Karen Barrera Aguilera
Bogotá D.C
Summary
Positive and analytical problem-solver with knack for optimizing workforce efficiency. Possesses solid understanding of workforce management principles and adept at utilizing scheduling software and data analysis tools. Aiming to drive operational success through real-time monitoring and strategic adjustments.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Workforce Real Time Analyst
Transcom
Bogotá D.C
12.2024 - Current
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
Supervisor of Operations
Concentrix
Bogotá D.C
01.2024 - 08.2024
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Workforce Real Time Analyst
Concentrix
Bogotá D.C
06.2022 - 01.2024
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Customer Service Representative
Concentrix
Bogotá D.C
04.2021 - 06.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor Of Business Administration - Business Administration
Universidad El Bosque
Bogotá D.C Bachiller -
Andrés Bello
Bogotá D.C10.2018
Skills
- Leadership
- Communication
- Time management
- Teamwork
- Scheduling optimization
- Intraday management
- Microsoft Excel
- Data analysis
- KPI monitoring
- Attention to detail
- Leadership skills
- Multitasking Abilities
- Organizational skills
- Decision-making
Languages
Spanish
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
French
Beginner (A1)
Identification
1006860650
Certification
Business analysis & process management - Coursera
Timeline
Workforce Real Time Analyst
Transcom
12.2024 - Current
Supervisor of Operations
Concentrix
01.2024 - 08.2024
Workforce Real Time Analyst
Concentrix
06.2022 - 01.2024
Customer Service Representative
Concentrix
04.2021 - 06.2022
Bachelor Of Business Administration - Business Administration
Universidad El Bosque
Bachiller -
Andrés Bello