Ronald Antonio Sandoval

Part of the Financial Planning & Analysis team in charged of the Budget planning and management within the BPO sector, responsible for the preparation, monitoring, and optimization of the annual budget and monthly forecasts. I provide strategic financial support across the organization, with a focus on administrative indirect costs and overall profitability.

Key responsibilities include consolidating multi–business unit budgets, performing variance and KPI analysis (revenue, direct costs, Gross Margin, EBITDA), identifying risks and opportunities, evaluating profitability by service line, and delivering executive reports to support strategic decision-making and sustainable growth.

• Monitor the daily trend in the queue conditions to implement strategies
• Make sure the goals set by the Business Analyst is met, if not take corrective actions to achieve the daily goals and KPIs
• Provide valuable insights for future strategies and corrective changes
• Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
• Restructured procedures through coordination with the Business Analysts to create and execute strategies

• Maintained customer satisfaction focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with reaching expectations of CSAT and AHT
• Responded to customer requests for products, services, and company information.
• Provided primary customer support to clients

• Answered customer chats promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Maintained customer satisfaction following company processes and providing the appropriate information to the customer.