Summary
Overview
Work History
Education
Skills
Certification
Languages
Work Availability
Software
Timeline
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Fernando Orellana

Fort Lauderdale,USA

Summary

With 16 years of experience in workforce and operations management, expertise lies in optimizing contact center performance, streamlining operations, and managing costs. Focuses on solving challenges, improving processes, and driving impactful results for teams and overall business success.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Continuous Improvement Manager

Atento
03.2023 - Current
  • Led several Lean Six Sigma projects that significantly improved how we allocate resources, increasing efficiency by 8% and cutting costs by 6% across multiple regions.
  • Worked closely with the Workforce Management team to better use our resources, which boosted service level performance by 7% and increased agent productivity by 9%, making a real difference in client satisfaction
  • Focused on streamlining processes to cut down average handle time (AHT) by 8% while keeping quality scores consistently above 90%
  • Introduced automation tools that reduced manual work by 12%, allowing the team to focus more on tasks that add real value to the business.

Sr. Operations Manager

Atento
08.2017 - 03.2023
  • Managed operations, quality, training, and workforce management for over 500 team members across three locations (Texas, Utah, and Florida)
  • We consistently hit our service level targets and improved efficiency by 7%
  • Led a successful ramp-up of 500 people in the retail, banking, and healthcare sectors, making sure everything ran smoothly and met tight client deadlines
  • Increased profitability by -over-year by finding ways to control costs and improve processes
  • Developed staffing strategies that improved forecasting accuracy by 15% and cut overtime expenses by 10%
  • Was honored with the 'Best Practices Award' in 2018 for helping boost customer satisfaction scores by 500 basis points through targeted initiatives in customer experience and training

Workforce Manager

Atento
05.2009 - 08.2017
  • Led multi channel (Voice, SMS, Chat, Email and Social Media) workforce capacity planning, scheduling and real-time management for operations across the USA, Guatemala, El Salvador, and Puerto Rico, covering industries like hospitality, retail, telecom, and travel
  • Implemented and fine-tuned workforce management tools like NICE, Aspect, and Verint, which reduced idle time by 20% and increased agent adherence by 12%

Education

BBA - Business Administration

AIU
12.2020

Skills

  • Operational Management: Service Level, Outsourcing and Vendor Management
  • Financial Management: Cost Savings, Financial Planning
  • Continuous Improvement: Root Cause Analysis, Problem Solving
  • Project and Strategy: Project Management, Strategic Thinking, Organized
  • Leadership and Communication: Leadership, Feedback, Presenting Information
  • WFO Tools: Aspect, Verint, IEX
  • Call Management: Avaya, Five9, Nice, Genesys
  • Analysis Tools: Power BI, Microsoft Excel, Minitab

Certification

Google Project Management, Coursera, 10/01/24

Languages

English
Full Professional
Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Microsoft Excel

Minitab

Nice In Contact

Salesforce

Timeline

Sr. Continuous Improvement Manager

Atento
03.2023 - Current

Sr. Operations Manager

Atento
08.2017 - 03.2023

Workforce Manager

Atento
05.2009 - 08.2017

BBA - Business Administration

AIU

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Fernando Orellana