Jaime Rafael Guzmán Chávez
cojutepeque,Cuscatlan
Summary
Played a pivotal role in optimizing workforce productivity and efficiency within the organization. Analyzed and forecasted staffing requirements, scheduled employees, and monitored real-time performance data. Insightful WFM Analyst known for high productivity and efficient task completion. Specialize in workforce planning, data analysis, and trend forecasting to optimize workforce efficiency. With experience in problem-solving, and communication, ensuring seamless operations and stakeholder satisfaction.
Overview
9
9
years of professional experience
Work History
WFM Analyst
The Office Gurus
04.2022 - Current
- As a WFM Analyst, my role revolves around maximizing workforce productivity and efficiency within our organization
- I analyze historical data to forecast future workload volumes, I generate reports, provide insights to management, and collaborate with other departments to align our workforce management strategies with overall business objectives
Real time analyst
The Office Gurus
09.2021 - 03.2022
- Assisted in establishing current reporting schedules for the BE implementation in 2021
- Early in this role, began developing intraday reporting for the account and also took the lead in creating a comprehensive scheduling file as part of another campaign I was involved in
Customer service representative
The Office Gurus
08.2018 - 08.2021
- Frontline professional responsible for providing support and assistance to customers
- I addressed inquiries, resolved issues, and ensured a positive customer experience through diverse communication channels
Customer service representative
Teleperformance
02.2016 - 08.2018
- Handled inquiries, resolve issues, and ensure a positive customer experience across various communication channels
Education
Bachelor's degree - English teaching
University of El Salvador
11.2024
Bachelor's degree - graphic design
Don Bosco university
01.2014
Skills
- Fast learning
- Time management
- Leadership
- Technical expertise
- Adaptability
- Problem-Solving
- Data analysis and reporting
- Team Building
- Cummunication
- KPI Monitoring
- Cross-functional coordination
- Report Generation
- Capacity Planning
- Training and development
Timeline
WFM Analyst
The Office Gurus
04.2022 - Current
Real time analyst
The Office Gurus
09.2021 - 03.2022
Customer service representative
The Office Gurus
08.2018 - 08.2021
Customer service representative
Teleperformance
02.2016 - 08.2018
Bachelor's degree - English teaching
University of El Salvador
Bachelor's degree - graphic design
Don Bosco university
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