Experienced customer service and sales professional with expert analyst skills able to successfully gather, review and model information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 10+ years of experience in workforce and customer service assessment.
Hi, I’m
Guillermo Zapata
System Engineer
Philadelphia,Pennsylvania
Summary
Overview
14
years of professional experience
2
Languages
Work History
Concentrix Corporation
Workforce Coordinator
10.2023 - 04.2024
Job overview
- Lead Resource Planning team in executing critical staff planning activities including daily volume forecasting, weekly scheduling adjustments, and monthly forecasting.
- Managed complex projects involving multiple departments while adhering to strict deadlines and budget constraints.
- Assisted in the development of annual budgets, tracking expenditures and identifying opportunities for cost savings.
Concentrix Corporation
Workforce Supervisor
02.2023 - 10.2023
Job overview
- Supervised Real Time associates in a Command Center environment, focusing on coaching and development.
- Streamlined communication between departments for improved collaboration and efficiency.
- Prepared and presented performance dashboards, conducted review meetings with clients to strategize improvements.
Concentrix Corporation
Workforce Analyst
08.2022 - 02.2023
Job overview
- Supported in managing and delivering operational plans for the Workforce Operations department across client sites.
- Managed daily, weekly, and monthly ad-hoc reports to monitor contact center performance metrics.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Concentrix Corporation
Advisor II, Technical Support
01.2021 - 07.2022
Job overview
- Handled inquiries of technical nature regarding hardware, software, and networking for designated client products.
ENS Select Corporation
Spanish Interpreter
05.2018 - 12.2020
Job overview
- Provided on-demand video-telephone interpretation services between Spanish and English speakers across various industries including Healthcare, Government, Insurance, and more.
Sitel S.A.
Workforce Analyst
03.2012 - 09.2013
Job overview
- Managed real-time resource allocation to ensure adequate staffing levels met forecasted call volumes.
- Managed overtime, shift swaps, breaks and PTO requests.
Sitel S.A.
Customer Service and Sales Representative
03.2010 - 02.2012
Job overview
- Provided customer service and managed debit and credit card accounts for Capital One clients.
- Generated additional sales opportunities with upselling and cross-selling techniques.
Education
Universidad Iberoamericana de Ciencias y TecnologíasManagua, Nicaragua
Bachelor of Computer and Electronics, System Engineering
01.2015
University Overview
American Nicaraguan SchoolManagua, Nicaragua
Secondary Education Middle School / High School 6th – 12th Grade
01.2009
University Overview
Skills
- MS-DOS (Advanced)
- WINDOWS (Advanced)
- C Visual (Advanced)
- Oracle (Advanced)
- SPSS (Advanced)
- Microsoft Word (Advanced)
- Microsoft Excel (Advanced)
- Microsoft PowerPoint (Advanced)
- Power BI (Beginner)
- SQL (Beginner)
- JavaScript (Beginner)
- Data Collection & Research
Workreferences
Workreferences
- Erick Sandoval, (+57) 302-2978830, Sr. Director of Operations - Global Solutions, Teleperformance
- Carlos Duarte, (+505) 8181-4671, Regional Workforce Director, Concentrix
- Walid Franco, (+505) 8371-3157, Sr. Workforce Coordinator, Concentrix
- Junnior Berrios, (+505) 7788 9131, Workforce Coordinator, Concentrix
Personal Information
Personal Information
Date of Birth: 01/09/1991Training
Training
Postgraduate, Universidad Iberoamericana de Ciencias y Tecnologías, Managua, Nicaragua, 2015, 2016Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Elementary
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Workforce Coordinator
Concentrix Corporation
10.2023 - 04.2024
Workforce Supervisor
Concentrix Corporation
02.2023 - 10.2023
Workforce Analyst
Concentrix Corporation
08.2022 - 02.2023
Advisor II, Technical Support
Concentrix Corporation
01.2021 - 07.2022
Spanish Interpreter
ENS Select Corporation
05.2018 - 12.2020
Workforce Analyst
Sitel S.A.
03.2012 - 09.2013
Customer Service and Sales Representative
Sitel S.A.
03.2010 - 02.2012
Universidad Iberoamericana de Ciencias y Tecnologías
Bachelor of Computer and Electronics, System Engineering
American Nicaraguan School
Secondary Education Middle School / High School 6th – 12th Grade
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