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

Omar Aguayo

Roseville,US

Summary

Motivated professional with strong business acumen and proven ability to manage projects effectively. Demonstrated success in collaborating with teams to drive growth and meet organizational goals. Committed to continuous learning and adapting to industry trends to enhance contributions. Tech-savvy with expertise in leveraging technology to support team performance and achieve company metrics.

Overview

22
22
years of professional experience

Work History

Supervisor, Billing Operations Exceptions

PG&E
08.2023 - Current
  • Supervised operations personnel to analyze and resolve data issues effectively.
  • Managed daily workload and assigned tasks based on skill sets to meet departmental goals.
  • Provided guidance and resources to enhance personnel performance in their roles.
  • Tracked team compliance with monthly courses and ensured completion.
  • Generated productivity reports for direct managers to inform decision-making.
  • Reviewed Quality Assurance evaluations, providing coaching to improve team standards.
  • Facilitated training and coaching sessions for coworkers as required.
  • Ensured adherence to ergonomic safety requirements for a safe work environment.

Supervisor, Contact Center Operations

PG&E
11.2014 - 08.2023
  • Managed team of 27 IBEW union-represented CSRs across English and Spanish divisions.
  • Facilitated meetings and coaching sessions via Teams chat for Customer Service Representatives.
  • Assisted with onboarding process for Home Agents, ensuring smooth transitions.
  • Supported Home Agents with technical issues including global protect, Finesse, and hardware prior to TSC escalation.
  • Co-led E24U initiative to organize center events that enhanced staff morale.
  • Developed PowerPoint communications to promote center events effectively.
  • Co-managed CCO Sac Communications inbox, creating and distributing communications for various initiatives.
  • Monitored calls to ensure compliance with established processes and provided coaching to improve service quality.

Workforce Management Routing Analyst-Rotation

PG&E
01.2020 - 01.2021
  • Monitored WFM Routing inbox for efficient handling of work requests.
  • Fulfilled SMC Remedy tickets to ensure prompt resolution.
  • Created IVR outreach notification recordings utilizing Amazon Web Services.
  • Served as liaison for Spanish translations, recording IVR media accordingly.
  • Operated SQL system to perform error-clearing tasks.
  • Introduced IVR scripting in a testing environment for improved functionality.
  • Reviewed and revised Spanish IVR recordings to enhance clarity.
  • Supported technical bridge calls to facilitate effective communication.

Spanish Department Team Supervisor

Wells Fargo
12.2009 - 11.2014
  • Managed team of 15 bankers, including team lead, to achieve operational excellence.
  • Audited banker compliance courses, ensuring all materials remained current.
  • Monitored banker calls, scoring adherence to compliance processes.
  • Tracked center-wide call volume using Informiam for performance analysis.
  • Utilized Symposium to manage team availability effectively.
  • Recognized top-performing bankers through awards and certificates.
  • Facilitated team contests to drive achievement of monthly sales goals.
  • Assisted in conducting new hire interviews to enhance recruitment process.

Operations Specialist – Spanish Queue

Wells Fargo
12.2006 - 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
12.2002 - 10.2006
  • Promoted to PAL specialist due to demonstrated leadership and initiative.
  • Maintained strong relationships with staff and management to foster teamwork.
  • Analyzed key performance indicators to formulate effective strategies.
  • Identified customer needs promptly, ensuring high levels of satisfaction.

Skills

  • Salesforce and Microsoft Office 365
  • Hybrid systems support
  • Data analysis and reporting
  • Compliance and quality assurance
  • Employee training and coaching
  • Business strategy development
  • Team management and collaboration
  • Policy development and implementation

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

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
12.2006 - 12.2009

PAL Specialist

Wells Fargo
12.2002 - 10.2006

References

References available upon request.

Recognition And Awards

PG&E 

  • E24U- Employee recognition leadership award

WellsFargo:

  • Manager of the Year
  • BBSG Business Partnering Recognition (Northern California Region)
  • Northern California Region Diversity Council Member

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Omar Aguayo