Rodolfo J.
✨ Newly AddedReal time analyst
Notable Highlight
Demonstrated expertise in real-time workforce management, operational reporting, and performance analysis supporting high-volume contact center operations. Managed service levels, monitored agent adherence, and provided actionable insights enabling supervisors to make informed staffing decisions.
Experience Summary
Workforce Management and Contact Center professional with more than five years of experience in real-time operations, reporting, workforce optimization, and customer service. Monitored service levels, managed staffing requirements, analyzed operational performance, and supported data-driven decision-making in fast-paced environments. Combined strong analytical skills with a technical background in Full Stack JavaScript development to deliver operational efficiency and continuous process improvement.
Key Achievements
Consistently contributed to achieving service level agreements, productivity targets, and customer satisfaction objectives through effective workforce monitoring and operational support. Produced accurate daily, weekly, and intraday reports that enhanced visibility into business performance and informed strategic decision-making. Completed a Full Stack Developer Bootcamp while maintaining full-time employment, demonstrating commitment to continuous learning and professional development.
Skills
Work Experience
Customer Service Representative
TC · November 2019 – Present
- Deliver customer support, resolve account issues, process refunds and account updates, and consistently meet productivity, quality, and customer satisfaction goals.
Real Time Analyst
Alo. · September 2019 – November 2022
- Manage real-time call queues, staffing, and service levels to achieve client KPIs.
- Prepare daily, weekly, and intraday operational reports.
- Monitor agent adherence and coordinate schedule adjustments.
- Analyze call trends and recommend staffing changes.
- Provide supervisors with real-time operational insights for forecasting and decision-making.
Customer Service Representative
Alo. · October 2018 – September 2019
- Deliver customer support, resolve account issues, process refunds and account updates, and consistently meet productivity, quality, and customer satisfaction goals.