Open to opportunities

Celia Arroyo

@celiaarroyo

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Business analyst specializing in WFM, forecasting, and Power BI-driven insights.

United States

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What I'm looking for

I seek analyst roles where I can apply forecasting, WFM and Power BI skills to automate processes, improve capacity planning, and deliver actionable operational insights in a collaborative environment.

I am a results-driven business analyst with 7+ years of experience in multi-channel call centers, focused on forecasting, capacity planning, and translating complex data into actionable insights. I combine technical expertise in Power BI, SQL, Excel and WFM applications with strong analytical judgment to improve operations and decision-making.

At DHL Express I led migrations from Excel to Power BI, developed operational and shift-level reporting, and automated inspection workflows with Microsoft Lists and Power Automate—driving visibility into revenue, shipment trends, and KPI adherence. I also managed real-time grade-of-service, forecasted inbound call volumes, and conducted capacity planning for customer care teams.

I am dependable, task-oriented and adaptive to change, communicate clearly with empathy, and enjoy training teams on new WFO systems and resolving data integrity issues through root-cause analysis to deliver measurable operational improvements.

Experience

Work history, roles, and key accomplishments

Current

Professional Business Analyst

Current

DHL Express

Jul 2023 - Present (2 years 3 months)

Streamlined data and reporting processes across operations, migrating manual Excel workflows to Microsoft Lists, Power Automate, and Power BI to improve insight into revenue and shipment trends and ensure KPIs were met across U.S. stations.

Power BI SQL Excel)Power Automate Avaya WFO AWE Forecasting Capacity Planning

Sr. Workforce Planning Business Analyst

DHL Express

Jul 2018 - Jul 2023 (5 years)

Managed real-time grade of service and forecasted inbound call volumes for multiple queues, conducted capacity planning, trained supervisors on WFO rollouts, and developed reports to identify data integrity issues and root causes.

Forecasting Workforce Management WFO Systems Avaya Excel)Reporting Root Cause Analysis Capacity Planning

Customer Contact Advisor

DHL Express

Apr 2017 - Jul 2018 (1 year 3 months)

Resolved customer account inquiries using database and web tools and identified process and technology improvement opportunities to enhance service delivery.

Customer Service CRM Process Improvement Communication