Erick Villa Aguirre
UX Process Analyst
Hermosillo,Son.
Summary
Motivated Process Analyst offering 11 years of experience in various contact center industry roles. Analytical and logical mindset with skill in developing actionable solutions to meet business needs. Friendly and approachable with excellent communication and leadership skills.
Overview
11
11
years of professional experience
Work History
UX Process Analyst
Teleperformance
09.2020 - 06.2024
- Conducted walk-through demonstrations of proposed process changes.
- Produced documentation outlining process improvement solutions.
- Increased customer satisfaction by implementing improved processes that addressed service delivery issues.
- Increased efficiency and team performance by implementing actionable process improvements.
- Identified bottlenecks within workflows, implementing solutions that bolstered overall throughput capacity.
- Streamlined business operations through the development of comprehensive process maps and documentation.
- Analyzed and documented company processes for executive leadership and suggested areas for improvement.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Delivered successful process improvement initiatives, resulting in reduced cycle times and increased productivity.
- Conducted root cause analyses to pinpoint underlying problems within existing processes, enabling targeted improvements.
- Pinpointed cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts.
- Conducted regular audits of internal processes, ensuring compliance with industry regulations and company policies.
- Identified and resolved process issues to drive optimal workflow and business growth.
Trainer
Teleperformance
02.2016 - 09.2020
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Collaborated with subject matter experts to create accurate training content.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Implemented gamification techniques in training sessions, boosting learner engagement and participation.
- Streamlined onboarding process, reducing new hire ramp-up time.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Worked with vendors to customize courseware to accommodate business needs.
Floor Supervisor
Teleperformance
02.2015 - 02.2016
- Held team meetings to gain feedback and provide updates.
- Met with management to discuss work plans and develop enhancements and strategies to achieve operational objectives.
- Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Served as a positive role model for staff, exemplifying strong leadership qualities and a commitment to company values.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Collaborated with management team for strategic planning purposes, offering valuable insights based on firsthand experience at the floor level.
- Reduced staff turnover rates by fostering a positive work environment and promoting open communication.
- Mentored new hires in company policies, job responsibilities, and expectations, ensuring successful integration into the team.
- Collaborated with other departments to drive successful completion of assigned tasks.
- Monitored production levels and implemented measures to increase output.
Quality Assurance Specialist
Teleperformance
11.2014 - 02.2015
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored QA specialists, fostering a culture of continuous learning and professional growth.
- Implemented corrective action plans working closely with relevant departments.
- Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.
- Facilitated seamless integration of new software features, closely monitoring for bugs and inconsistencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
Customer Service Representative
Teleperformance
05.2013 - 11.2014
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Instituto Vanguardia
Hermosillo, Son, MexNo Degree - Graphic Design
Universidad De Sonora
Hermosillo05.2016
Skills
Team Collaboration
Adaptability
Process Documentation
Skilled in Adobe illustrator & Adobe Photoshop
Workflow Analysis
Proficient in:
- Lean Six Sigma
-Process Analysis
-Process Improvement
-Process Mapping
-Microsoft Excel
Languages
English
Proficient
C2
Spanish
Advanced (C1)
Timeline
UX Process Analyst
Teleperformance
09.2020 - 06.2024
Trainer
Teleperformance
02.2016 - 09.2020
Floor Supervisor
Teleperformance
02.2015 - 02.2016
Quality Assurance Specialist
Teleperformance
11.2014 - 02.2015
Customer Service Representative
Teleperformance
05.2013 - 11.2014
High School Diploma -
Instituto Vanguardia
No Degree - Graphic Design
Universidad De Sonora
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