Jose J. Email & Phone Number

Los Angeles, CA, US

La Mirada, California, US

• Assess the daily performance of call centers and manage real-time staffing changes to ensure payroll targets and service level objectives are achieved.
• Oversees quantitative analysis and the creation of predictive models used for enhancing forecasting accuracy, which improved by 10%, keeping us within 5% variance.
• Ensures LOB scheduling and forecasting functions are delivered and optimized to ensure the FTE plan is achieved and proactively makes recommendations to senior leadership for improvement in scheduling operations.
• Increased adoption of Alteryx and Tableau reporting by elimination a total of 25 hours a week of manual processes.
• Develop and document standards, policies, processes, and business rules around workforce management for a multi-site environment.

La Mirada, California, US

• Perform continual analysis of multi-skills current performance (noting recent historical trends) and conduct real-time re-forecasting to a daily, weekly and monthly basis for multi-site operations making necessary.
• Generate new schedules or schedule changes for multi-skilled staff across multiple locations that optimize staffing to best meet call volume patterns.
• Lead weekly staffing meetings detailing previous and current week’s performance and forecasted performance of current week and following months, providing a plan of improving business objectives with call center cost.
• Manage non-productive time (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) ensuring activities are planned without impacting SLAs. Making scheduling adjustments and.
• Recreated the Capacity Dashboard report using Alteryx workflows and dynamic formulas automate 100% reducing 1hr/week of manual process to 10 min.
• Created and automated a SMaC report using Alteryx workflows and Tableau stories which eliminated 2hr/week of manual process.

Parsippany, New Jersey, US

• Support the distribution center operations and management through the maintenance of labor management program (Red Prairie) by application of basic Industrial Engineering techniques, communication via report generation.
• Create VBA programs to automatically update Excel workbooks and external data queries improving accuracy by 15%.
• Collaborate with Warehouse Management System (WMS) Engineering team to automated multiple reports that updates Excel file from internal WMS software using SQL queries and Visual Basic for Application (VBA) scripts.
• Create daily reports on Excel or Access showing how the building is running such as current capacity, KPI's, CPH's and material flow status.

Parsippany, New Jersey, US

• Plan and execute of wave drops using Tracs and Warehouse Management System (WMS) based on forecast and demand to stores, maintaining a 96% average cube utilization above company 94% goal. Effectively partners with the.
• Became the "go-to" person for Excel reporting questions.
• Created/Improve interactive worksheets and dashboard reports using filters, macros (VBA) and formulas (Index, match, vlookup, pivot tables) that simplify reporting accuracy and reduce process time by more than 50%.
• Presented dashboards to Operation Manager that tracks online orders released from Warehouse Management System (WMS) for shipping status that decrease the time from legacy manual process by over 90% by using SQL queries.
• Launched process that allowed us to verify inventory locations quickly and efficiently to make sure the quantity orders are met to ship out to the stores into 5 mins report from old process time that took around 1-3hrs.
• Assisted with automation of finance department’s manual processes by writing VBA code and using macros and formulas to speed processes and maximize accuracy.

Greenwood Village, Colorado, US

Work in a fast-paced call center environment to take incoming technical calls from customers. Which I listen then analyze, troubleshoot and resolve technical issues for voice, text, signal or data installation and connection issues. In the event the issue cannot be resolved, would escalate the call to the next tier of support or arrange dates, times &.

Omaha, NE, US

• Manage 300+ agent schedules to ensure optimum efficiencies in call management, providing real time workforce reporting, efficiency and productivity analysis, as well as planning and implementing solutions to improve.
• Monitors Real Time Queues (Avaya CMS Supervisor) and agent’s adherence and compliance to their schedules (Spectrum eWFM Software) to ensure service level targets consistently met; maintained a 92% service level in an.
• Tracked, analyzed and delivered to senior management accurate call volume, service level statistics, staffing plans and resource requirements to enable optimal operations.
• Gather necessary data to accomplish analysis from several complex sources accumulate it together into a simple spreadsheet dashboard (e.g. status reports, dependency trackers, KPI, metrics and business models) using.
• Created many complex scripts using Visual Basic for Application (VBA) to automatically manipulate data needed for importing/exporting from CMS to Excel into internal database decreased more than 60% process time from.
• Develop Visual Basic for Application (VBA) scripts to import activities from spreadsheet into Spectrum (eWFM Software) decreasing 70% of processing time and improving schedule adherence by 5% daily.

Greenwood Village, Colorado, US

• As a Provisional Supervisor, managed a team of 18+ Customer Support Representatives (CSRs)
• Enhanced team performance through coaching, development, feedback, and effective communication.
• Selected 1 of 5 CSRs to participate on a Talent Development Program (TDP), oversaw a CSR’s development, and by the end of the month that CSR was among the top 10 representatives.
• As an Escalation Team Representative, walking the floor, assisted Associates and new hires with resolving technical issues, customers’ concerns, and/or difficulties following a procedure.
• Developed/Improved multiple reports that helped better manage the metrics of the senior rep group as well as the agents; improved efficiency and productivity by 5%.
• Monitored call center agent’s calls to ensure that were following the guidelines they learned in training & received a score of 100% on their surveys taken by the customer about their experience with the company

Greenwood Village, Colorado, US

• Promoted to Sr. Technical Support Representative within a year for a superior performance.
• Maintaining at least a 95% scorecard including Average Handle Time, First Call Resolution, Customer Experience.
• Diagnosed and resolved technical hardware and software issues involving internet connectivity, email, calls, text and signal in a fast-pace environment.
• Answered multi-line phones and utilized active listening skills to assess client's issues and challenges. Researched in multiple computers software and databases to resolve issues and deliver timely follow-up.