Rodolfo Gabriel Echeverria Geronimo
Naucalpan
Summary
- Expert in Provide a weekly update to the New Sales Lead and ensures that team is performing through weekly individual rep reviews. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 5+ years of experience in lead workforce assessment, team lead and costumer executive.
Overview
6
6
years of professional experience
Work History
Lead WFM Analyst
AT&T
10.2021 - Current
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Inspect statistics to ensure proper function of center, focusing mainly on YIELD, ACC, OCC, forecast, as well as absenteeism. Once information is gathered, we display current numbers and how they were forecasted, showing possible deviations and how this is impacting real time numbers.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
Team Lead
AT&T
07.2019 - 10.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
CLG Movers
AT&T
07.2019 - 07.2020
- Create an effortless and seamless moving experience for Costumers keeping their current services in the process of changing home..
- Developed criteria, application instructions, procedural manuals, and contracts for federal and state disclousures.
CLG Loyalty
AT&T
02.2018 - 07.2018
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Billing Department (2017t – 2018)
AT&T
08.2017 - 08.2018
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
- Worked with multiple departments to check proper billing information.
- Processed and verified invoices to secure accuracy of billing information.
Education
GED -
James A Garfield High School
Los Angeles, CANo Degree - Psychobiology
East Los Angeles College
Monterey Park, CASkills
- Resolving Issues
- Capacity Planning
- Report Writing
- Schedule Coordination
- KPI Monitoring
- Data Gathering and Reporting
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Lead WFM Analyst
AT&T
10.2021 - Current
Team Lead
AT&T
07.2019 - 10.2021
CLG Movers
AT&T
07.2019 - 07.2020
CLG Loyalty
AT&T
02.2018 - 07.2018
Billing Department (2017t – 2018)
AT&T
08.2017 - 08.2018
GED -
James A Garfield High School
No Degree - Psychobiology
East Los Angeles College
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