Kelly Sthefanya Huaman Quiroz
Lima
Summary
Motivated and reliable professional with experience in customer service, data analysis, and fast-paced service environments in both Peru and the United States. Strong communication, teamwork, and problem-solving skills. Adaptable and quick learner, committed to delivering excellent service and supporting team success. Seeking an opportunity under the H-2B program.
Overview
5
5
years of professional experience
Work History
Restaurant Busser
Sugarbush Resort
Warren, VT
12.2025 - 03.2026
- Maintained cleanliness of dining areas, ensuring prompt service and guest satisfaction.
- Assisted servers by delivering food and beverages efficiently to tables.
- Collaborated with kitchen staff to facilitate smooth workflow during peak hours.
- Organized and restocked dining supplies, promoting operational efficiency.
- Monitored table settings for cleanliness, contributing to overall restaurant presentation.
- Processed payments for orders and provided customers with change.
- Monitored dining room and bar areas for signs of overcrowding.
- Assisted customers with carry-out service.
- Arranged tables and chairs for special occasions and events.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
Workforce Real Time Analyst
Concentrix
Lima, PE
08.2024 - 10.2025
- Monitored real-time workforce performance metrics to optimize staffing levels.
- Analyzed call volume trends and adjusted schedules for improved service delivery.
- Collaborated with team leaders to identify areas for performance enhancement.
- Utilized workforce management software to track agent adherence and productivity.
- Assisted in developing processes for real-time reporting and issue resolution.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Workforce Real Time Analyst
Teleperformance
Lima, PE
08.2022 - 06.2024
- Provided actionable insights based on data analysis to support operational decisions.
- Conducted regular audits of scheduling accuracy and employee attendance records.
- Supported training initiatives by sharing best practices in workforce management strategies.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Prepared and maintained reports, dashboards, and monthly packages.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Managed real-time inbound call traffic across multiple contact center locations.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Customer Service Representative
Teleperformance
Lima, PE
08.2021 - 07.2022
- Resolved customer inquiries efficiently through multiple channels, enhancing satisfaction levels.
- Managed high-volume calls while maintaining quality service standards and response times.
- Utilized CRM software to track customer interactions and ensure accurate record-keeping.
- Collaborated with team members to streamline support processes and improve service delivery.
- Provided training and mentorship to new representatives, fostering a collaborative team environment.
- Implemented solutions for recurring issues, reducing the volume of escalated cases significantly.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Language Interpretation And Translation
Private University of Applied Science
Lima, PE12.2028
No Degree - Foreign Languages Education
Confucius Academy
Lima, PERUHigh School Diploma -
Trilce
Lima, PE12.2017
Skills
- Excellent teamwork
- Adaptable to change
- Heavy lifting
- Customer Service-oriented
- Polite demeanor
- Active listening
- Call center experience
- Microsoft
- Scheduling optimization
- Workforce management
- Service level agreements
- KPI monitoring
Languages
Spanish
Native or Bilingual
English
Full Professional
Chinese (Mandarin)
Elementary
Timeline
Restaurant Busser
Sugarbush Resort
12.2025 - 03.2026
Workforce Real Time Analyst
Concentrix
08.2024 - 10.2025
Workforce Real Time Analyst
Teleperformance
08.2022 - 06.2024
Customer Service Representative
Teleperformance
08.2021 - 07.2022
Language Interpretation And Translation
Private University of Applied Science
No Degree - Foreign Languages Education
Confucius Academy
High School Diploma -
Trilce