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
2020.01 - 2024.03
- 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
2018.09 - 2020.10
- 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
2015.02 - 2018.06
- 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
2011.06 - 2015.01
- 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 2001.05 -
High School Diploma -
Cenapec
Santo Domingo, Republica Dominicana 2001.05 -
Skills
Reporting skills
Process documentation
Skilled in Excel
Workflow Analysis
Timeline
Process Analyst
Alorica
2020.01 - 2024.03
Recruitment Coordinator
Alorica
2018.09 - 2020.10
Workforce Real Time Analyst
Alorica
2015.02 - 2018.06
Floor Supervisor
Datavimenca
2011.06 - 2015.01
Automotive Wiring Specialist -
High Performance Acadamy
2001.05 -
High School Diploma -
Cenapec
2001.05 -