Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Efrain De La Cruz Ramos

Efrain De La Cruz Ramos

Call Centers Expert
Santo Domingo Este,Sto. Dgo.

Summary

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 workforce assessment.

Overview

8
8
years of professional experience

Work History

Workforce Real Time Analyst

Alorica / Verizon
07.2018 - 12.2024
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Worked with management to develop strategic and tactical plans to meet different requirements.

Tech Support Customer Care

Alorica / Verizon
11.2016 - 07.2018
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Walked individuals through basic troubleshooting tasks.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Education

High School Diploma -

Boston English High
Boston, MA
06.1980

Skills

  • Confidential Records Management
  • Endpoint Protection
  • Automation Tools
  • Staffing Requirements
  • Workforce Management Tools

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Workforce Real Time Analyst

Alorica / Verizon
07.2018 - 12.2024

Tech Support Customer Care

Alorica / Verizon
11.2016 - 07.2018

High School Diploma -

Boston English High

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Efrain De La Cruz RamosCall Centers Expert