MARTIN VELAZQUEZ
Hermosillo
Summary
Dynamic workforce management professional with a proven track record of enhancing operational efficiency through strategic workforce planning and optimization. Expertise in refining workforce planning and scheduling processes consistently leads to improved productivity and streamlined operations. Strong analytical skills, combined with proficiency in advanced workforce management software, enable the delivery of data-driven solutions that meet organizational goals.
Overview
15
15
years of professional experience
Work History
Verifications Agent
Tribe BPO
01.2025 - Current
- Conducted thorough verification of applicant documentation to ensure compliance with regulatory standards.
- Provided excellent customer service by promptly responding to client inquiries regarding documentation requirements and status updates.
- Expedited the verification process without compromising accuracy by prioritizing high-volume tasks during peak periods.
Customer Service Agent
Call Centered
08.2024 - 01.2025
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Remote
Supervisor
RDI
01.2016 - 01.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Evaluated customer needs and feedback to drive product and service improvements.
Project Manager
Ashesi Global Services
01.2014 - 07.2016
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
Workforce Lead Real Time Analyst
Results
03.2011 - 04.2013
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Analyzed real-time workforce data to optimize scheduling and resource allocation.
- Monitored key performance indicators to ensure adherence to service level agreements.
- Monitored call center performance metrics to identify trends and recommend adjustments.
- Developed workforce strategies to optimize resource allocation and enhance operational efficiency.
Education
High School -
Colton High School
Colton, San Bernardino, CASkills
- Critical Thinking
- Project management
- Scheduling
- Forecasting
- Planning
- IEX software knowledge
About Me
I am passionate about the workforce management environment and resource planning. Strong mindset to finding trends and proficient in staffing and scheduling.
Timeline
Verifications Agent
Tribe BPO
01.2025 - Current
Customer Service Agent
Call Centered
08.2024 - 01.2025
Supervisor
RDI
01.2016 - 01.2018
Project Manager
Ashesi Global Services
01.2014 - 07.2016
Workforce Lead Real Time Analyst
Results
03.2011 - 04.2013
High School -
Colton High School