Ricardo G

Director of Business Intelligence

Transworld Systems Inc.

Jan 2025 - Present • 1 yr 9 mos

Lead Business Intelligence for a US financial services and receivables management company. Own the BI and reporting platform (SQL Server, Power BI, Microsoft Fabric), workforce analytics and automation with Power Automate and AI. Results: about $2.5M saved by moving from equipment rentals to a hardware purchase strategy, $1.3M recovered by auditing vendor charges and invoices, and 17-21% monthly ROI from process savings.

Director of Workforce Management and Analytics

iVox Solutions

Nov 2023 - Jan 2025 • 1 yr 2 mos

Directed workforce management and analytics for contact center programs: forecasting, capacity planning, Erlang C staffing models, KPI reporting and automation in Power BI and Power Automate. Built dashboards for operations and clients and standardized WFM processes across programs.

Senior Manager, Global Workforce Management

Transworld Systems Inc.

Oct 2021 - Nov 2023 • 2 yrs 1 mo

Led global workforce management for US collections and customer service operations: forecasting, capacity planning, scheduling and real-time management across sites. Managed 50 people through 4 team leads and supported operations of up to 7,500 agents. Built the reporting and staffing models used by operations and finance.