Jennifer Bonilla
@jenniferbonilla
Workforce Management Analyst turning real-time data into KPI dashboards, scheduling optimization, and measurable operational savings.
El SalvadorWhat I'm looking for
I’m a data-driven Operations and Workforce Management Analyst with 5+ years of experience delivering actionable insights to global, cross-functional teams. I combine deep WFM expertise (NICE IEX, Verint, Calabrio) with strong analytics in SQL, BigQuery, and Power BI to drive operational efficiency and cost savings.
In my current role, I identified and implemented demand-based scheduling optimization for 2 departments, generating an estimated annual operational saving of $32,110+, and I built a SharePoint-based internal workspace from scratch to establish SLA tracking and KPI visibility. Previously, as a Real-Time / WFM Analyst, I monitored real-time and historical contact center performance for 60–80 agents per site across multiple countries, providing daily intraday updates and weekly performance reports while proactively flagging staffing gaps and performance risks.
Experience
Work history, roles, and key accomplishments
WFM & Operations Analyst
Euronet
Jan 2024 - Present (2 years 5 months)
Identified and implemented a demand-based scheduling optimization for two departments, generating an estimated annual operational saving of $32,110+. Built a SharePoint workspace from scratch and delivered Power BI/Excel dashboards for productivity, cost metrics, and SLAs used by HR, Sales, Finance, and cross-border teams in Mexico.
Real-Time Analyst / WFM Analyst
TELUS International
Jan 2021 - Jan 2024 (3 years)
Monitored real-time and historical contact center performance for teams of 60–80 agents per site across multiple countries, delivering daily intraday updates and weekly performance reports to operations and leadership. Tracked agent availability, adherence, and productivity using NICE IEX, Verint, and Calabrio, flagging staffing gaps and performance risks to enable fast, data-informed staffing dec
Education
Degrees, certifications, and relevant coursework
Gerardo Barrios University
Computer Engineering Technician, Computer Engineering
Completed a Computer Engineering Technician program at Gerardo Barrios University.
Coursera
Google Data Analytics Professional Certificate, Data Analytics
Earned the Google Data Analytics Professional Certificate via Coursera.
Coursera
Google Project Management Professional Certificate, Project Management
Earned the Google Project Management Professional Certificate via Coursera.
DataCamp
Data Governance Fundamentals, Data Governance
Completed DataCamp training in Data Governance Fundamentals.
Tech stack
Software and tools used professionally
Availability
Location
El SalvadorAuthorized to work in
Job categories
Skills
Interested in hiring Jennifer?
You can contact Jennifer and 90k+ other talented remote workers on Himalayas.
Message JenniferFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
