Daniel Macias Email & Phone Number

Colombia

Toronto, Ontario, Canada

Managed real-time queues and ensured adherence to KPIs across multiple lines of business. My responsibilities included allocating activities to agents, analyzing service levels, and addressing unplanned interruptions promptly. I excelled in creating and distributing reports for management and handling emails efficiently.

Vancouver, British Columbia, Canada

Managed a diverse inventory of meat, seafood, and poultry products, ensuring precise tracking of incoming and outgoing stock. Alongside maintaining a clean work area, I provided exceptional customer service, prioritizing timely and efficient assistance for clients. My keen organizational skills and attention to detail were instrumental in overseeing stock management effectively.

Bogotá, Distrito Capital, Colombia

– Trained new Real Time Analysts and standardized processes through video guides and manuals, enhancing operational efficiency. With a focus on KPIs such as Average Speed of Answer and Average Handle Time, – Analyzed real-time data to identify trends and recommend improvements, developed and maintained dashboards and reports using Excel and Avaya CMS Supervisor, providing hourly, daily, and monthly tracking of KPIs. – Generated ad-hoc reports to support management decision-making. Through clear communication and concise recommendations.– Ensured alignment with KPI trends and conducted data audits to maintain reporting accuracy. My training efforts resulted in a 100% certification rate for Real Time Analysts, underscoring my commitment to skill development and performance excellence.

Bogotá, Distrito Capital, Colombia

Provided outstanding customer service by handling up to 75 inbound calls per shift, addressing merchant inquiries and resolving issues promptly. I collaborated effectively with cross-functional teams like Tier 2, Risk, and Collections to ensure swift resolution of customer concerns, enhancing overall satisfaction levels. Maintaining meticulous records, I achieved a 97% rate of account notation accuracy, reflecting my attention to detail. Furthermore, I consistently upheld quality standards, scoring over 95% compliance by adhering to correct procedures, ensuring consistency and reliability in service delivery.

Cajicá, Cundinamarca, Colombia

Conducted audits on food safety protocols, identifying potential risks and proposing adjustments to the milk processing procedures to enhance safety measures. Additionally, I maintained control over master documents including manuals, instructions, forms, and licenses, ensuring compliance and accessibility. I organized and indexed new documents into the central control file, facilitating efficient document management. Furthermore, I performed water balances to pinpoint critical points in the process, enabling proactive changes to improve overall efficiency and safety standards.

Diploma Of Education, Business Administration And Management, General

Engineer'S Degree, Chemical Engineering