Summary
Overview
Work History
Education
Skills
Certification
Community Service
Languages
Timeline
Generic

Jesus Barrios Valadez

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Workforce Management Coordinator

Spectrum
02.2019 - Current
  • Responsible to provide the data, analytics, and the resource management services that ensure staffing levels are appropriate to handle the incoming volumes while also meeting the needs of the associates and the business; gathering and reviewing information related to staff performance and customer issues with the goal of determining ways to improve operations via the effective staffing decision making
  • Responsible for generating daily and ad-hoc reports on a variety of KPI's and CSC metrics, including daily agent statistics and skill group/call type statistics; analyzing data to identify trends, issues, and opportunities and uncovering levers impacting these issues, and developing recommendations for improvement
  • Achievements: Developed Internal Processes from the ground up
  • Established Standard Operating Procedures and successfully supported 4 Lines of Business (Billing, Video Repair, Internet & Voice and Mobile).

Customer Service Representative

Spectrum
11.2017 - 02.2019
  • CSR Responsible to Support the end user experience for the Internet and Voice Line of Business by providing exceptional listening skills to determine the nature of their call in order to clearly and precisely address their inquiries in a professional manner
  • Achievements: Excellence Award for Top Employees in the Quarter
  • Achieved 6 times the All-Star Award for top Employees of the Month
  • Supported the Progress Partner program to mentor new hires and provide guidance and support in their first two weeks on the floor.

Sales Executive

Dahill, a Xerox Company
06.2016 - 09.2016
  • Performed B2B regional territory sales with 200+ corporate accounts within the cities of McAllen, Mission and Palmhurst, Texas reporting to the Harlingen Regional Sales Office.

Site Services Director Latam

Xerox
11.1998 - 12.2014
  • Latin America Site Services Director providing the Latam transition and Site Services Delivery within the Johnson & Johnson account, supporting over 12,872 seats distributed among 18 countries in Latin America, Puerto Rico and the Dominican Republic
  • Responsible for staffing, training, and managing 86 sites in LATAM with over 100 employees
  • Responsible for staffing and Managing 18 employees in North America (Puerto Rico, Florida and Texas)
  • In my role I provided leadership for teams involved in complete desktop and server life-cycle management including procurement, installation, support, break/fix repair, refresh cycling and disposal
  • Well versed in resource and vendor management, off shoring and matrix support
  • Background in financials on account revenue and cost recovery
  • Achievements: Developed, led, and mentored cross-functional teams requiring high quality and productivity from the team and all times, guaranteeing operational excellence that aligned with strategic plans, and overall organizational direction
  • Reviewed customer feedback from survey data, identified pain points, developed process improvement strategies, to enhance tools, services, and support experiences.

Education

Associate of Arts - Graphic Design

Universidad Del Valle De Mexico
Naucalpan, Estado De Mexico

Skills

  • Creative problem solver
  • Attention to detail
  • Customer and co-worker relationship improvement
  • Pragmatic solutions
  • Aspect Workforce Management
  • Avaya
  • Excel
  • Word
  • PowerPoint
  • Access
  • InfoPath
  • Outlook
  • SharePoint

Certification

  • ITIL - v3 Foundation Certificate in IT Service Management, APMG International, 4227471
  • MCDST and MCP, Microsoft, 3747718

Community Service

  • Spectrum Multicultural, Active Member, 11/01/19
  • American Red Cross, Active Volunteer, 04/01/18
  • PSJA ISD Early Head Start Campus, GED Instructor, 02/01/17 - 06/01/17

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Workforce Management Coordinator

Spectrum
02.2019 - Current

Customer Service Representative

Spectrum
11.2017 - 02.2019

Sales Executive

Dahill, a Xerox Company
06.2016 - 09.2016

Site Services Director Latam

Xerox
11.1998 - 12.2014

Associate of Arts - Graphic Design

Universidad Del Valle De Mexico

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Jesus Barrios Valadez