Open to opportunities

Ivanna Hinojosa

@ivannahinojosa

I’m a bilingual Operations & Workforce Specialist optimizing real-time performance, scheduling, and data-driven coverage.

Colombia

Message

What I'm looking for

I’m looking for a remote-friendly operations role where I can own real-time workforce performance, improve scheduling and coverage using KPIs, and collaborate cross-functionally to prevent disruptions and drive continuous process optimization.

I’m an Operations & Workforce Specialist trained with an MBA focus on process improvement, operational efficiency, and cross-functional collaboration. I work in remote, time-sensitive environments, using real-time performance management to keep service continuity strong.

In workforce operations, I monitor schedule adherence and coverage across multiple projects and accounts, manage intraday scheduling adjustments, and process time-off and shift changes through Zendesk. I maintain and update workforce management systems (Verint), run daily line checks and weekly schedule audits, and use KPI tracking to surface coverage risks and propose adjustments that protect service levels.

Beyond workforce management, I bring data-driven execution from property due diligence (municipal databases, legal documentation validation, and structured client reporting) and logistics coordination (dispatching, transportation route monitoring, and stakeholder communication). I also have front-line experience in customer service and bilingual interpretation, which sharpens my ability to communicate clearly with teams, drivers, and clients under pressure.

Experience

Work history, roles, and key accomplishments

Workforce Operations Coordinator

5CA

Oct 2024 - Apr 2026 (1 year 6 months)

Monitored real-time workforce performance and schedule adherence across multiple global projects and accounts to maintain optimal coverage. Managed intraday scheduling changes and maintained Verint workforce management data, coordinating with operations and IT teams to resolve technical and scheduling issues in real time.

Workforce Management Scheduling coordination KPI Tracking Zendesk

Property Data Analyst

PropLogix

Aug 2024 - Apr 2026 (1 year 8 months)

Performed property due diligence using municipal databases and online records to produce accurate, structured client reports. Validated legal and property documentation for compliance, managed large data volumes for timely updates, and coordinated with internal teams and clients to meet reporting deadlines.

Data Analysis Due Diligence Validation Data Quality Assurance Reporting Client Coordination & Compliance Document Processing

Logistics Coordinator & Dispatcher

Teleperformance Colombia / Draiver Inc.

Jul 2023 - Jul 2024 (1 year)

Coordinated logistics operations by confirming unit availability, scheduling dispatches, and ensuring timely execution. Monitored transportation routes with real-time updates, communicated with drivers and stakeholders to keep logistics flowing, and resolved operational issues to improve coordination and delivery timelines.

Logistics Coordination Dispatching Route Monitoring Stakeholder Management Scheduling Real Time Updates Communication

Bilingual Interpreter

Propio Language Services

Nov 2022 - Mar 2023 (4 months)

Provided real-time English–Spanish interpretation in professional settings, ensuring accurate and culturally appropriate communication. Handled sensitive information with confidentiality and professionalism while supporting timely and clear interactions.

Bilingual Interpretation English Spanish Translation Confidentiality Real Time Communications Cultural Adaptation Professional communication Accuracy Time Sensitive Support

Bilingual Customer Service Agent

Atlantic BPO / Teleperformance

Aug 2021 - Nov 2022 (1 year 3 months)

Managed customer inquiries across multiple channels while maintaining service quality and efficient issue resolution. Collaborated with internal teams to resolve complex cases and improve customer experience.

Customer Service Bilingual Communication Multichannel Support Service quality Cross Functional Collaboration Problem Solving Customer Experience Accuracy