Alberto Ricaño Hernández
Solution Enhancer
Monterrey,NLE
Summary
Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Real-Time Analyst
XO LATAM
03.2021 - Current
- Career Objective: Ensure the client's requirements are met on staff forecasting and schedule management.
- Real-time data analysis and real-time staff management funneled to meet the service levels.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
E-billing Supply Services
1 2010 - 1 2017
- Electronic billing sales
- Electronic Invoicing management options provided
Customer Service IBO
Sutherland Global Services
01.2020 - 01.2021
- Sales - Retention department
Customer Service Guest Representative
Booking.com
01.2018 - 01.2020
- Complaint management and resolution for a wide range of Guest-Accommodation scenarios prior to, during and after stay
Supply Chain Manager
ProTrans International
01.2017 - 01.2018
- Expedited freight delivery option sale as consol network alternative for critical shipments
- Supply Chain Management for different accounts (mainly automotive accounts) on Consolidation network service
- Shipment scheduling and monitoring (Track and Trace) with point to point expedite options provided on demand
- Account receivable management for such accounts within the consol network
- Continuous improvement dynamic to meet the customer´s needs and expectations
- Control and planning throughout corporate agreements for those account´s specific needs and goals oriented
- APB emission for monitoring and reinstatement to the network for lost shipments
- Follow up on reports, high performance customer service, problem solving and decision making
Education
International Business Management - Facultad de Ciencias Administrativas y Sociales
Universidad Veracruzana
01.2001 - 01.2005
Skills
Leadership
Customer oriented communication skills
Analytical Skills
Adaptive Planning
Continuous Improvement
Scheduling Management
Trend Analysis
Problem-Solving
Decision-Making
Team building
Areas Of Interest
- Technical support for customers
- Root cause finding and Action plan implementation
- Account management
Timeline
Real-Time Analyst
XO LATAM
03.2021 - Current
Customer Service IBO
Sutherland Global Services
01.2020 - 01.2021
Customer Service Guest Representative
Booking.com
01.2018 - 01.2020
Supply Chain Manager
ProTrans International
01.2017 - 01.2018
International Business Management - Facultad de Ciencias Administrativas y Sociales
Universidad Veracruzana
01.2001 - 01.2005
E-billing Supply Services
1 2010 - 1 2017