Andres Diaz
Winder,GA
Summary
Experienced professional with a strong record of delivering high-quality administrative support across multiple departments. Recognized for exceptional organizational skills and meticulous attention to detail, excelling in multitasking and prioritizing tasks effectively. Recently completed a certification in data analysis, further fueling passion for the field. Actively seeking growth opportunities in the data analytics industry to leverage expertise and contribute to data-driven decision-making processes.
Overview
6
6
years of professional experience
1
1
Certification
Work History
WFM Scheduler
Vibrant Emotional Health
05.2024 - Current
- Manage and schedule training sessions for H2H agents, ensuring alignment with business needs and metrics.
- Monitor and analyze forecasts to maintain operational efficiency and meet key performance indicators.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Collaborate with program leadership to identify and address training needs.
- Utilize advanced email and spreadsheet skills to coordinate and track training schedules.
- Communicate effectively with the training department to address and resolve scheduling concerns.
- Developed and implemented processes for a newly created role, working closely with leadership to establish parameters and best practices.
WFM Specialist
Vibrant Emotional Health
09.2022 - Current
- Monitor the Contact Center Queue on program Genesys, analyzing metrics and providing feedback in daily meetings
- Assist with leading Operations Team
- Keep up to date with emails and monitor the Slack for constant and up to date information and communication
- Monitor the call out line and keep all logs updated
- Provide soft Technical Support to the contact center and escalate if necessary
- Keep center RTA Supervisors informed of any irregularities and/or patterns identified
- Help create action plans to improve and correct contact center deficiencies
- Assists in Project Management tasks such as time off requests, shift definitions and forecasts
- Monitor daily, weekly, and monthly Call metric
- Participate in Training New Hire Operation Assistants
- Building effective working relationships across the team and other departments
- Working knowledge of Microsoft Office (Excel, Word, PowerPoint, etc.)
Operations Manager/ Personal Assistant DG
Transport Services LLC
01.2019 - 03.2022
- Demonstrated ability to manage finances, including budgeting, forecasting, and financial reporting
- Proven track record of developing and executing effective marketing and sales strategies
- Experience in managing and leading teams, including hiring, training, and performance evaluation
- Skilled in developing and maintaining strong relationships with customers, vendors, and other business partners
- Knowledgeable in legal and regulatory compliance, including tax and employment law
- Proficient in using technology to streamline business operations, such as implementing new software systems or automating workflows
- Demonstrated ability to adapt to changing business needs and market conditions, and to make strategic decisions accordingly
- Proficient in scheduling meetings and managing calendars
- Skilled in data entry and invoicing loads, as well as verifying proof of delivery
- Experienced in scheduling interviews and hiring drivers
- Knowledgeable in maintaining and reviewing safety scores and implementing safety routines
- Experienced in dispatching and managing operations
- Capable of tracking transit from shippers to receivers
Education
Business Administration Degree -
Georgia Gwinnett College
01.2025
Skills
- Problem-Solving and strategic planner
- Genesys Program
- IC Business Manager
- Microsoft excel, power, etc
- Google sheets, calendar, etc
- Zoom
- SQL
- R
- Data analytics
- Data entry
- Computer skills
- Attention to detail
Certification
- Google Data Analyst
Timeline
WFM Scheduler
Vibrant Emotional Health
05.2024 - Current
WFM Specialist
Vibrant Emotional Health
09.2022 - Current
Operations Manager/ Personal Assistant DG
Transport Services LLC
01.2019 - 03.2022
- Google Data Analyst
Business Administration Degree -
Georgia Gwinnett College
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