Natalia Vargas

Experience

• 

  Amazon

  Oct 2013 - Feb 2016

  Customer Service Specialist
• 

  Dialog Direct

  Feb 2016 - Apr 2021

  Senior Scheduler / Forecaster

  • Analyzing call volume trends to generate staffing scenarios and prepare accurate forecastsfor internal and external stakeholders.• Developing IDPs for diverse campaigns.• Coordinating staffing needs, reporting site headcount by shift and Operational Unit.• Consulting with account managers to determine staffing requirements.• Managing workflow headcount for effective overtime hours.• Generating and presenting reports to clients on a daily, weekly, and monthly basis.• Collaborating with the real-time team to manage KPIs.• Leading staffing calls to present forecasting data to Operations teams.• Ensuring accurate entry of new hire classes and maintaining updated rosters acrossoperating systems. Show less

• 

  Amazon

  Nov 2017 - Nov 2018

  Seller Support Specialist
• 

  Accenture

  Aug 2021 - now

  • Founding Member of Costa Rica WFM Department: Pioneered the establishment of the WFMdepartment at Accenture, playing a pivotal role alongside a select team. Involved in thestrategic planning, development, and implementation of departmental processes, policies,and procedures. Successfully built the foundation for WFM operations, contributing toenhanced efficiency and productivity.• Conduct thorough data analysis on customer-related metrics and key performanceindicators, uncovering trends, patterns, and correlations for actionable insights.• Provide regular reporting and performance updates to stakeholders, presenting key findings,emerging trends, and actionable recommendations for continuous improvement.• Monitor actual call volumes, average handle times, and schedule adherence against forecast,ensuring proactive response to fluctuations.• Identify, analyze, and interpret trends or patterns in call volume, handle time, and otherrelevant KPIs.• Locate and define process improvement opportunities, providing root cause analysis andinsights for sustainable solutions.• Interpret leadership and business unit needs, developing custom reports to meetspecifications.• Collaborate with leadership to develop action plans for service delivery improvement basedon metrics, data analysis, or customer feedback.• Participate in strategic and business planning processes, contributing insights from dataanalysis.• Optimize workforce management tools utilization and enhance team training to leverage toolcapabilities for improved results.• Establish strong working relationships with business leaders and department contacts tomaintain and continuously improve service levels.• Develop and maintain standard operating procedures for the WFM team.• Conduct weekly sessions with operational leaders to provide results, outlook, andrecommendations. Show less

  • Trust & Safety Team Leader

    Jun 2024 - now

  • Scheduler and Forecaster

    Aug 2021 - Jun 2024