Microsoft Office
Marvin Augusto Perez Garcia
Business Administrator
Mixco,Guatemala
Summary
Overview
16
16
years of professional experience
2
2
Languages
Work History
Workforce Real Time Analyst
Telus Guatemala
01.2013 - Current
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Call Center Executive
Atento Guatemala
01.2009 - 12.2011
- Boosted overall call center efficiency through active participation in quality assurance initiatives and process improvements.
- Drove sales growth through effective upselling tactics tailored to individual customer needs, positively impacting the company''s bottom line.
- Delivered outstanding results in first-contact resolution rates by actively listening to customers'' needs and addressing concerns promptly.
- Managed high call volume, maintaining a professional demeanor and ensuring accurate information was relayed to customers.
Warehouse Employee
Industrias Licoreras Guatemala
11.2008 - 01.2009
- Increased employee productivity with thorough onboarding and ongoing training programs in warehouse operations.
- Conducted regular performance reviews for warehouse staff members to set goals, assess progress, provide feedback, and support professional development opportunities.
- Handled employee concerns and conflicts promptly, effectively mediating resolutions that balanced individual needs with overall team objectives.
- Enhanced communication within the warehouse team through regular meetings, clear task assignments, and open feedback channels.
Call Center Representative
Digitex
01.2008 - 10.2008
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
BBA - Business Administration
ESI
Guatemala 07.2024 - Current
Skills
Queue management
Software
IEX
Timeline
BBA - Business Administration
ESI
07.2024 - Current
Workforce Real Time Analyst
Telus Guatemala
01.2013 - Current
Call Center Executive
Atento Guatemala
01.2009 - 12.2011
Warehouse Employee
Industrias Licoreras Guatemala
11.2008 - 01.2009
Call Center Representative
Digitex
01.2008 - 10.2008
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