Gilbert Ledezma Email & Phone Number

Virginia, United States

La Vergne, Tennessee, United States

- Assessed customer feedback in order to continuously improve service delivery processes or procedures.- Managed communication channels between various teams involved in the execution of projects.- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.

Nashville, Tennessee, United States

- Provided technical support and troubleshooting assistance to customers via telephone.- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.- Identified needs of customers promptly and efficiently.

Nashville, Tennessee, United States

- De-escalated customer issues with proven conflict mediation and problem-solving abilities.- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.- Developed behavior execution trackers to help monitor quality assurance performance using tools like MS Forms, MS SharePoint, MS Excel, Power Automate, and Power BI.- Monitored CSR performance, provided feedback, and conducted regular one-on-one meetings to ensure successful job performance.

Nashville, Tennessee, United States

- Extract data from databases using MS SQL Server Management Studio and SQL scripting to create recurring and ad hoc reports with BI tools to help identify trends, patterns, and performance gaps.- Use MS PowerPoint to present data insights and recommendations to a variety of audiences from frontline agents to executive leadership.- Point of contact for policy, procedure, and billing system related issues.- Operational readiness liaison between contact center and national teams.- Achieved 18% improvement in AHT working in a cross-functional partnership with Operations, Learning & Development, and Workforce Management teams by gathering data with MS Forms, developing reporting with MS Excel, VBA, and Power BI, and analyzing data to determine root-cause for high AHT.

Nashville, Tn, United States

- Handled all schedule-related requests, including PTO, shift swaps and overtime using Aspect eWFM and Verint.- Provide recurring and ad hoc reports to monitor and provide improvement insights and opportunities based on patterns, trends, and behaviors using SQL scripting, MS Excel, and VBA.- Provide insight and interpretation of historical and real-time reports to monitor cost efficiencies.- Support Operations partners with adequate staffing for optimum handling of calls considering arrival forecasts, patterns, trends, and seasonality.- Support Operations staff by scheduling shrinkage time with minimum impact to efficiency.- Supported the contact center system transition efforts from Aspect eWFM to Verint, and from Avaya ACD to Cisco UCCE.- Improved departmental onboarding experience by creating and maintaining Standard Operational Procedures (SOPs).

Nashville, Tn

- Resolved customer inquiries regarding software installation, configuration, hardware setup, installation, network connectivity issues, and more.- Create trusting customer experience by providing resolution to customer issues.

Puerto Rico

- Identified needs of clients promptly and efficiently.- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.- Demonstrated leadership by making improvements to work processes and helping to train others.- Scheduled validation testing with different departments and managers.- Developed protocols for validating processes and equipment against internal, industry, and manufacturer standards.

Panama

- Directed and executed implementation of business plans to achieve goals and objectives.- Developed programs, classes and treatment protocols based on client assessments, requests and needs.- Resolved issues through meticulous research and decision-making.- Promoted business on social media platforms to maximize brand identity and generate revenue.

Master Of Business Administration - Mba, Data Analytics, 3.58

Bachelor Of Science (B.S.), Chemical Engineering

Activities and Societies: AiChE Student Chapter Member

Diploma, High School/Secondary Diplomas And Certificates