Claudio Andrés Peña Wilches
Vancouver,BC
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Results-oriented Analyst skillful in managing and breaking down large volumes of information.
Hardworking and passionate job seeker with strong organizational skills ready to help team achieve company goals.
Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
5
5
years of professional experience
Work History
Contact Center Analyst
Medtronic
04.2022 - 12.2023
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Supported the customer service area based in Canada from a management and financial standpoint.
- Forecasted the incoming volume of contacts from the clients to assure all the staff was ready to respond to business needs.
- Reduced the forecast accuracy from 20% to 10% which made the business more profitable.
- Mapped all the organization training, proficiency skills to better manage the staff according to the business needs.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Workforce Jr Analyst
Teleperformance
11.2020 - 03.2022
- Enhanced data analysis accuracy by implementing new data validation techniques and tools.
- Supported on a daily basis delivery of performance reports which features main KPIs to provide meaningful insights to the operation.
- Forecasted volume demand in regards of the AHT to provide suitable insights to the operation to a profitable business.
- Developed Excel-based financial models to support budgeting and forecasting efforts, leading to better resource planning.
- Assisted with the preparation and presentation of monthly and quarterly financial reports, ensuring timely submission and compliance with regulatory requirements.
- Supporting middle-term and long-term forecasting considering hiring new staff depending the volume demand, AHT curves and training sessions schedule.
Workforce Mission Controller Analyst
Teleperformance
09.2019 - 11.2020
- Enhanced daily basis reporting providing better understanding to the stakeholders with a granular level of detail.
- Supported real-time operational performance taking care of business needs to ensure profitability.
- Enhanced communication between the areas involved in the operation of the contact center to ensure real time accomplishment
- Ensured timely performance statement preparation, allowing for better decision-making and strategic planning.
Customer Service Representative
Teleperformance
12.2018 - 09.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Bachelor of Science - Electronics Engineering
Pontificia Universidad Javeriana
Bogotá, Colombia07.2017
No Degree - Mid-term And Long-term Planning And Forecast
Workforce University
Bogotá, Colombia10.2020
No Degree - Mission Controller Analytics Onboarding
Workforce University
Bogotá, Colombia07.2019
No Degree - Querying Microsoft SQL Server Course
Udemy
Bogotá, Colombia01.2021
Skills
- Process Enhancement
- Workflow Analysis
- Risk Mitigation
- System Analysis
- Root Cause Analysis
- Trend Forecasting
- Report Preparation
- Trend Modeling
- Audit Support
- MS Excel
- Business Operations Analysis
- Data Analysis
Languages
English
Full Professional
Spanish
Native or Bilingual
Italian
Limited Working
French
Limited Working
Tennis
I'm fond of playing tennis since I've been practicing it since kid. Tennis has taught me the relevance of being at all times focused on the goal and overcoming any fail quickly before the rival gets the match. Besides it's the best way to maintain myself in a good shape and a very outstanding chance to meet competitive people with whom I give the best out of me.
Timeline
Contact Center Analyst
Medtronic
04.2022 - 12.2023
Workforce Jr Analyst
Teleperformance
11.2020 - 03.2022
Workforce Mission Controller Analyst
Teleperformance
09.2019 - 11.2020
Customer Service Representative
Teleperformance
12.2018 - 09.2019
Bachelor of Science - Electronics Engineering
Pontificia Universidad Javeriana
No Degree - Mid-term And Long-term Planning And Forecast
Workforce University
No Degree - Mission Controller Analytics Onboarding
Workforce University
No Degree - Querying Microsoft SQL Server Course
Udemy
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