Victor Rodriguez
WFM Analyst// Tech Support Specialist
Summary
Versatile professional with expertise in both Workforce Management analysis and technical support, combining advanced technical proficiency with exceptional customer service skills. As a WFM Analyst, I excel in managing workforce schedules, forecasting demand, and optimizing resource allocation using WFM software and tools. My analytical mindset and attention to detail ensure accuracy in data analysis and enable me to identify opportunities for operational improvement. Additionally my background in technical support equips me with the ability to troubleshoot complex technical issues, deliver effective solutions, and provide personalized support to end-users. With strong communication and collaboration skills, . My proficiency in CRM systems further enhances my ability to leverage customer data and deliver personalized experiences. Ready to leverage my diverse skill set to contribute to the success of your team and deliver exceptional results.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Tech Support Specialist Tier 1
LastPass
2 2021 - Current
- Provided technical support for the LastPass platform, ensuring smooth operations and resolving user inquiries promptly and effectively. Facilitated the review process via CRM Platforms to address and fulfill business requests, streamlining workflows and enhancing operational efficiency. Managed incoming requests for directory integrations, coordinating efforts to seamlessly integrate systems and optimize data processing.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
Scheduling and Planning Analyst III
Telus International
02.2016 - 02.2019
- Creation and optimization of schedules to ensure efficient resource allocation. Conducted in-class training sessions and coordinated virtual planning and execution of forecasting and planning reviews, Strategically planned and executed requirements. Managed and allocated budgets for training sessions and shrinkage activities on a quarterly basis, ensuring cost-effective resource utilization."
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
Scheduling Analyst
Nearsol
01.2015 - 02.2016
- Resolution of intricate scheduling conflicts and scheduling requests with precision and efficiency. Strategically identified and addressed changes that could influence resource allocation, ensuring optimal resource utilization across projects and LOB´s. Conducted validation of client forecasts and requirements, analyzing trends and enforcing compliance with contractual agreements.
- Conducted regular schedule reviews to identify variances, anticipate issues, and recommend corrective actions when necessary.
- Increased accuracy in forecasting demands by maintaining up-to-date reports and implementation of operational dashboards, skill sets, and work schedules.
Education
Bachelor Diploma -
Green Lawn
High School degree in Computer Systems with Applied science Year - undefined
San Carlos University
2nd Trimester Business Administration - undefined
Galileo University
Skills
Technical Proficiency: Mastery in utilizing WFM software and tools to manage workforce schedules, forecast demand, and analyze data for optimization
CRM Systems Proficiency: Familiarity with Customer Relationship Management (CRM) systems and experience in leveraging CRM tools to enhance customer relationships, track interactions, and analyze data for informed decision-making
Reporting and Analysis: Proficiency in generating insightful reports, analyzing performance metrics, and providing actionable insights to drive operational improvements in workforce management and technical support processes
Attention to Detail: Ability to meticulously analyze data and identify patterns or discrepancies to ensure accuracy in forecasting and scheduling
Adaptability: Capacity to adjust quickly to changing priorities, workflows, and technological advancements in the field of workforce management and technical support
Collaboration: Skill in working effectively within cross-functional teams to coordinate scheduling efforts and address technical issues collaboratively
Problem-Solving: Aptitude for troubleshooting technical challenges and implementing innovative solutions to enhance system performance and customer satisfaction
Time Management: Efficiently prioritize tasks, manage workload, and adhere to deadlines in a fast-paced, dynamic environment
References
- Brian Scheel, Business Analyst Conduent 30420352
- Jose Miguel Gonzalez Senior Director Conduent 4004 7647
- Licda. Ana Lucía Barrios, Banco de Antigua 53065028
- Lic. Edgar Reyes, Cervecería Centroamericana 58255826
Timeline
Scheduling and Planning Analyst III
Telus International
02.2016 - 02.2019
Scheduling Analyst
Nearsol
01.2015 - 02.2016
Tech Support Specialist Tier 1
LastPass
2 2021 - Current
Bachelor Diploma -
Green Lawn
High School degree in Computer Systems with Applied science Year - undefined
San Carlos University
2nd Trimester Business Administration - undefined
Galileo University
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