Joe Guerrero
Mcallen,Texas
Summary
Proficient Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer 9 1/2 years' experience and seeking a dynamic new position. Flexible and focused team player with expertise in customer relationship management, HR proficiencies, strategic planning and time management. Considered highly knowledgeable in information technology, [Type] systems and program management. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Hardworking and reliable with strong ability in multi - tasking. Highly organized, proactive and punctual with team-oriented mentality.
Overview
15
15
years of professional experience
Work History
Workforce Analyst
TTEC
Mcallen, Texas
10.2016 - 04.2024
- Maintained accurate records of program participants' progress and outcomes.
- Provided technical assistance when needed in order to ensure compliance with regulatory requirements.
- Monitored real-time labor performance metrics and identified areas for improvement.
- Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Collaborated with Human Resources to implement new policies related to staffing levels and scheduling requirements.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Assessed the impact of proposed changes to organizational structure on workforce capacity.
- Reviewed existing job descriptions for accuracy and completeness; updated as needed.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
- Managed communication between managers, employees, payroll administrators, and third-party vendors.
- Created detailed forecasts of future labor needs based on historical trends and market conditions.
- Developed new-hire training materials regarding all attendance and schedule matters.
Customer Service Representative
TTEC
McAllen, Texas
06.2016 - 10.2016
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Call Center Supervisor
Teleperformance USA
McAllen, Texas
02.2013 - 06.2016
- Coordinated customer service staff to ensure prompt resolution of customer inquiries.
- Monitored call center performance metrics and identified areas for improvement.
- Enforced company policies, procedures, and standards related to customer service operations.
- Provided coaching and feedback to employees regarding customer service processes.
- Conducted regular one-on-one meetings with team members to discuss progress and development needs.
- Developed training plans for new hires and existing staff on customer service best practices.
- Resolved escalated customer complaints in a timely manner.
- Maintained up-to-date knowledge of products, services, and industry trends to provide accurate information to customers.
- Analyzed customer feedback survey data to identify opportunities for improvement in the quality of services provided.
- Assisted with the recruitment process by screening resumes, conducting interviews, and providing recommendations for hiring decisions.
Customer Service Representative
Teleperformance USA
Edingburge, TX
05.2009 - 01.2013
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted available products and services to customers during service, account management and order calls.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
Education
High School Diploma -
Mcallen High School
Mcallen, TX05-1998
Skills
- Microsoft Excel
- Workforce management tools
- Managing schedules
- Report Writing
- Workforce Management
- Data Analysis
- Business Forecasting
- Capacity Planning
- Schedule Coordination
- Setting schedules
- KPI Monitoring
- Resolving issues
- Resource Planning
- Compiling Data
- Data Entry
- Account updating
- Business development understanding
- Executive management support
- Client Relations
- Customer Service
- Problem Resolution
- Problem-solving abilities
- Quality Control
- Typing 40 WPM
Accomplishments
- At ttec workforce scheduling management, i did receive Staff of week on different occasions that resulted in bonuses for my job excellence performance.
Affiliations
- I love to Trail run and Trail ride my bike at our local wildlife parks with our group of freinds.
- i volumeter at the Rio Grande Valley Humane Sociatey Animal Shelter in Mission Texas. to walk and feed the dogs that are waiting to get adopted.
- i enjoy playing my guitar and singing on my spare time
Timeline
Workforce Analyst
TTEC
10.2016 - 04.2024
Customer Service Representative
TTEC
06.2016 - 10.2016
Customer Service Call Center Supervisor
Teleperformance USA
02.2013 - 06.2016
Customer Service Representative
Teleperformance USA
05.2009 - 01.2013
High School Diploma -
Mcallen High School