Jorge B. Email & Phone Number

I’ve been in customer centric contact centers for 17 years. 13 of those years have been in a workload planning and forecasting/workforce management role. I’ve been a frontline employee going above and beyond for the customer, individual contributor as a senior analyst, a mentor to less experienced WFM employees, and a direct-reports Leader that empowers and develops employees into the next level of WFM. All of the skills that I have gained through increasing responsibilities throughout the years have equipped me with the ability to make data-driven, employee-impact conscious, and most important, solution-driven decisions that are measurable through results. - I’ve led capacity planning that has improved service levels by 20% by month while adhering to budget, all from Microsoft Excel. - I’ve led efforts that improved First Call Resolution survey results by 10% by reducing internal Transfer Rate by 15%, through improvements in routing infrastructure. Improved daily Call Volume forecasting accuracy from average +/-15% to within +/-5% by building a Quantitative Model involving a combination of Time Series and Associative modeling (linear regression for YoY predictions)- I've led call center conversion to a 24x7 model with very limited historical data without affecting weekly service level performance post-implementation.

Listed skills include Data Analysis, Trend Forecasting, Budget Forecasts, Operational Planning, and 5 others.