Estefania Becerra
Summary
Accomplished professional with a proven track record at
workforce management and training development. Excelled in data-driven decision-making and effective communication, significantly improving service delivery and operational efficiency. Demonstrated exceptional teamwork and effective communication skills, achieving notable improvements in performance analysis and problem resolution. Experienced in data collection in the BPO industry and HSE environment for Oil and gas industry.
Overview
6
6
years of professional experience
Work History
Associate, Real Time Management
Concentrix
05.2022 - Current
- Managed intraday to ensure appropriate staffing levels and optimal coverage of the queue within a call center environment to meet client expectations.
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
- Produced detailed and relevant reports for use in making business action plans.
- Monitored real-time rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Optimized workforce distribution by analyzing historical data and trends in realtime.
Program Ready Trainer II
Concentrix
05.2021 - 04.2022
- Facilitated the training of classes as required by applying effective presentation and facilitations skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.
- Supported the successful onboarding of new employees by providing thorough orientation sessions covering company policies, procedures, and culture.
- Assisted in evaluating the performance of associates using tools available.
Customer Service Advisor
Concentrix
09.2019 - 05.2021
- Answer inbound English and Spanish calls providing accurate customer service within guidelines/goals established by the client and Contact center management.
HSE Intern
Schlumberger
07.2018 - 07.2019
- Elaborated monthly detailed HSE reports for the Company Customers in Colombia to meet Client expectations in regards of the HSE standards.
- Implemented COPASST improvement plan to reach Company Global standards for HSE.
- Performed monthly first aid kit inspections audits, identifying areas of improvement and supporting subsequent action plans.
- Facilitated Cota Base Security inductions and small trainings for new hires.
- Enhanced HSE Warehouse management by creating inventory, performing inspections and auditing documentation.
Education
University Degree of Industrial Engineering - Industrial Engineering
Universidad Militar Nueva Granada
Bogota, Colombia2019
Skills
- Workforce Scheduling Optimization
- Training and Development
- Data-driven decision-making
- Performance Analysis
- Documentation And Reporting
- Real-time Management
- Teamwork and Collaboration
- Problem Resolution
- Work Planning and Prioritization
- Work under pressure
- Effective Communication
Languages
Spanish
Native language
English
Advanced
C1
Timeline
Associate, Real Time Management
Concentrix
05.2022 - Current
Program Ready Trainer II
Concentrix
05.2021 - 04.2022
Customer Service Advisor
Concentrix
09.2019 - 05.2021
HSE Intern
Schlumberger
07.2018 - 07.2019
University Degree of Industrial Engineering - Industrial Engineering
Universidad Militar Nueva Granada
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