Braulio Miguel Guevara Luna

• Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
• Managed real-time inbound call traffic across multiple contact center locations.
• Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
• Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
• Prepared and maintained reports, dashboards and monthly packages.
• Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
• Optimized schedules, forecasts and other tools to present to management.
• Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
• Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
• Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
• Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
• Managed overtime, shift swaps, breaks and PTO requests.
• Worked with management to develop strategic and tactical plans to meet different requirements.

Oversaw real-time shift transition monitoring between afternoon-to-night and night-to-day shifts, ensuring seamless handovers and continuous security coverage

· Acted as primary point of contact for last-minute call-offs and no-call/no-shows (NCNS), proactively finding and assigning replacement coverage

· Maintained constant communication with security personnel and management via phone calls, text messages, Microsoft Teams, and email to coordinate responses and relay urgent updates

• Evaluated student progress regularly, providing timely feedback for continuous improvement in academic performance.
• Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the classroom.
• Continually pursued professional development opportunities to stay current with educational trends and research, ensuring high-quality instruction for all students.
• Organized and participated in extracurricular activities that fostered a sense of community and enriched the educational experience for students outside the classroom setting.
• Promoted critical thinking by designing challenging assignments that required students to analyze and synthesize information.
• Maintained accurate records of student performance, using data-driven analysis to inform instructional decisions.

• Developed innovative lesson plans to engage students in English language learning.
• Prepared and implemented lesson plans covering required course topics.
• Increased student motivation by providing timely feedback and recognizing individual achievements.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

• Assisted call-in customers with questions and orders.
• Increased sales revenue by consistently meeting and exceeding sales targets.
• Enhanced product knowledge through continuous training and professional development opportunities.
• Achieved top performer status within the company due to consistent high sales numbers.

• Provided oral interpretations for clients during special events, successfully maintaining pace with native speakers to deliver real-time comprehension.
• Enhanced communication between clients and non-English speakers by providing accurate translations in real-time conversations.
• Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
• Communicated with clients to understand interpreting needs and provide best service possible.
• Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.