Eduardo Reyes
Guatemala City,GU
The ones who are crazy enough to think they can change the world, are the ones that do.
Steve Jobs
Summary
At Telus International, I spearheaded workforce optimization and customer service excellence, leveraging skills in data analysis and problem-solving to enhance service levels and efficiency. My strategic adjustments in workforce allocation and mentorship in customer interactions led to significant improvements in operational performance and customer satisfaction, showcasing my proficiency in Microsoft Excel and effective communication.
Overview
5
5
years of professional experience
Work History
Workforce Real Time Analyst
Telus International
12.2019 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- 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.
- 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.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
Customer Service Representative
Telus International
04.2019 - 12.2020
- Handled escalated calls and resolved disputes efficiently, providing satisfactory solutions for customers and the company, contributing to increased loyalty and repeat business.
- Provided exceptional customer service by responding to requests, assisting with website navigation and online orders, and offering informed product recommendations, leading to improved user experience and sales growth.
- Mentored and trained new sales agents and Customer Service Representatives on soft skills, product knowledge, and procedural updates, resulting in top ratings in customer surveys and recognition for excellent customer interactions.
- Collaborated with team members to develop best practices for consistent customer service delivery and educated customers on billing, payment processing, and support policies.
- Proficient in using Outlook, Salesforce CRM, Avaya Network Systems, and Google Workspace to enhance service efficiency and follow up on resolved issues to maintain high standards of customer satisfaction.
Education
Productivity, Spreadsheets And Data Bases - Technology And Business
- Recipient of Legendary Student level, 2022.
C1 English Certificate - English Language And Literature
02.2019
- Finishing School Scholarship, 2018 from AGEXPORT.
Skills
- Scheduling Optimization
- Forecasting Accuracy
- Workforce Management
- Service Level Agreements
- Workforce Software
- Data Collection & Research
- Microsoft Excel
- Data Analysis
- KPI Monitoring
- Report Writing
- Compiling Data
- Problem-Solving
Languages
Spanish
Native language
English
Advanced
C1
Work Preference
Work Type
Part TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceTeam Building / Company RetreatsFlexible work hoursSoftware
Microsoft Excel
Google Sheets
Data Bases
Salesforce CRM
Microsoft 365
Google Workspace
Hobbies
I have a variety of hobbies that keep me active and engaged in my free time. One of my favorite activities is practicing martial arts, specifically Tae Kwan Do, where I currently hold a red belt. I also enjoy listening to and mixing music, with a particular passion for electronic music, although I dabble in other genres as well. As a dedicated gamer, I immerse myself in a wide range of video games, adapting easily to different types and challenges. Additionally, I love reading books, especially those focused on business and biographies of influential figures in technology and business, such as Steve Jobs and Elon Musk.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Software Development
Data Analysis
Machine Learning
UX/UI design
Timeline
Workforce Real Time Analyst - Telus International
12.2019 - Current
Customer Service Representative - Telus International
04.2019 - 12.2020
Platzi Academy - Productivity, Spreadsheets And Data Bases, Technology And Business
INTECAP - C1 English Certificate, English Language And Literature
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