Darwing Gutierrez
Clearfield,Utah
Summary
Resourceful and meticulous Workforce Manager with 9 years of results-oriented experience in business intelligence and reporting by overseeing forecasting, projections, budgeting, volume and penalties, RFP processes and operations. Professional with demonstrated success in designing, developing and implementing optimized solutions. Team-driven leader that can direct site performance turnaround, reduce attrition and drive customer satisfaction across multi-channel, multi-level phases of Retail Sales, Banking, Automotive Sector, Utilities, Startups and Ride-hailing industry . Seeking to leverage robust background in leadership for rewarding management role with an outstanding organization.
Overview
9
9
years of professional experience
Work History
Workforce Manager
Majorel
05.2019 - 02.2022
- Developed and implemented workforce management strategies to ensure optimal productivity.
- Analyzed key performance indicators related to staffing, scheduling, and forecasting.
- Conducted regular meetings with team members and supervisors to discuss workloads and performance.
- Implemented a time tracking system used by all personnel in order to accurately monitor hours worked.
- Managed payroll processing activities including calculating wages based on hours worked, overtime pay.
- Increase FTEs from 400 to 1650 while growing revenue from $2M to € 2M for € 8.5M client divisions by cultivating strategic partnerships, effective employee engagement and attaining key metrics.
- Managed large-scale projects with cross-functional teams, effectively meeting deadlines and staying within budget constraints.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
WFM Planing Specialist
Majorel
03.2018 - 05.2019
- Analyzed large datasets to identify trends, patterns and correlations for business insights.
- Developed dashboards with Excel/ Power BI to monitor key performance indicators.
- Created predictive models to forecast customer behavior.
- Provided data-driven solutions to support decision making.
- Analyzed historical data and customer trends to develop accurate forecasts of future demand.
- Developed statistical models to forecast customer behavior and sales volume based on market conditions.
- Created detailed reports outlining the results of forecasting analyses for senior management review.
Supervisor T&Q Manager
Arvato Bertelsmann
03.2017 - 03.2018
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
Training Coordinator
Arvato Bertelsmann
01.2015 - 02.2017
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Conducted thorough needs assessments to identify skill gaps and develop appropriate training solutions.
- Spearheaded internal certification programs that increased staff competencies in key areas such as project management or leadership skills.
- Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
Contact Center Trainer
Arvato Bertelsmann
01.2014 - 01.2015
- Provided one-on-one coaching sessions tailored specifically towards addressing individual performance challenges or areas requiring growth.
- Championed ongoing professional development for all staff members, fostering a high-performing team atmosphere within the contact center.
- Maintained subject matter expertise through ongoing professional development opportunities, ensuring the latest industry trends and best practices were incorporated into training content.
- Created engaging learning materials that fostered a positive learning environment, resulting in improved productivity.
Customer Service Representative
Arvato Bertelsmann
05.2013 - 12.2013
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Systems Engineering
UNICIENCIA
12.2024
Skills
- Compensation Structuring
- Benefits Administration
- Employment Record Verification
- Corrective Action Planning
- Operations Management
- Budget Administration
- Program Analysis
- Payroll Management
- Data and Trends Analysis
- Leadership Training and Development
- Personnel Management
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Workforce Manager
Majorel
05.2019 - 02.2022
WFM Planing Specialist
Majorel
03.2018 - 05.2019
Supervisor T&Q Manager
Arvato Bertelsmann
03.2017 - 03.2018
Training Coordinator
Arvato Bertelsmann
01.2015 - 02.2017
Contact Center Trainer
Arvato Bertelsmann
01.2014 - 01.2015
Customer Service Representative
Arvato Bertelsmann
05.2013 - 12.2013
Bachelor of Science - Systems Engineering
UNICIENCIA
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