Christian Villalobos
El Paso,TX
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets and produces forecasts. 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 [Number]+ years of experience in workforce assessment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
TriWest Healthcare Alliance
10.2023 - Current
- Optimized workforce scheduling by analyzing historical data and identifying trends.
- Reduced labor costs through effective forecasting and strategic planning.
- Enhanced productivity with streamlined processes for staff allocation and workload management.
- Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Managed overtime, shift swaps, breaks and PTO requests.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
Family Service Counselor
SCI Corporation
05.2021 - 09.2023
- Customer service including but not limited to family service needs.
- Improved client satisfaction by providing compassionate and personalized funeral and cemetery services.
- Managed all aspects of cemetery arrangements for smooth and efficient service delivery.
- Increased customer retention, skillfully addressing concerns and resolving conflicts.
- Developed strong relationships within the community through outreach initiatives and networking events.
- Upheld legal compliance with local regulations regarding burials, cremations, and embalming practices.
- Selling cemetery property and funeral services
Team Lead
TriWest Healthcare Alliance
07.2016 - 04.2021
- Conduct audits to ensure quality checks and helps to coach develop staff to ensure errors are not continuously made
- Coordinates with supervisor to enforce schedule adherence standards
- Keep track of workload inventory
- Key-enters data into the TriWest medical management system
- Run authorization inventory reports
- Served as a Subject Matter Expert to assist team-members with scheduling appointments for Veterans and offers individual and group professional development to enhance team performance and optimize organizational goals
- Respond to provider and veteran authorization escalations and make sure to follow up with parties involve ensuring escalations are completed within the allotted timeline or issues are escalated appropriately to a different department if applicable
- Assign daily workload for PSRs.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Patient Service Representative
TELER X
04.2014 - 02.2016
- Provide information on Merck Medications
- Order products for pharmacies and clinics
- Technology support for Clinicians PowerPoint presentations
- Provide information and registration for Clinical Trials for participants.
- Maintained strict confidentiality of patient records in compliance with HIPAA regulations.
- Coordinated interpreter services when necessary to eliminate language barriers between staff and patients.
- Providing excellent customer service by promptly answering patient inquiries.
Lead Teller
Greater El Paso’s Credit Union
12.2010 - 01.2012
- Supported and directed teller staff on critical success measures and initiatives of credit union, with guidance and approval from supervisor in order to successfully meet our service standards and educate members on the importance of our remote product usage
- Signed up and explained to members and prospective members the purpose, objectives and policies as they relate to the services of the credit union
- Enhanced customer satisfaction by efficiently managing transactions and addressing inquiries.
- Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
- Responsible for auditing to ensure the balancing of all cash and cash-like items of tellers
- Created opportunities to sell all credit union products and services to members with special emphasis on promotions and new services
- Open and close accounts
- Issue debit cards.
Customer Service Representative
GC Services/ First Convenience Bank
12.2010 - 01.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Assist customers with their transactions
- Answer customer’s inquiries about their accounts
- Complete transfers
- Take loan applications over the phone
- Order checks for customers
- Open and close accounts
- Issue debit cards.
Associate
Wal-Mart Supercenter
08.2005 - 05.2010
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Sell and activate cell phones
- Assist customers over the phone and in person.
- Boosted overall customer satisfaction by providing personalized recommendations and product demonstrations.
- Increased store sales by effectively upselling accessories and add-on services to customers.
- Assisted customers in troubleshooting issues, enhancing their user experience and satisfaction.
Education
Associate of Arts - Criminal Justice
El Paso Community College
El Paso, TX05.2009
Skills
- Multitasking
- Analytical Skills
- Team Collaboration
- Strategic Planning
- Workforce Planning
- Scheduling Optimization
- Customer Service
- Managing Schedules
- Organizational Skills
- Data Analysis
- Software Proficiency
- Report Writing
- Data Collection & Research
Certification
- Commercial Driver's License
Languages
Spanish
Full Professional
Timeline
Workforce Management Analyst
TriWest Healthcare Alliance
10.2023 - Current
Family Service Counselor
SCI Corporation
05.2021 - 09.2023
Team Lead
TriWest Healthcare Alliance
07.2016 - 04.2021
Patient Service Representative
TELER X
04.2014 - 02.2016
Lead Teller
Greater El Paso’s Credit Union
12.2010 - 01.2012
Customer Service Representative
GC Services/ First Convenience Bank
12.2010 - 01.2011
Associate
Wal-Mart Supercenter
08.2005 - 05.2010
Associate of Arts - Criminal Justice
El Paso Community College
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