• 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 Time Analyst.• Provide consultative and analytical support in the development of strategic workforce plans to address complex strategic workforce planning issues.

• 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 Analyst. • 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 Analysts.• 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, whatsapp and chat to leads and even e-mail(s).• 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 percent points. We implemented this in more than 80 projects for clients such as: Telefónica del Perú, Argentina, México y Ecuador, Cencosud Perú y Argentina, BANBIF, BCP, Banco Pichincha and IPSOS. SIGO Project was developed by the Corporate software development team based in Spain using SCRUM.

• 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 300 to over 1000 in only 3 months guaranteeing a steady performance.• 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 Movistar Peru changed for the better from 25% to 40%.

• 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 experience goes abroad Peru, working alongside with people living all the way in Manila, The Philippines as well as Ribeirao, Portugal, delivering new software developments required by each country.• 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 by our Spain office.

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