MONICA VALDIZON
San Salvador
Summary
Professional focused on processes and data analysis directly in areas of workforce analysis, real-time analysis, management of multicultural teams and coordination of innovation initiatives for the agility of methods of measuring effectiveness and efficiency.
Experienced with managing executive schedules, coordinating travel arrangements, and handling confidential information with discretion. Utilizes advanced organizational and communication skills to support executive teams effectively. Knowledge of office management software and procedures ensures seamless operations and productivity.
Overview
5
5
years of professional experience
Work History
Virtual Executive Assistant
LUCIA EYES
REMOTE
02.2025 - Current
- Liaised effectively between executives and other departments or external contacts for successful collaboration.
- Improved efficiency of administrative tasks by implementing organizational systems and automating processes.
- Expedited resolution of issues arising from daily operational activities with prompt attention to detail.
- Maintained a professional online presence for executives by managing social media accounts and email correspondence.
- Facilitated positive relationships between executives, clients, staff, vendors, partners, fostering a collaborative work environment.
WORKFORCE ANALYST
BLACKHAWK NETWORK SERVICES
01.2023 - Current
- Analysis of data to forecast future trends.
- Daily monitoring of work teams to meet key performance indicators.
- Real-time international monitoring of different teams (around 150 people) in North America, South America and EMEA.
- Acquired knowledge of new tools used in the industry, such as Sharpen, Enghouse, Touchpoint.
- Daily reporting to provide visibility on results, improvements, and recommendations that could enhance operations through excel.
- Collaboration with different teams in the organization to reduce gaps for success of operations.
REAL-TIME ANALYST / PLANNING AND SCHEDULING
CONCENTRIX EL SALVADOR
01.2021 - 01.2023
- Analysis of real-time data and making quick and effective decisions to improve operational efficiency and customer experience.
- Managed crises by gaining experience in handling critical situations and making decisions under pressure to ensure operational continuity.
- Utilized technological tools, acquiring in-depth knowledge of various tools and platforms used in the customer service industry, such as Genesys, AVAYA.
- Effectively communicated findings, recommendations, and results to different audiences.
BILINGUAL CUSTOMER SERVICE REPRESENTATIVE
CONCENTRIX EL SALVADOR
01.2020 - 09.2020
- Handled customer service calls in English, providing quick and professional assistance.
- Promoted to the Retail Solutions Department (RSD) due to exceptional performance.
- Worked based on metrics, delivering high-quality service and achieving customer satisfaction.
Education
High School -
COLEGIO JOHAN KEPLER
01.2019
Certification - English and Computing
CENTRO SUPERATE ADOC
01.2019
Student - Architecture
UNIVERSIDAD FRANCISCO GAVIDIA
06-2029
Skills
- MS Office (Level Advance)
- NICE IEX WFM Tool
- HTML5
- MS SQL
- INTERCOMMUNICATION TOOLS:
- Avaya
- Genesys
- Sharpen
- Enghouse
- Touchpoint
- Calendar management
- Email management
- Customer service
- Schedule & calendar planning
- Office administration
LANGUAGES
English
Spanish
Timeline
Virtual Executive Assistant
LUCIA EYES
02.2025 - Current
WORKFORCE ANALYST
BLACKHAWK NETWORK SERVICES
01.2023 - Current
REAL-TIME ANALYST / PLANNING AND SCHEDULING
CONCENTRIX EL SALVADOR
01.2021 - 01.2023
BILINGUAL CUSTOMER SERVICE REPRESENTATIVE
CONCENTRIX EL SALVADOR
01.2020 - 09.2020
Certification - English and Computing
CENTRO SUPERATE ADOC
High School -
COLEGIO JOHAN KEPLER
Student - Architecture
UNIVERSIDAD FRANCISCO GAVIDIA