Sergio Gonzalez Email & Phone Number

El Paso, Tx, Us

El Paso Metropolitan Area

El Paso Metropolitan Area

- Experienced in creating and managing call center reporting using SQL, VBA, Excel, and Tableau- Proficient in pulling data from Verint, Avaya CMS, and Varolii to create actionable reports- Skilled in data analysis and manipulation, with a strong understanding of database design and query optimization- Adept at developing and implementing complex reports, dashboards, and visualizations to meet business requirements- Responsible for managing various reporting projects, ensuring that all deliverables are completed on time and within budget- Collaborate with other departments to identify reporting needs, provide data-driven insights, and develop solutions to meet organizational goals- Strong analytical skills, with a proven ability to turn data into insights and drive operational improvements- Excellent communication and collaboration skills, with a track record of working effectively with cross-functional teams.

El Paso, Texas, United States

- Assist in administration of schedule adherence, exception time management and real-time chat routing through utilization of workforce management software (Verint, Avaya CMS, Varolii)- Coordinate real-time scheduling of team meetings, supervisor coaching sessions, training, and other scheduled off-call activity- Monitor real-time adherence and statistics and communicate with Supervisors to ensure activity is managed efficiently throughout the day- Assist in monitoring of sick calls, tardiness, and entering real-time exceptions into Verint (absence, tardiness, meetings, overtime, etc.)- Generate and communicate nuance dialer activity and ensure records are completed as required- Monitor intra-day volume to outsourcers to ensure load balancing and compliance to forecast agreements- Assist Workforce scheduler in administration of overtime and voluntary time off (VTO) programs- Forecast potential over-staffing/under-staffing conditions and adjust real-time staffing based on Call Center needs

El Paso, Texas, United States

El Paso, Texas, United States

El Paso, Texas, United States

- Assist and educate clients on how to conduct simple transactions through self-service technologies- Work with customs to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs- Worked with clients to address and respond to client and partnership management issues.- Proactively manage risk in every business, product and service transaction leveraging available tools

El Paso, Texas, United States

- Took necessary steps to meet customer needs and effectively resolve food or service issues - Resolved guest complaints promptly and professionally - Served as mentor to Team Members - Communicated clearly and positively with co-workers and management - Assisted management with monthly inventory control and weekly stock ordering- Took initiative to find extra tasks when scheduled duties were completed

El Paso, Texas, United States

- Protects organization's values by keeping information confidential- Compiles and maintains records of quantity, type, and values for Data records and posts totals to inventory using Microsoft Access, MARx and Medforce- Produced monthly performance reports for Accuracy & Production metrics- Establish best practices in each application development, data visualization and process flows- Train, coach and mentor staff to ensure smooth adoption of new databases