Carolina Jiménez

Experience

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  Bodog

  Feb 2004 - Oct 2011

  Workforce Analyst

  ForecastingExcelReportingSchedulingIEXCustomer ServiceProblem Solving

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  Bank of America

  Oct 2011 - Jun 2014

  Manage and coordinate WFM and RTA team for the Call Center.Personnel reporting and analysis with Operations Managers and Directors. Problem solving at mid-high local Management Level. Metrics and reporting for several processes along with analysis and initiatives to improve metrics. Work in a high demanding environment with a lot of changes recurrently.

  • Workforce Manager

    Sept 2013 - Jun 2014

  • Metrics and Reporting Analyst

    Oct 2011 - Aug 2013
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  NI (National Instruments)

  Jun 2014 - Oct 2020

  In charge of building an Organization, strategic planning, and managing globally Quality Assurance, Workforce, Learning and Development, and Process Management capabilities within Customer Operations.Drive Operational efficiencies while running the business effectively through the above mentioned capabilities and establishing industry standard techniques to help fulfill the fast paced, changing industry, and the evolving strategy from corporate. Drive Global alignment and establishment of KPI’s in the Operation and establish a customer centric and continuous improvement culture in partnership with Operations Managers.- Trusted advisor for Senior Management in the +600 employee organization of Operations to achieve proficiency and maximize efficiencies through process optimization. - Generated $1.2 million in savings out of efficiencies through HC and OT reductions within Operations. - Increase efficiencies in 30% out of automated processes, workload reduction due to reduction of quality issues, and improvement of onboarding efficiencies through a reduction in time to perform.- Lead and manage multiple key projects for the Organization such as a Global Voice of the Customer survey for the Buy Phase, Escalation Management Process, Knowledge Base foundation, Key Performance Indicator establishment, Operational models, and Framework for multiple groups. Show less In charge of creating and executing a Global Strategy for a support team for CRM applications. Created metrics, Dashboards and team alignment towards data driven results and the improvement and evolution of the Support Organization.- Creation, Establishment, and Stabilization of Internal Metrics towards Service Improvement, Stakeholder Management, and Process design and improvement. - Drive stability in team performance out of global standardization and reduction of 70% of volume generated through spam. - Customer experience increased in 80% and career progress for 70% of employees within the team.- Development of a recruitment strategy and execution for Business Analysts, Development program, Social committee establishment, and an Onboarding program implementation for local and global BA resources. Show less Manage and coordinate Workforce Management Activities of Forecasting, Scheduling, Real Time Adherence, and Headcount planning for the AMER organization. - Introduction of Workforce Management Capabilities for National Instruments and expansion of services within the Sales and Support organization.- Internal efficiency increases of 70% out of process automation. OT reduction and HC capacity planning generating cost reduction of $400 thousand a year for the region while maintaining Service Levels and reducing rotation in 40% during that period. Show less

  • Senior Global Process Manager

    Mar 2020 - Oct 2020

  • Global Operational Effectiveness Senior Manager

    Jan 2018 - Mar 2020

  • Global BA Manager

    Nov 2015 - Dec 2017

  • Workforce Manager America

    Jun 2014 - Oct 2015
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  Bacardi

  Nov 2020 - Apr 2022

  OPEX Manager
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  OnProcess Technology

  Apr 2022 - now

  Director, WFM & Digital Transformation
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  400 Grados Pizzeria

  Sept 2023 - now

  Business Co Owner

  Co-founder and owner of 400 Grados Pizzeria. Defining and delegating of End to End process, from procurement, to marketing, finance, logistics, social media, and daily Operations.