JOE GUERRERO
Mcallen,USA
Summary
Dynamic Sr. Workforce Specialist/Real Time and Analyst with a proven track record at UnitedHealth Group and TTEC adept in data analysis and workforce management. Successfully implemented strategies that reduced turnover rates, enhanced employee engagement, and optimized scheduling. Known for strong communication skills and delivering impactful training programs that foster leadership and productivity.
Diligent WFM Specialst with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Rally Credit Union
04.2025 - 04.2026
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Managed account transactions, ensuring accuracy and compliance with policies.
- Provided training to new staff on service protocols and system navigation.
- Streamlined communication processes, improving response times to customer issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sr. Workforce Specialist
Unitedhealth Group
04.2024 - 03.2025
- Developed innovative solutions for reducing turnover rates by identifying key factors driving attrition.
- Established clear communication channels between management and staff members in order to facilitate open dialogue about work-related concerns.
- Organized onboarding sessions in order to orient newly hired employees with the organization's culture, rules, and regulations.
- Facilitated workshops aimed at developing leadership skills among supervisors within the organization.
- Implemented effective strategies to improve employee engagement, satisfaction, and productivity.
Sr. Workforce Specialist
USA-TTEC
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 Summary Skills Experience 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 Call Center Supervisor
Teleperformance USA
02.2009 - 06.2016
- Monitored call center performance metrics and identified areas for improvement.
- 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.
- Assisted with the recruitment process by screening resumes, conducting interviews, and providing recommendations for hiring decisions.
Call Center Supervisor
Convergys
02.2007 - 05.2009
- 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.
- Resolved escalated customer complaints in a timely manner.
- Monitored calls for quality assurance purposes.
Education
High School Diploma -
Mcallen High School
Mcallen, TX05.1998
Skills
- Microsoft Excel
- Managing schedules
- Workforce Management
- Business Forecasting
- Schedule Coordination
- KPI Monitoring
- Resource Planning
- Account updating
- Executive management support
- Customer Service
- Project management abilities
- Workforce management tools
- Report Writing
- Data Analysis
- Capacity Planning
- Setting schedules
- Resolving issues
- Data Entry
- Business development understanding
- Client Relations
- Report Generation
- Customer service
- Relationship building
Interests
I love to trail run and trail ride my bike at our local wildlife parks with our group of friends, I volunteer at the Rio Grande Valley Humane Society 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, At TTEC workforce scheduling management, I received Staff of the Week on different occasions that resulted in bonuses for my job excellence performance
Languages
English
Full Professional
Timeline
Customer Service Representative
Rally Credit Union
04.2025 - 04.2026
Sr. Workforce Specialist
Unitedhealth Group
04.2024 - 03.2025
Sr. Workforce Specialist
USA-TTEC
10.2016 - 04.2024
Customer Service Call Center Supervisor
Teleperformance USA
02.2009 - 06.2016
Call Center Supervisor
Convergys
02.2007 - 05.2009
High School Diploma -
Mcallen High School