Astrid De León

Astrid De León Email and Phone Number

Jefe de Contact Center @ Banco CHN
Guatemala
Astrid De León's Location
Guatemala City, Guatemala, Guatemala, Guatemala
About Astrid De León

I have a little over 5 years of experience in the Call Centre and BPO industry. Started as a Back Office Agent and quickly made my way up to the Workforce Management department where I'm currently working in and where I've found my passion. I am an experienced Workforce Management Analyst with a focus on scheduling and staffing optimization. With 3 years of experience in this field, I have developed expertise in managing non-productive time request process, reviewing scheduling change requests, analyzing current staffing and efficiencies to ensure proper staffing in all skills 24/7 and gathering and analyzing data to create reports that could help management make data-driven decisions.Overall, I am a dedicated and detail-oriented professional committed to delivering exceptional results and driving continuous improvement.

Astrid De León's Current Company Details
Banco CHN

Banco Chn

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Jefe de Contact Center
Guatemala
Website:
chn.com.gt
Employees:
554
Astrid De León Work Experience Details
  • Banco Chn
    Jefe De Contact Center
    Banco Chn
    Guatemala
    View
  • Banco Chn
    Analista Senior De Inteligencia De Negocios
    Banco Chn Aug 2023 - Present
    Guatemala, Guatemala
    View
  • Telus International Central America
    Scheduling Analyst
    Telus International Central America Dec 2022 - Aug 2023
    Guatemala
    - Develop schedules that effectively deliver staffing levels- Manage non-productive time request process, ensure activities are planned without impacting SLAs- Review and process scheduling change requests- Perform ongoing analysis of current staffing and efficiencies comparing them to current staffing requirements to ensure proper staffing in all skills 24/7- Lead weekly staffing review meetings detailing the previous week's performance, the forecasted performance of the current and future weeks while also identifying any risks- Schedule and optimize team meetings, one on ones, training, and various other activities
    View
  • Telus International Central America
    Real Time Analyst/Reporting Analyst
    Telus International Central America Jan 2022 - Dec 2022
    Guatemala
    - Monitoring all queues and ensuring adequate actions are taken on rosters to ensure target metrics areachieved in the Call Center- Monitor agent activities ensuring adherence to schedules and activity entries are up to date with scheduling systems.- Gather and analyze data to create reports and dashboards with information that could help Management take decisions.- Researched and analysed new statistical data trends for financial strategies.
    View
  • Cooitzá
    Directora De Auditoría Interna
    Cooitzá Sep 2021 - Jan 2022
    Guatemala, Guatemala
    View
  • Banco Promerica Guatemala
    Analista De Productividad Y Eficiencia
    Banco Promerica Guatemala Sep 2019 - Sep 2021
    Guatemala, Guatemala
    - Análisis de tendencias para elaboración de pronósticos.- Planificación de recurso humano para Call Center- Búsqueda de soluciones para garantizar niveles de servicio en todas las áreas de Call Center- Análisis y manejo de bases de datos.- Programación de actividades- Elaboración de reportes en Microsoft Excel para Gerencia- Manejo de herramienta Workforce Management de Genesys
    View
  • Banco Promerica Guatemala
    Asistente Back Office
    Banco Promerica Guatemala Nov 2017 - Sep 2019
    Guatemala, Guatemala
    - Auditorías internas a procesos ejecutados por asesores de Servicio al Cliente- Elaboración de matrices de riesgo de procesos de área- Monitoreo de actividades de asesores de Servicio al Cliente velando por prevención de fraudes- Apoyo a supervisión de área- Elaboración de reportes en Microsoft Excel para Gerencia}- Control y organización de correo interno
    View
  • Durantas, S.A.
    Recepcionista / Analista De Departamento De Compras
    Durantas, S.A. Oct 2016 - Nov 2017
    Guatemala, Guatemala
    - Atención a clientes y Proveedores- Atención de llamadas y correos- Clasificación y entrega de correspondencia- Elaboración de cotizaciones con base en órdenes de compra- Ejecución periódica de inventarios físicos de insumos- Control de kárdex de insumos- Control de pago a proveedores- Gestión de pedidos y recepción de envíos

Astrid De León Education Details

Frequently Asked Questions about Astrid De León

What company does Astrid De León work for?

Astrid De León works for Banco Chn

What is Astrid De León's role at the current company?

Astrid De León's current role is Jefe de Contact Center.

What schools did Astrid De León attend?

Astrid De León attended Universidad De San Carlos De Guatemala.

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