Johel Varela

Operations professional with a strong analytical foundation, combining hands-on data quality assurance, business reporting, and process improvement experience with technical skills in Excel, Python, Pandas, and SQL. Skilled at turning operational data into forecasts, dashboards, and reports that support business decisions. Currently deepening data analysis expertise through a technical program at Universidad CENFOTEC.

WFM Analyst at 5CA (2026-08 – Present)

Workforce Management

• Analyze historical volume and performance data to forecast staffing needs and build agent schedules.
• Track real-time workforce metrics and adjust scheduling to maintain service level targets.

Labeling Specialist at DoubleVerify (2025-08 – 2026-07)

Data Quality & Labeling

• Performed data labeling and quality assurance for AI training datasets, maintaining high accuracy and consistency standards.
• Applied structured review processes to identify and correct labeling errors, supporting reliable dataset outputs.

Escalation Specialist at Teleperformance (2025-01 – 2025-07)

Operations & Reporting

• Managed Jira workflows, ticket routing, and case distribution to streamline escalation handling.
• Designed workflow automations to reduce manual processing and improve team efficiency.
• Built business reports and presentation materials for Weekly and Quarterly Business Reviews (WBR/QBR).
• Partnered with leadership to translate reporting insights into process improvements.

Content Moderator at Teleperformance (2024-01 – 2024-12)

Gaming Support Specialist at 5CA / 2K Games (2023-08 – 2024-01)

Customer Support Specialist II at Experian (2023-04 – 2023-08)

Subject Matter Expert at Concentrix (2022-10 – 2023-02)

Customer Service Advisor at Concentrix (2022-02 – 2022-10)

Technical Program in Data Analysis – Universidad CENFOTEC (2025)

National High School Diploma & Technical Degree in Architectural Drawing – Colegio Técnico Profesional de Ulloa (2014 – 2019)