Andrés Felipe Serna Alemán

Experience

• 

  Sitel Group

  Jan 2020 - Jul 2022

  Metric Analyst

  I performed data analysis of a metric associated with the services of technicians who repair printers for the Lexmark brand around the United States, verifying insights within the campaign that may affect its compliance to create and implement maintenance plans. action aimed at the goals proposed by the company, using software such as Power Bi and Excel and the various Microsoft tools for reporting

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  Asurion

  Jul 2022 - Feb 2024

  Premier Support Solutions Representative

  Troubleshoot technical issues with mobile devices such as cell phones, tablets, and Smart Watches for AT&T United States customers, assess customer concerns and problems, implementing steps and solutions during calls.Sell additional protection services offered by the company.

• 

  IntouchCX

  Feb 2024 - now

  Real Time Analyst

  Evaluate large amounts of data Communicate data in a clear and concise manner to Management Teams, Team Leaders and team members Adjust staffing and scheduling according to the changing needs of the business Solicit extra hours or voluntary time off where applicable, to ensure staffing meets forecasted volumes for clients Monitor schedules and escalate issues regarding attendance adherence Work with team members to ensure they know their statistics related to the schedule