Isaac Rodriguez Email & Phone Number

Dallas, Texas

Plano, Texas

Provide real-time monitoring via available tools (RTA, Aspect, CMS Supervisor, Teleopti) and workforce management techniques to make intra-day adjustments to maximize resources efficiently and achieve service level goals/business objective.• Performs continual analysis of current performance and conduct real-time reforecasting to make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives. • Maintains… Show more Provide real-time monitoring via available tools (RTA, Aspect, CMS Supervisor, Teleopti) and workforce management techniques to make intra-day adjustments to maximize resources efficiently and achieve service level goals/business objective.• Performs continual analysis of current performance and conduct real-time reforecasting to make necessary adjustments in staffing plans and coordinate with operations teams to achieve service level goals and business objectives. • Maintains constant communication with operations teams to coordinate needed staffing adjustments based on current and forecasted results.• Compares actual results to forecasted results, identifying opportunities for improvement.• Collaborates with WFM teammates to identify areas of opportunity in forecasting and scheduling process. Provides daily/intra-day performance reports and status to leadership. • Provide reports on agent attendance, scheduled and unscheduled to management teams.• Assists with transition from Aspect to Teleopti (main workforce management systems). Show less

Irving, Texas

• Reviewed customer surveys to determine number presented by managers, advocates, and types of calls receiving feedback for; data used to determine level of performance on call types and receipt of valid number of surveys.• Managed customer requests regarding increases to debit card limits. Ensure cards set back to default limits by monitoring card change request timeframes.• Reviewed customer cases ensuring research and resolution meets timeframe for resolution; determine case… Show more • Reviewed customer surveys to determine number presented by managers, advocates, and types of calls receiving feedback for; data used to determine level of performance on call types and receipt of valid number of surveys.• Managed customer requests regarding increases to debit card limits. Ensure cards set back to default limits by monitoring card change request timeframes.• Reviewed customer cases ensuring research and resolution meets timeframe for resolution; determine case status and work with case managers to push case to closure meeting defined service level expectations.• Compiled data gathered by Team Leads regarding questions being asked by associates. Utilized Excel to compile data providing leadership with view of top question categories and areas where enhanced training is required.• Pulled department CSat data (advocates receiving all 5’s on customer surveys) to ensure advocates receive recognition for high levels of performance promoting team morale.• Reviewed advocate QA scores, feedback and calls to validate feedback received from QA team. Discuss findings with advocate explaining reason for scores, or addressed areas under dispute with QA team ensuring fair measurements and positive team morale.• Coached agents on call management; specific case resulted in agent improved performance with increased success in ratings for empathy, listening, educating, and offering and documenting case specifics. Show less

Irving, Texas

• Provided associate feedback through on-line grading system and via one-on-one coaching sessions with focus on enhancing level of customer service.• Assisted with restructuring of grading/coaching format and delivery process to associates.

Irving, Texas

• Coached and developed associates to improve productivity, efficiency and effectiveness metrics.• Managed daily leadership duties ensuring team met compliance policies and procedures as defined by bank and regulatory agencies eliminating risk of fines and fees for non-compliance.

Irving, Texas

Irving, Texas