Fernanda Castro

Experience

• 

  Teleperformance

  Sept 2010 - Sept 2015

  Workforce Analyst

  Incorporates management of working times and accounts , analysis andmonitoring the entire process of real time management, Managing dailystaffing and service, the real time tracking and analysis process , Excel reports

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  Aldeas Infantiles SOS El Salvador

  Mar 2013 - Mar 2014

  Comunications and Fundraising Assistant

  Providing support in several actions in communications, corporate partnership,individual donors, social campaigns, logistics and planning fundraising eventsdevelopment of donors database

• 

  OneLink

  Sept 2015 - Dec 2020

  Providing analysis with historical data from different platforms Tableau, salesforce, Zendesk, RingCentral. creating Excel Reports, Staffing, and forecast, Experience with different kinds of programs: calls, cases and emails, optimization of processes. Creating locked and projected revenue reports Incorporates management of working times and accounts , analysis andmonitoring the entire process of real time management, Managing dailystaffing and service, the real time tracking and analysis process , Excel reports,Creating reports of KPI's for multiple accounts, manage data in zendesk

  • WFM Supervisor

    Sept 2018 - Dec 2020

  • Workforce Analyst

    Sept 2015 - Sept 2018
• 

  Webhelp

  Dec 2020 - now

  WFM Management coordinator

  Create revenue projections using historical data, support operations to optimize workforce efficiency . Coordinate staffing schedules and long term planning. Provide executive summary for managers and senior leadership . Provide support and coordinate a team of supervisors and analysts