Summary
Overview
Work History
Education
Skills
Timeline
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Ricardo Jose Luna

Ricardo Jose Luna

Sabaneta

Summary

I have been in the call center industry for more than 10 Years from CS to CS support and Dynamic Process Analyst with a proven track record at Alorica for enhancing team efficiency and performance through actionable process improvements. Skilled in Excel and workflow analysis, adept at cross-functional collaboration and optimizing recruitment processes. Achieved significant improvements in service level performance and workforce allocation, demonstrating strong reporting skills and a commitment to excellence.

Overview

13
13
years of professional experience

Work History

Process Analyst

Alorica
Santo Domingo, Dominican Republic
01.2020 - 03.2024
  • Increased efficiency and team performance by implementing actionable process improvements.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Produced documentation outlining process improvement solutions.

Recruitment Coordinator

Alorica
Santo Domingo, Republica Dominicana
09.2018 - 10.2020
  • Enhanced candidate experience by streamlining the recruitment process and improving communication channels.
  • Evaluated recruitment metrics regularly, identifying opportunities for improvement in the hiring process.
  • Optimized applicant tracking system usage, keeping accurate records of candidate data for future reference.

Workforce Real Time Analyst

Alorica
02.2015 - 06.2018
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Prepared and maintained reports, dashboards and monthly packages.

Floor Supervisor

Datavimenca
Santo Domingo, Republica Dominicana
06.2011 - 01.2015
  • Streamlined daily processes for increased efficiency, implementing new procedures and best practices.
  • Maintained accurate records pertaining to personnel matters such as attendance tracking or performance evaluation documentation.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Evaluated work of 15 floor employees to improve performance.

Education

Automotive Wiring Specialist -

High Performance Acadamy
USA
05.2001 -

High School Diploma -

Cenapec
Santo Domingo, Republica Dominicana
05.2001 -

Skills

Reporting skills

Process documentation

Skilled in Excel

Workflow Analysis

Timeline

Process Analyst

Alorica
01.2020 - 03.2024

Recruitment Coordinator

Alorica
09.2018 - 10.2020

Workforce Real Time Analyst

Alorica
02.2015 - 06.2018

Floor Supervisor

Datavimenca
06.2011 - 01.2015

Automotive Wiring Specialist -

High Performance Acadamy
05.2001 -

High School Diploma -

Cenapec
05.2001 -

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Ricardo Jose Luna