Isaac Nunez
Champlin,MN
Summary
Workforce Operations and Technical Support professional with extensive experience in real-time analysis, call center operations, technical troubleshooting, QA, training, and customer support. Proven ability to improve operational efficiency, manage staffing and adherence, analyze performance metrics, support enterprise software users, and coach teams in high-volume environments.
Overview
15
15
years of professional experience
Work History
Workforce Management Analyst
M Health Fairview
Minneapolis, Minnesota
10.2022 - 09.2026
- Managed schedule adherence, PTO requests, attendance, and staffing adjustments to optimize workforce operations.
- Forecast volume using historical data to ensure we have the correct staffing.
- Monitored real-time call center performance and staffing coverage across support queues to ensure adequate resource allocation.
- Utilized Calabrio software to manage workforce scheduling and performance monitoring.
- Generate workforce reports tracking service level, ASA, handle time, call volume, longest call held.
- Schedule all mandatory training modules, team meetings and 1:1s while minimally impacting service levels.
- Monitor and assign work queues to ensure 24/7 coverage. Identify staffing gaps and work to get open shifts filled.
- Notified involved departments of call outs, updated employee timecards, and assisted in filling open shifts to ensure coverage.
Technical Service Representative/Real Time Analyst Flex
Trimble Transportation Inc.
Minneapolis, Minnesota
01.2021 - 10.2022
- Provide technical support on Trimble software through phone, email, and chat.
- Assisted drivers with software operation and log edits.
- Identified and corrected issues with ELD software installed in long haul and short haul trucks.
- Worked with mechanics to help troubleshoot issues, and assist with installation of Trimble software.
- Assisted in setting up necessary software updates to assure the equipment is functioning as expected.
- Assisted back office, dispatch, and admins with pulling reports, tracking vehicles, setting up RMAs for defective equipment, and ordering equipment and cables to ensure operational efficiency.
- Monitored queue to ensure sufficient coverage is provided for all incoming call queues, and reskilled agents if coverage needs to be adjusted.
- Monitored queue in real time and alerted supervisors to TSRs experiencing prolonged interactions or after call statuses, facilitating timely coaching opportunities.
- Scheduled training for all call center staff, and assisted training by setting up monitoring and buddy times.
- Created a daily report for management highlighting call center metrics such as average speed of answer, after call work, handle time, service level %, and call volume to inform performance assessments.
- Tracked attendance of Technical Support Representatives on a daily basis to ensure compliance with schedules. which includes tracking all TSR's adherence and compliance to their break/lunch schedule and tracking any status being used when not authorized.
Trainer and QA
Data Recognition Corporation
11.2019 - 08.2020
- Coordinated onboarding and technical training for incoming technical customer service agents.
- Trained new hires in all aspects of a technical call center environment, and assisted with quality and coaching.
- Updated training documentation, daily quizzes, and the final certification exam.
- Helped the QA team create a solid call monitoring guideline to assure monitored calls could be scored objectively by all coaches responsible for monitoring Technical Agents.
- Implemented a process for ticket generation and call documentation within the QA process.
Special assignments Agent
Geek Squad Client Care Laboratory Best Buy
Richfield, USA
12.2017 - 11.2019
- Contributed to a team that improved the entire client care experience enterprise wide.
- Recognized as the top performing agent on the team and received the Achievers Award. Represented Geek Squad at Best Buy's national top performers conference in Orlando, Florida.
- Trained in troubleshooting technical issues regarding home theater equipment, appliances, mobile phones as well as providing remote support for computer issues.
- Identified training gaps, missing SOPs, and updated training material.
- Developed process maps to address missing procedures, facilitating clearer operational guidelines.
Learning Lab Agent, QA Specialist Systems Testing, IVR testing, Paycheck Direct Team Lead, Lead trainer
Bluestem Brands Inc.
Eden Prairie, USA
10.2011 - 12.2017
- Enhanced customer experience through direct interactions in a learning environment.
- Managed customer inquiries and resolved issues efficiently and professionally.
- Trained new agents on company policies and customer service standards effectively.
- Recommended and supported improvements to training materials and process mapping, contributing to operational efficiencies in the contact center.
- Collaborated with team members to streamline operational processes and improve service delivery.
Education
AA -
Technical Vocational Institute
Albuquerque, New MexicoHigh School -
Rio Grande HS
Albuquerque, New MexicoCAD Certification -
Colorado Department of Education
Englewood, COSkills
- Workforce scheduling
- Performance monitoring
- Volume forecasting
- Report generation
- Volume forecasting
- Call center analytics
- Calabrio software
- Workforce analytics
Timeline
Workforce Management Analyst
M Health Fairview
10.2022 - 09.2026
Technical Service Representative/Real Time Analyst Flex
Trimble Transportation Inc.
01.2021 - 10.2022
Trainer and QA
Data Recognition Corporation
11.2019 - 08.2020
Special assignments Agent
Geek Squad Client Care Laboratory Best Buy
12.2017 - 11.2019
Learning Lab Agent, QA Specialist Systems Testing, IVR testing, Paycheck Direct Team Lead, Lead trainer
Bluestem Brands Inc.
10.2011 - 12.2017
AA -
Technical Vocational Institute
High School -
Rio Grande HS
CAD Certification -
Colorado Department of Education