Daniel Solis
@danielsolis
I turn operational data into reporting, workforce plans, and process improvements that improve service delivery.
Costa RicaWhat I'm looking for
At Accenture, I analyzed Healthcare and Trust & Safety operations, translating KPI, SLA, quality, productivity, and customer experience data into business insights for clients and senior stakeholders.
I improved SLA attainment from 95% to 100% through workforce planning and operational governance, and increased productivity by 35% through workflow optimization and process standardization.
I supported the launch and scaling of a 50+ headcount Life Insurance program and a 250+ Content Moderation operation, using workforce analysis, reporting, and risk identification to maintain stability during rapid growth.
Earlier at Concentrix, I progressed across customer service, training, workforce management, and operations roles. I monitored real-time performance, supported capacity planning, and coached 5–8 employees who advanced into leadership, training, quality, and workforce management roles.
Experience
Work history, roles, and key accomplishments
Progressed through increasing levels of responsibility supporting Healthcare and Trust & Safety operations, focusing on operational analytics, performance reporting, and process improvement. Analyzed operational performance using KPI, SLA, Quality, and other data to identify trends and improvement opportunities.
Supported operational analytics and performance reporting for Healthcare and Trust & Safety operations. Contributed to workforce planning, process improvement, and client-facing business insights.
Delivered training programs to support customer service operations. Developed employees through structured coaching and performance development.
Led a team in customer service operations, analyzing performance across service levels, quality, and productivity. Managed escalations and coordinated with cross-functional teams to improve customer service outcomes.
Monitored real-time workforce performance, including staffing levels, schedule adherence, and service levels. Supported capacity planning and workforce allocation by analyzing staffing requirements and forecast alignment.
Provided customer service support, handling escalations and service recovery situations. Analyzed underlying service issues and coordinated with cross-functional teams to ensure timely resolution.
Education
Degrees, certifications, and relevant coursework
Coursera
Google Project Management Certificate, Project Management
Completed the Google Project Management Certificate through Coursera.
CINDE
Storytelling & Collaborative Leadership, Leadership
Completed the Storytelling & Collaborative Leadership program offered by CINDE.
Academia Tecnología UCR
IT Essentials Cisco, Information Technology
Completed the IT Essentials Cisco course at Academia Tecnología UCR.
Tech stack
Software and tools used professionally
Availability
Location
Costa RicaAuthorized to work in
Salary expectations
Social media
Skills
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