Daniel Ponce Email & Phone Number

Monterrey, N.L., Mx

Santiago De Querétaro, Qro., Mx

Monterrey, Nuevo León, Mexico

Create sales orders in SAP.Develop relationships with existing clients to encourage repeat business and loyalty..Schedule delivery shipping accorsing client priority.Compile and analyze sales data to create reports for the sales team or management, which can be used to track performance and identify areas for improvement.Monitor sales metrics and prepare reports, often helping to set and track targetsGenerating regular reports on sales performance, including sales forecasts,… Show more Create sales orders in SAP.Develop relationships with existing clients to encourage repeat business and loyalty..Schedule delivery shipping accorsing client priority.Compile and analyze sales data to create reports for the sales team or management, which can be used to track performance and identify areas for improvement.Monitor sales metrics and prepare reports, often helping to set and track targetsGenerating regular reports on sales performance, including sales forecasts, progress towards Show less

Monterrey Area, Mexico

Collected and analyzed data to support decision-making, ensuring data accuracy by integratingand cleaning it from multiple sources using ELT processes to extract, load, and transform data.Created automated reports and dashboards using tools like Google Sheets and Looker, deliveringreal-time insights into performance and key metrics.Identified trends and patterns in performance data to drive workforce strategy improvements,align efforts with business goals, and implement… Show more Collected and analyzed data to support decision-making, ensuring data accuracy by integratingand cleaning it from multiple sources using ELT processes to extract, load, and transform data.Created automated reports and dashboards using tools like Google Sheets and Looker, deliveringreal-time insights into performance and key metrics.Identified trends and patterns in performance data to drive workforce strategy improvements,align efforts with business goals, and implement process improvements that streamlinedworkflows, boosting operational efficiency and team performance in collaboration withstakeholders.Delivered comprehensive performance metrics, projections, and rankings for FTEs, helping teamsmeet KPIs and improve productivity.Managed and optimized FTE schedules for the next 4 weeks with Sunday-to-Saturday coveragein 30-minute intervals, balancing business needs with employee preferences, and delivering theschedules to the client.Planned staffing requirements for the upcoming 2 months, ensuring seamless operations andadequate coverage.Automated reporting processes, saving the company significant time and resources, including anannual cost reduction of $52,000.Led a high-performing Workforce Management (WFM) team by fostering collaboration, makingdata-driven decisions, and ensuring timely project execution.Mentored team members and led training sessions on data analysis, performanc Show less

Apodaca, N.L.

Analyze daily information of projectDevelop daily, weekly and monthly reports to client and internal project managers.Create special reports according to the client needs and for each project meetings.Develop indicators for improvement opportunities.Analysis, plan and implement process improvement.Be in contacting with data developers teams and client.

Develop and analyze of call and SLA's details every day.Provided reports of every metric every day for a internal review a monthly summary to the client .Develop new strategies to improve metrics.Leading meetings with managers, OPs, projects leads and with the client.Develop a Foda analysis every month

Santa Catarina, N.L., Mx

I provided support to web applications in languages C #,. NET and Java, also reports in EXCEL, ACCESS and SQL, create, remove, and modify users accounts in ACCESS, SQL and with internal company tools.

Monterrey, N.L. Mx

I started giving technical support by telephone, to AT&T U-verse Company for cable, telephone and internet services and explain bills to the customers, at 8 months i was promoted to Floor Support Agent whose function is to advise and resolve agents doubts, monitoring, make some reports, create an action plan for the agents, make weekly and monthly reports on the performance of the agents, helping the supervisor with the closing of payroll, justify adherence and absences. After some time I was… Show more I started giving technical support by telephone, to AT&T U-verse Company for cable, telephone and internet services and explain bills to the customers, at 8 months i was promoted to Floor Support Agent whose function is to advise and resolve agents doubts, monitoring, make some reports, create an action plan for the agents, make weekly and monthly reports on the performance of the agents, helping the supervisor with the closing of payroll, justify adherence and absences. After some time I was helping CCOD deppartment, whose main function was to make call traffic reports,and send to the account manager and managers, also verify the agents are connected, not exceeding their break and lunch time, to no affect the service level. Then I be transferred to Technical Support Specialist deppartment, the main function was provide computer maintenance, virus removal, configure modems, routers and printers, home network setup, network repairs, Windows installation, connect all kind of devices to the wireless network also do tune up to Mac computers. Show less

Monterrey, N.L. Mx

Sales, make daily, weekly and monthly inventory; dealing with distributors to order merchandise and cash handling.

Monterrey, N.L. Mx

I worked two months for the customer service department and 3 months for retentions department on DirecTV Company

Monterret, N.L. Mx

II started Working in AT&T customer service department mostly it was technical support, helping with billing issues, retention process, and sales. In this department I got the Quality Top Performance 2007 Award for the best quality agent in the year, i was promoted to Team Leader was helping to new agents, then I was promoted to Commitments Department to provide excellent experience to the customer , also i was promoted to Quality Agent mostly its monitored to agent group and gave… Show more II started Working in AT&T customer service department mostly it was technical support, helping with billing issues, retention process, and sales. In this department I got the Quality Top Performance 2007 Award for the best quality agent in the year, i was promoted to Team Leader was helping to new agents, then I was promoted to Commitments Department to provide excellent experience to the customer , also i was promoted to Quality Agent mostly its monitored to agent group and gave feedback if is required Supervisor. Show less

Bachelor’S Degree, Bachelor In Computer Systems And Administration

Profesional Scrum Master – Psm