Experience

• 

  Casino la cima

  Mar 2007 - Mar 2010

  Cajero y coordinador de sala

  * Manejo de caja. * Atención al cliente. * Trato directo con los clientes. * Diseño de material publicitario. * Elaboración de plan de trabajo por turno y semanal* Conductor de eventos y sorteos.

• 

  Casino hollywood

  Jun 2010 - Jun 2017

  * Manejo de caja en todas las áreas (Maquinas, restaurante, VIP, Mesas, puntos móviles de venta) * Manejo de caja chica, suministros, pago de servicios y nomina. * Manejo de la bóveda * Manejo de personal en turno* Trato directo con los clientes. * Reclutamiento de personal. * Planeación, desarrollo y ejecución de proyectos de mejora continúa. * Elaboración de reportes para finanzas y auditoria. * Manejo de caja en área de Poker y Blackjack. * Manejo de caja en área de maquinas.* Trato directo con los clientes.

  • Supervisor de cajas y Especialista en mejora continua

    May 2014 - Jun 2017

  • Cajero principal

    Jun 2010 - May 2014
• 

  Uber

  May 2017 - Jul 2019

  Chofer conductor de uber

  Chófer conductor en la aplicación de Uber

• 

  Majorel

  Jul 2020 - Apr 2021

  Real time analyst

  Workforce Management - Real time analyst - Responsible for monitoring the calls trafic, responsible for monitoring the AHT and responsible for monitoring the TPH, Tickets per hour. Daily communication on different kind of reports like AHT, TPH and Service level. These reports went for Manager and Team leads.Responsible for 1 LOB.

• 

  Hexaware technologies

  Apr 2021 - now

  * Development and maintenance of the relationship with the client, BPO.* I have experience in doing and presenting business results to the client, WBR, and MBR.* Monitoring of call center indicators such as service levels, customer satisfaction, average handle time, Quality (QA), Compliance, retention rate, productive time, etc.* Data analysis, as well as preparation of different types of performance reports and call center activities.* Development and maintenance of strategies to improve campaign performance to increase customer satisfaction.* Coordination with other departments to ensure that the campaign meets expectations.* Mentoring and guiding junior staff as well as supervisors.* Development and evaluation of processes that help us meet the goals established by the campaign.* Constant monitoring and improvement plans for the outliers.* Preparation of the invoice with the hours worked by the agents to be invoiced on time.* Ensuring that the billing process is accurate to prevent any problems at the end of the month. Show less * Monitor workforce management tools real time to maintain Service levels, adherence, AHT, shrinkage and occupancy. * Responsible and developer for the report with a scorecard and dashboard with Planned Shrinkage, Unplanned Shrinkage, Total Shrinkage, Tardiness Shrinkage, Leave early Shrinkage.* Responsible and developer for data analysis in a daily basis, day over day, week over week and month over month with a dynamic report with a scorecard and a dashboard with # calls, adherence, AHT, Hold, WRAP, CFT, QA, Surveys, CSAT, etc.* Responsible and developer for an incentive report for all the LOBs where I track all the performance of each agent vs targets, according to targets achieved by an agent is the money he earns.* Responsible for scheduling for nesting and operations and rostering. * Seating arrangement for all the LOBs. * Responsible for 4 LOBs, 2 for CS and 2 for Sales.* Leading WFM for 150 + agents.* Helping the organization to grow from a 20 agent POC to 150 + agents in 1 year and a half.* Responsible for hour tracker for invoicing, EOM accrual, including calculation of completed units of service. Show less

  • Assistant Manager

    Aug 2024 - now

  • Sr. Team leader

    Nov 2022 - Aug 2024

  • Real Time Analyst

    Apr 2021 - Nov 2022