Jan Vives
Tempe,AZ
Summary
Experienced Lead Analyst in process optimization, data analysis, and performance management. Proven track record in delivering data-driven solutions, reducing operational costs, and improving team efficiency
Overview
5
5
years of professional experience
Work History
Leasing Consultant
Mark Taylor
Tempe, AZ
03.2024 - 09.2024
- Developed a Power Automate flow to notify residents about their scheduled move-in, move-out dates. This flow had an immediate impact of reducing admin time spent emailing new or old residents.
- Led team discussions on process improvement for service and admin team.
- Analyzed trending market data to better assist potential residents in locating a home.
Workforce Analyst
Spectrum
Riverview, FL
10.2023 - 02.2024
- Analyzed qualitative and quantitative data to identify opportunities for streamlining processes and improving efficiency within the workplace.
- Created daily reports outlining key findings from intraday statistics between call centers and providing recommendations based on analysis.
- Utilized reports on Tableau, PowerBI, and Excel to help make informed decisions on things such as VTO or offline activities for agents.
- Participated in meetings with senior leaders to discuss progress made on various projects related to workforce analytics.
- Formed a solid foundation of Alvaria WFM to complete daily tasks, such as daily forecasting/re-forecasting, analyzing intraday trends, and using data to recommend VTO/overtime.
Quality Assurance Analyst Lead
DEX Imaging
Tampa, FL
01.2022 - 09.2023
- Led a team of 4 and ensured monthly goal of 500 agent evaluations was consistently met by the team
- Assisted with the development and creation of the Quality Assurance team for the call center.
- Implemented new call monitoring software and conducted testing to ensure stability and accuracy before launching
- Provided quarterly and annual executive data reports presented by the Director of Call Centers and Service to our executive board.
- Responsible for training, monitoring, and implementing and improving processes for several call centers nationwide, which contained over 50 employees.
- Trained and led call center management with creating call center KPIs, using call monitoring software, and being a liaison between management and agent
- Developed and maintained several VLOOKUP Excel tables, which reduced research time by agents.
- Produced 2 revenue loss reports of up to $100,000 which directly led to new training policies
Logistics Coordinator
DEX Imaging
Tampa, FL
05.2021 - 01.2022
- Assisted with the creation of a brand new Major Accounts logistics team, which handles all current and future Major Account implementations.
- Created and maintained a logistics SharePoint, which contained information such as client orders, shipment dates, vendors, etc.
- Led customer machine implementation Teams calls with project managers, executive sales members, and clients
Customer Service Trainer
DEX Imaging
Tampa, FL
09.2019 - 05.2021
- Led and trained several call centers nationwide, with over 50 employees.
- Conducted assessments of team members to identify areas for improvement in customer service skills.
- Created standardized policies, procedures, and guidelines for customer service representatives.
- Organized role-playing activities and simulations to demonstrate effective problem-solving techniques when dealing with customers.
- Assisted new hires in understanding the company's products and services, as well as its mission statement and vision.
Education
Associate of Science - General Studies
Hillsborough Community College
Tampa, FLSkills
- Process Analysis and Improvement
- Data Manipulation through Excel, PowerBi, and Tableau
- Alvaria WFM knowledge
- Mentoring and training
Timeline
Leasing Consultant
Mark Taylor
03.2024 - 09.2024
Workforce Analyst
Spectrum
10.2023 - 02.2024
Quality Assurance Analyst Lead
DEX Imaging
01.2022 - 09.2023
Logistics Coordinator
DEX Imaging
05.2021 - 01.2022
Customer Service Trainer
DEX Imaging
09.2019 - 05.2021
Associate of Science - General Studies
Hillsborough Community College
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