JAIME J. BAUTISTA

•Managed and analyzed real-time call volumes, staffing levels, and call center performance metrics to optimize workforce scheduling and ensure efficient call handling.

• Utilized workforce management software to forecast call volume patterns, identify trends, and adjust staffing resources accordingly, resulting in a 15% reduction in average wait times.

• Collaborated with cross-functional teams including call center managers and operations to develop staffing strategies that aligned with business goals and maintained a high level of customer service.

• Monitored and adjusted schedules and staffing levels throughout the day to accommodate unexpected call volume fluctuations while minimizing overstaffing or understaffing situations.

• Generated daily, weekly, and monthly reports on call center performance, analyzing key metrics such as service level, abandonment rate, and average handle time, and providing actionable insights to improve operational efficiency.

• Conducted regular performance evaluations of scheduling models, identifying opportunities for continuous improvement and making recommendations to enhance accuracy and effectiveness.

• Participated in team meetings to share insights, trends, and recommendations for optimizing call center resources and enhancing customer satisfaction.

• Assisted in the development of projects for call center agents to improve their understanding of workforce management processes and their role in meeting performance targets.

• Actively contributed to the implementation of new workforce management software, providing feedback and suggestions to enhance functionality and user experience.

• Handle repair, billing and escalated issues for Managed WiFi, Master, Video, Internet, Voice Repair
• Work with senior management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
• Identify training and skill gaps to provide proactive feedback and recommendations
• Serve as liaison between customer care and other departments to resolve customer issues
• Research and resolve complex issues related to orders and other assigned initiatives and projects
• Assist agents with system navigation, guidance on best way to resolve issues, training, and direction
• Identify methods and procedures to develop standard responses and resolve complex customer issues

• Resolve Bulk/Multiple Dwelling Unit customer with repair and billing issues, Troubleshoot and resolve service and equipment issues
• Served as Certified Bilingual Community Solutions Technical Support (English/Spanish )
• Created job aids for new hires and call center floor
• Assigned as Team subject matter expert (SME)

• Assisted in shipping department by wrapping, packing, labeling, strapping down packages, processing sales orders, printing labels and printing packing slips using UPS world shipment software, setting up Motor Freights and Couriers pickups and deliveries
• Assisted in reconditioning Circuit Breakers, Low Voltage Starter & Contractors by cleaning and reassembling to operate under normal usage and conditions
• From different manufactures such as Allen Bradley, Cutler Hammer, Furnas General electric, Siemens, Square D & Westinghouse
• Assisted in coordinating orders to be fulfilled by brokering items, arranging correct shipping method, customer support and sales supports & Spanish sales
• Create customer accounts and provide a pleasant sales experience
• Assisted in testing, troubleshooting, repairing down to component level & skills with volt meters, oscilloscopes, power supplies & soldering skills
• Test and repair VFD, PLC & soft-starts industrial electronics from variety of manufactures.