Ruben Sandoval Email and Phone Number

Services The Patient Service Center(PSC) with data analytics, forecasting, queue management and additional ACD technology support to optimize service levels and deliver on our first call resolution, access, and Net Promoter Score targets. Supports the efforts of our PSC by mining, extracting, and utilizing appropriate data to deliver daily, weekly, and monthly dashboards on all appropriate PSC metrics. Interacts with management and executives to plan, develop and execute PSC strategic initiatives. Responsible for the operation of the workforce management tool, configuring the setup, scheduling, analysis, and forecasting functions to ensure service level commitments are met.

Provide support for Call Center technology functions including Sales and Marketing. Administer Workforce Planning technology and processes to optimize the quality and efficiency of sales and service delivery. Implement operational improvements to ensure adherence to business practices and procedures. Call Center Business Analyst also provides operational input into strategic planning for future growth opportunities.

Conduct door-to-door sales of broadband (cable, internet & digital phone) services. Meet established sales targets across company product lines. Effectively works all addresses as assigned to maximize sales activity and increase penetration of all products.

Oversee scope of Workforce tools and processes needed to maintain a productivity, reduce labor costs and ensure operations goals are achievedDeveloped and executed the strategic vision and direction through inspiration and leadership through routine responsibilities and initiativesPartner with senior leaders and business partners to influence actions to address performance gaps including analysis and future recommendationsEnsured all required strategic operations data was tracked and trended for performance summary analysis in various areas on a continuous basis

Responsible for managing workflow and analyzing workforce efficiency for approximately 800 employeesResponsible for daily, weekly and monthly administration of the workforce management systemManaged departments to properly staff inbound calls in an efficient and productive manner.Forecasted both short- and long-term call volumes and staffing needsAnalyzed call volumes and patterns and reported forecast and actual performance for sites and/or call handling groupsUsed workforce tracking tools to maintain information on employee activity and status, including scheduled assignments and absences, meetings and other schedule exceptionsProvided information needed to evaluate requests for schedule alterations or exceptions, as well as to analyze accuracy of forecast workloads, staffing requirements and staff scheduled