Allan Sosa
Ecolab
Van Nuys
1
Certification
12
years of professional experience
Assisted in managing workforce operations and optimizing schedules to enhance team efficiency.,Supported cross-functional teams in achieving objectives and improving customer satisfaction.,Contributed to performance management and conflict resolution initiatives for employee development.
Work History
Service Specialist
2 Years- Manage customer relationships and deliver high-quality service across assigned accounts.
- Drive revenue growth through consultative selling and identification of additional service opportunities.
- Prioritize daily workloads, ensure service compliance, and maintain operational standards.
- Resolve customer concerns while strengthening long-term client retention.
- Maintain detailed service documentation and performance records.
Workforce Management / RSC IV
9 Years 8 Months- Coordinated workforce operations supporting 240 employees and 100+ daily field dispatches.
- Optimized technician routing and scheduling, improving productivity and on-time performance.
- Partnered with leadership to develop staffing forecasts, workforce reports, and operational recommendations.
- Managed employee onboarding, system access, and credential administration across multiple states.
- Led high-volume customer service operations while maintaining a 95% customer satisfaction rating.
- Developed Excel-based reporting tools, SharePoint solutions, and workflow automations that improved efficiency.
- Collaborated with multiple departments to resolve escalations and drive operational improvements.
Education
Certificate Program
Skills
Team Leadership
Employee Coaching
Workforce Management
Operations Management
Performance Metrics
Scheduling & Forecasting
Customer Experience
Process Improvement
Project Coordination
Reporting & Analytics
Conflict Resolution
Cross-Functional Collaboration
Call center operations
Product and service solutions
Spreadsheets
Certification
- Cisco CCNA Certification Program Completion
- NCTI Effective Communication (2022)
Education & Certifications
2022 Q3 Quarterly Achievement Award, 2023 Q3 Quarterly Achievement Award
Accomplishments
2022 Q3 Achievement Award
2023 Q3 Achievement Award
Languages
Spanish
Native or Bilingual
Timeline
Service Specialist
Ecolab
07.2024 - CurrentRead More
Workforce Management / RSC IV
Charter Communications
11.2014 - 07.2024Read More
Los Angeles Pierce College
Certificate Program
Read More