Sergio Padilla
University Student And Data Analyst
San Pedro Sula
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Senior Real Time Analyst
ITEL
01.2023 - Current
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Implemented process improvements that led to increased agent availability during high-demand periods.
Workforce Real Time Analyst
ITEL
01.2022 - 12.2022
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Customer Service Representative
Allied Global
05.2020 - 10.2021
- Utilized customer service software to manage interactions and track customer satisfaction.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
No Degree - Systems Engineer
Ceutec
San Pedro Sula 05.2001 -
High School Diploma -
Centro Cultural Sanpedrano
San Pedro Sula, Honduras 05.2001 -
Skills
Timeline
Senior Real Time Analyst
ITEL
01.2023 - Current
Workforce Real Time Analyst
ITEL
01.2022 - 12.2022
Customer Service Representative
Allied Global
05.2020 - 10.2021
No Degree - Systems Engineer
Ceutec
05.2001 -
High School Diploma -
Centro Cultural Sanpedrano
05.2001 -
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