Summary
Overview
Work History
Skills
Recognition And Awards
Languages
References
Timeline
Generic

Omar Aguayo

Roseville

Summary

Experienced professional proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Practiced in managing multiple projects with competing priorities involving process improvements, safety initiatives and quality control. Recognized and commended for collaborating with upper management to achieve organizational objectives.

Overview

23
23
years of professional experience

Work History

Supervisor, Billing Operations Exceptions

PG&E
Sacramento
08.2023 - Current
  • Supervise operations personnel responsible for analyzing and resolving data issues and processing customer initiated account maintenance requests.
  • Manage daily work and assign to appropriate resources based on skill set to ensure department goals are met.
  • Provide guidance and resources to ensure personnel can perform the functions of their jobs at their best.
  • Assign and track team’s monthly compliance courses.
  • Analyze and generate various productivity reports for direct managers.
  • Review Quality Assurance evaluations with direct reports and provide coaching.
  • Assigned training and coaching to coworkers as needed.
  • Ensure proper ergonomics are followed as per our safety lead requirements to ensure a safe working environment.
  • Delivered PD in the area of attendance when great than 64 hours of absences.
  • Review and approve Concur expenses and reimbursements.
  • Reported on progress using Lean charts with my team during Daily/Weekly Operation Reviews.

Supervisor, Contact Center Operations

PG&E
Sacramento
11.2014 - 08.2023
  • Manage a team of up to 27 IBEW union represented CSRs for both English and Spanish teams.
  • Use Teams chat to facilitate meetings and coaching sessions with Customer Service Representatives.
  • Assisted with Home Agent on-boarding.
  • Support Home Agents with technology issues such as global protect, Finesse, and hardware issues prior to referring CSRs to our TSC team.
  • Co-Lead E24U initiative where we create center events to help boost staff morale.
  • Created communications using Powerpoint to promote center events.
  • Co-managed the CCO Sac Communications inbox where we created communications for other initiatives or sent out what other initiatives created.
  • Co-lead our Utility Home Connections initiative by putting together communications and helped plan, organize and facilitate events that promoted the initiative.
  • Monitor calls to ensure process compliance.
  • Provide coaching to Customer Service Representatives to improve customer service quality and efficiencies during progression plans.
  • Deliver Positive Discipline to CSRs that were not meeting company goals.
  • Work with peers on initiatives that improve center wide performance.
  • Ensure that team members and other staff worked safely by recommending stretching periodically and reviewing our OES system that monitors keyboarding and mousing time.
  • Promptly reporting Near Hits to ensure staff was made aware of any safety concerns.
  • Service both English and Spanish escalated customer complaints.
  • Provide mentoring to our Rotational Team Leads during their on-ramping period.

Workforce Management Routing Analyst-Rotation

PG&E
01.2020 - 01.2021
  • Monitored the WFM Routing inbox for work requests.
  • Fulfilled SMC Remedy tickets.
  • Created IVR outreach notification recordings using Amazon Web Services.
  • Participated as a Liaison for Spanish translation for IVR Spanish verbiage and recorded the media.
  • Operated SQL system to complete basic tasks of clearing errors.
  • Introduced to IVR scripting- used in a testing environment.
  • Reviewed Spanish IVR recordings and made changes as necessary.
  • Supported tech down bridge calls.

Spanish Department Team Supervisor

Wells Fargo
12.2009 - 11.2014
  • Managed a team of 15 bankers including a team lead.
  • Audited all banker compliance courses and ensured they were kept up to date.
  • Monitored and scored banker calls to ensure compliance to process.
  • Monitored center wide call volume through Informiam.
  • Managed team availability using Symposium.
  • Participated in the center’s Recognition committee.
  • Recognized top performing bankers through awards and certificates.
  • Developed and facilitated team contests to help achieve monthly sales goals.
  • Motivated team members to pursue career developing road maps.
  • Assisted in conducting new hire interviews.
  • Utilized Real Time Adherence to manage agent availability.
  • Handled Spanish speaking customer complaints.
  • Tracked the improvement of agents on PIP.

Operations Specialist – Spanish Queue

Wells Fargo
10.2006 - 12.2009
  • Worked closely with supervisors to provide coaching and feedback to enhance the development of team members.
  • Used Excel to calculate and report agent stats to our team supervisor.
  • Developed and facilitated team contests to help achieve monthly sales goals.
  • Delegated tasks to team members to help encourage their development.
  • Assisted with new hire interview process.
  • Used systems such as Real Time Adherence to manage agent availability.
  • Handled Spanish speaking customer complaints.
  • Tracked the improvement of agents on MIP.

PAL Specialist

Wells Fargo
08.2005 - 10.2006
  • Supported phone bankers with complex customer questions.
  • Serviced various queues including Complex, BOS, PAL, and Spanish.
  • Performed as team lead for the Pal team for the period of one month.
  • Organized company’s internal training session for the Pal team.
  • Assisted in Pal team interviews.

Phone Banker – Spanish Queue

Wells Fargo
09.2003 - 08.2005
  • Primarily assisted Spanish speaking customers with account information.
  • Assisted team Operations Specialist with coaching for the team.
  • Assisted EO correspondence with large photocopy orders.
  • Referred possible product needs to Spanish speaking customers.

Complex Phone Banker

Wells Fargo
12.2001 - 09.2003
  • Provided customers with account activity and other general information such as balances.
  • Identified and resolved customer and business problems.
  • Met sales referral rates.
  • Assisted fellow team members with VL navigation.

Skills

  • Communication
  • Proficient in MS Office
  • Knowledge of IBEW 1245 contract
  • Salesforce
  • Technology Troubleshooting
  • Systems knowledge
  • Data analysis
  • Team management
  • Quality assurance
  • Compliance reporting
  • Employee training
  • Microsoft Excel
  • Performance coaching
  • Policy and procedure development
  • [Software] experience
  • Business strategy development
  • Team building
  • Team collaboration

Recognition And Awards

  • 2018, Received Reward & Recognition for leading E24U
  • 2009, Nominated Manager of the Year
  • 2006, Pal Banker of the Year
  • 2006, BBSG Business Partnering Recognition (Northern California Region)
  • Northern California Region Diversity Council Member

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Supervisor, Billing Operations Exceptions

PG&E
08.2023 - Current

Workforce Management Routing Analyst-Rotation

PG&E
01.2020 - 01.2021

Supervisor, Contact Center Operations

PG&E
11.2014 - 08.2023

Spanish Department Team Supervisor

Wells Fargo
12.2009 - 11.2014

Operations Specialist – Spanish Queue

Wells Fargo
10.2006 - 12.2009

PAL Specialist

Wells Fargo
08.2005 - 10.2006

Phone Banker – Spanish Queue

Wells Fargo
09.2003 - 08.2005

Complex Phone Banker

Wells Fargo
12.2001 - 09.2003

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Omar Aguayo