Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

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

MS Excel

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 -
Gerardo Gabriel Téllez ReyesWorkforce Management Analys