Carlos Alberto H. Email & Phone Number

Peru

• Head of Forecasting and Capacity Planning. Contact Center headcount: Over five hundred team members with monthly earnings which can go as big as fifteen million dolars. In charge of eigth analyst senior and six Real.
• Provide consultative and analytical support in the development of strategic workforce plans to address complex strategic workforce planning issues.

Lima, Lima, Perú

• Head of Forecasting and Capacity Planning. Contact Center headcount: Over six thousand team members with monthly earnings which can go as big as four million euros. In charge of three analysts and nine WFM Real Time.
• Workforce Management and Business Intelligence Lead. Responsible for following key performance and productivity indicators of each of the services provided by the Contact Center.
• Analysis and development of operational strategies, in order to improve efficiency and productivity, to avoid anything that can jeopardize any of the services provided by the Contact Center.
• Provide consultative and analytical support in the development of strategic workforce plans to address complex strategic workforce planning issues.
• Through data analysis, I provide recommendations and make presentations on workforce trends, forecasts, supplies and gaps.

• Developed the first Business Intelligence dashboard, which allows risks’ control for our main clients.
• Established a new model that would calculate the pricing for a Health Insurance. With the new implemented tools we got to improve the accident rate of the people in more than 266 clinics all over Peru.

• Outsourcing project in the income insurance department for América Móvil.
• Use of Oracle database as a way to manage the information of the bills. We also developed apps in Linux reducing the execution time by 90%.

• Head of Forecasting and Capacity Planning. Contact Center headcount: Over five thousand team members with monthly earnings which can go as big as three million euros. In charge of four analysts and six WFM Real Time.
• Workforce Management and Business Intelligence Lead. Responsible for following key performance and productivity indicators of each of the services provided by the Contact Center, which can go from inbound, outbound.
• We implemented a datamart which integrated all the results of the following platforms: Altitude, Genesys, Inconcert and Onemarketer.
• Planning and Implementation of the Integrated Operational Management System, developing responsibilities as a Product Owner so it can be use throughout the entire company.
• With this Integrated Operational Management System we got to improve customer satisfaction by twelve percent points as well as increased productivity by fifteen percent points and reduce the not-ready-time by fifteen.

• Developed the first Business Intelligence dashboard, based on a standard established by a COPC (Customer Operation Performance Center).
• Talktime improvement from 40% to 65% with Movistar Perú, identifying automations in the process of data collection and establishing not-ready alerts. The average ticket went from 55 soles to 70 soles. Headcount: From.
• Decreased contacting time to a possible churn customer to less than a minute when before it could take more than 40 minutes, increasing the numbers of clients who wanted to stay. The number of customers who stayed with.

• Created the architecture and design of front-end and developed the first Business Intelligence dashboard all across different cities in Latin America such as: Lima, Perú, Concepción, Chile and Cali, Colombia. My.
• At a Latin American level, we implemented more than 200 improvements that could be applied to data collecting processes, modifying forms that were developed in Altitude 7.5 & UCI8. Improvements which then were followed.

Perú

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Diplomado En Business Intelligence & Business Analytics, Gestión Estratégica De La Información

Bachelor Of Engineering - Be, Ingeniería De Sistemas E Informática, Higher Fifth

Especializado En Microsoft Excel Avanzado, Microsoft Excel Avanzado, Primer Puesto

Primer Puesto

Especializado En Modelamiento De Negocios, Uml 2.0