Jason P Gutierrez

• Lead workforce management for Credit and Fraud operations, overseeing 50+ FTEs across U.S. and international sites.
• Developed and onboarded WFO Associates in Mexico, supporting recruitment, training, and performance ramp-up.
• Monitor service levels and adjust staffing models in real time to meet SLA targets.
• Administer scheduling platforms, including CinglePoint, and coordinate shift bids and intraday adjustments.
• Liaise with leadership, payroll, and HR to ensure alignment across scheduling, resource planning, and compliance.
• AT&T Mobility

Directed team of 6 WFO Analysts supporting 5 business units across Credit, Activations, and Fraud.

• Spearheaded implementation of scheduling, forecasting, and reporting strategies to align workforce supply with demand.
• Facilitated training and development sessions, 1-on-1s, and performance reviews to enhance team output.
• Managed vacation bids, shift bids, and overtime processes across multiple union environments.
• Promoted engagement and morale through team-building initiatives and professional development plans.
• Coordinated daily operations to enhance service delivery and customer satisfaction.
• Implemented process improvements that streamlined workflow efficiency and reduced operational delays.

• Led high-performing customer service team of up to 15 representatives focused on credit and collections.
• Achieved monthly quality scores exceeding 97%, leveraging coaching, QA reviews, and real-time feedback.
• Recognized for driving top call quality and agent performance across multiple KPIs.
• Trained and developed call center staff, enhancing team performance and service delivery.
• AT&T Mobility

• Designed and implemented workforce schedules, shift bids, and real-time staffing plans for 24/7 operation.
• Facilitated training coordination, holiday scheduling, and attendance tracking across multiple business units.
• Used workforce tools (Kronos, CMS, eWFM) to optimize staffing, track shrinkage, and report performance metrics.
• AT&T Wireless and Cingular Wireless

• Held various roles including New Account Services Representative, Collections Team Lead and Payroll Analyst. Built foundational expertise in operations, customer service, payroll processing, and system navigation.
• L.A. Cellular and AT&T Wireless