Jonathan Ramirez Sanchez Email & Phone Number

Mexico

Trabajo directamente con el grupo de RTA-WFO Analistas de US Sunrise y Toronto brindando servicio al mercado de US y al centro de operaciones de US Mexico, adicional se da soporte al grupo de agentes que apoyan con la atención de llamadas en español en la India. Algunas de mis responsabilidades han sido: • RTA para los segmentos Hilton, CPS y Platinum del mercado US. • Sheduling, RTA y planeacion para el grupo de GNA New Acc Spanish Gate en Mexico de llamadas de la India. • Planeación de meetings, feedbacks, huddles del mes de un grupo de mas de 500 agentes. • Seguimiento y análisis de métricas como CHT, non adherence del grupo y emitir recomendaciónes• Crear escenarios a fin de mantener las métricas en goal. • Presentacion de resultados a nivel directivo. • Mantener comunicación con diferentes áreas como Kronos, payroll y WFO para la optimización de recursos y eficiencia operativa. • Punto de contacto nivel Acting TL con la dirección y managers de GOCM US/CAN. • Manejo de sistema Genesys y AvayaI work directly with a team based in US Sunrise and Toronto supporting the US Mexican HUB and also a small group supporting the call center in India with spanish speaking costumers. Some of the task I am in charge or have been in charge are the following:• RTA support for Hilton, CPS and Platinum segments of the US market.• RTA, Sheduling and Planning services for the GNA New Acc Spanish Gate group in Mexico City working directly with our branch in India.• Planning monthly meetings, feedbacks, huddles for a group of more than 500 current agents.• Analysis of metrics such as CHT, non-adherence time of the group and giving recommendations• Presentation of results at management level.• Maintain strong communication with different areas such as Kronos, payroll and WFO for the optimization of resources and operational efficiency.• Acting TL level contact point with Directors and Manager of GOCM US/CAN.• Genesys and Avaya system management

Mexico City, Mexico

Created long-term capacity plans (3 yeards ahead) for customer service for the most important groups: Frontline, Premium, Citibanamex Priority, Citibanamex Beyond and Fraud. Some of my tasks were:• Participate in the designing planning process with cost-benefit scenarios for migration of the new Call Center from Mexico City to Metepec and coordinate the migration to the new site.• Analyzing call volume, AHT, seasonality factors, trends and other operational issues that could impact our customer contact rate and offer recommendations.• Analysing attrition and design strategic hiring plans to cover operation with the right staff.• Consider impacts and provide recommendation for FTE required. • Create cost-benefit scenarios, business plans, and annual forecasts considering new projects and budgets withing the bank.• Organized monthly capacity plan reviews with directors to follow up initiatives.

Mexico City, Mexico

Created short-term capacity for customer service for the most important groups: Premium, Citibanamex Priority, Citibanamex Beyond and Fraud. Some of my tasks were:• Creating call and AHT daily forecasts by analysing of trends to build short-term daily plans • Organized weekly and monthly plan review sessions with directors and managers • Created cost-benefit scenarios to identify impacts of marketing campaigns and new products and help the bank to save resources • Create for 3 years the “Buen Fin” forecast campaign based on former trends and expectations to organized the FTE required. Organized reviews with directors.

Mexico City, Mexico

Analista de contracargos para clientes Citibanamex Brasil Encargado de realizar analisis de aclaraciones para clientes del mercado brasileño no reconocidas y emitir contracargos para recuperar los fondos, clasificacion de cuenta de contracargo mediante analisis de skimming POC, Fraud Application etc. A cargo de realizar gestiones y acuerdos con las principales marcas Mastercard, VISA, Discover y diner's club a través de contracargos, pre arbitraje y arbitrajes donde el 90% de los casos fueron ganados a favor de citibanamex.