Jorge B.

Jorge B. Email and Phone Number

Manager, Workforce Programs @ Samsara
san francisco, california, united states
Jorge B.'s Location
United States, United States
Jorge B.'s Contact Details

Jorge B. personal email

n/a
About Jorge B.

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.

Jorge B.'s Current Company Details
Samsara

Samsara

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Manager, Workforce Programs
san francisco, california, united states
Website:
samsara-online.be
Employees:
1672
Jorge B. Work Experience Details
  • Samsara
    Manager, Workforce Programs - Global Customer Support
    Samsara May 2023 - Present
    View
  • Samsara
    Workforce Manager, Global Customer Support
    Samsara Dec 2022 - Jul 2023
    View
  • Wells Fargo
    Lead Analytics Consultant
    Wells Fargo Aug 2022 - Dec 2022
    View
  • Block
    Workforce Management
    Block Mar 2022 - Aug 2022
    View
  • Arizona Public Service - Aps
    Supervisor, Workforce Management
    Arizona Public Service - Aps Dec 2019 - Mar 2022
    Phoenix, Arizona Area
    View
  • Usaa
    Senior Capacity Planner
    Usaa May 2016 - Dec 2019
    Phoenix, Arizona Area
    View
  • American Express
    Sr. Business Analyst
    American Express May 2015 - May 2016
    Phoenix, Arizona Area
    Centralized Call ManagementLACC Services for CSO PA & GSM
    View
  • Verizon Wireless
    Sr. Ftl Analyst (Resource Planning)
    Verizon Wireless Feb 2007 - May 2015
    Chandler, Az
    Forecasting and Analysis for West Area Force to Load.
    View

Jorge B. Skills

Data Analysis Trend Forecasting Budget Forecasts Operational Planning Project Planning Microsoft Excel Telecommunications Customer Service Technical Support

Frequently Asked Questions about Jorge B.

What company does Jorge B. work for?

Jorge B. works for Samsara

What is Jorge B.'s role at the current company?

Jorge B.'s current role is Manager, Workforce Programs.

What is Jorge B.'s email address?

Jorge B.'s email address is jo****@****aps.com

What skills is Jorge B. known for?

Jorge B. has skills like Data Analysis, Trend Forecasting, Budget Forecasts, Operational Planning, Project Planning, Microsoft Excel, Telecommunications, Customer Service, Technical Support.

Who are Jorge B.'s colleagues?

Jorge B.'s colleagues are Gabriel Kress, Tongan Cai, Shubham Dwivedi, Victor Mendoza, Krzysztof Kruk, Karissa Bradley-Evans, Stacy Tacher.

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