems and
communicate system performance issues.
•
Produce executive reporting packages that support
strategic decision-making.
•
Field Service Operation Specialist
Alcon Global Services
2023-10 -
2024-06
Managed operational data using SAP Business One and CRM systems.
•
Maintained high-quality master data and ensured data integrity across enterprise systems.
•
Generated reports supporting service operations, contract management, and invoicing.
•
Configured preventive maintenance plans and monitored service contract performance.
•
Analyzed customer service requests and coordinated engineer scheduling.
•
Maintained accurate pricing, inventory, and service records within SAP.
•
Supported process improvements through accurate
reporting and system optimization.
•
Global Inbound Specialist
SAP
2022-12 -
2023-05
Supported enterprise operations using SAP Business One
(SAP B1), ERP, and Warehouse Management Systems
(WMS)
•
• Trend Analysis
• Average Handle Time (AHT)
Average Speed of Answer
(ASA)
•
• Occupancy Analysis
• Abandonment Rate
• Scheduling Optimization
• Capacity Planning
Reporting & Dashboard
Development
•
• Microsoft Excel
Certifications
University Of Maryland AI and
Career Empowerment
AWS Skills Center – Demystifying
Generative AI
NVIDIA Jetson Nano AI Training
Learn OpenUSD: Understanding
Model Kinds
Learning C# (2022)
Analyzed operational and customer data to support sales performance and process improvement
•
Ensured data accuracy across SAP and CRM systems to maintain reliable business reporting
•
Collaborated with cross-functional teams to streamline workflows and improve operational efficiency
•
Resolved ERP and system issues to minimize operational disruption
•
Managed user access and permissions in alignment with data governance and security standards
•
Business Operations & Customer Solutions
Sitel
2019-10 -
2023-09
Managed enterprise data in Salesforce/CRM, ensuring high data accuracy and process efficiency
•
Produced operational and business analytics reports supporting fraud, payments, inventory, and merchant operations
•
Partnered with cross-functional teams to improve
workflows and reporting performance across enterprise programs (Square, Lyft, Abbott)
•
Delivered insights using BI tools and sales analytics to support decision-making
•
Maintained detailed documentation, case tracking, and service-level compliance
•
Contact this candidate