MS Excel
Gerardo Gabriel Téllez Reyes
Workforce Management Analys
San Juan,CMX
Summary
Workforce Management Analyst with 3 years of real-time experience in contact center operations. Skilled in IEX, Excel (advanced), and KPI reporting (ADH, SLA, AHT, ABS). Proven ability to enhance schedule adherence through real-time monitoring and reporting.
Overview
7
7
years of professional experience
2
2
Languages
Work History
WFM Analyst
Foundever
08.2022 - Current
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Developed custom reports to provide management with valuable insights into workforce performance metrics.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Provided ongoing training and support to WFM team members, enhancing overall team competency and performance.
- Conducted regular audits of WFM data integrity, ensuring accurate reporting and analysis capabilities.
- Managed intraday staffing adjustments, responding quickly to changes in call volume or service level requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
Customer Service Representative
Telvista
01.2019 - 08.2019
- Cultivated exceptional communication skills in English by responding to calls, emails, and chats in a fully immersive English environment with native speakers.
- Learnt how to follow and comply with foreing regulation in services and follow KPI for customer service.
- Developed collaborative skills and delivered assistance to teammates through active floor support role.
Education
Bachelor of Science - Genomic Sciences
Universidad Autonoma De La Ciudad De México
Benito Juarez, Mexico City, Mexico 05.2001 -
Skills
Workforce management
Software
Assembled
Slack
Outlook
Power BI
Nice IEX
Looker Studio
Timeline
WFM Analyst
Foundever
08.2022 - Current
Customer Service Representative
Telvista
01.2019 - 08.2019
Bachelor of Science - Genomic Sciences
Universidad Autonoma De La Ciudad De México
05.2001 -