josue felix

Developed an AI-assisted planning tool on an internal Claude-powered platform to compare historical performance against staffing plans and generate recommendations. Identified staffing gaps and secured approval for 48 additional internal agents, and coordinated site selection and shift bids during a vendor exit.

Established weekly forecasting reviews and built staffing models for a bilingual Small Business launch. Developed a daily audit of agent and skill assignments, reducing agent-coding errors from 17% to 3%.

Replaced manual data pulls with SQL-connected forecasting workbooks and Tableau/Power BI dashboards. Presented scheduling scenarios to leadership and partnered with Marketing to assess contact volume for a product launch.

Linked marketing campaigns and product launches to contact-volume trends, identifying 10-20% higher campaign volume. Aligned holiday staffing and time off with post-holiday demand, and coordinated staffing during Winter Storm Jonas.

Provided real-time workforce support for 500 agents across three queues, reallocating agents and adjusting breaks to address intraday gaps. Helped implement workforce-platform bulk uploads, reducing processing time from 12 to 4 minutes.

Bachelor of Science in Database Applications from Southern New Hampshire University, completed in 2021.

Associate of Science in Computer Networking Operations from Katherine Gibbs College, completed in 2003.