vinicio flores

Analyst with more than 8 years of workforce experience, I performed various functions, including overseeing all aspects of workforce optimization such as planning, creating, and communicating forecasts and schedules with the goal of enabling a hassle-free and continuous workflow project for the organizations.  I also have professional accounting experience with more than 3 years of providing accounting support to more than 30 accounts.

Employment History Customer Service Specialist , World Connection, Guatemala 

DECEMBER 2021 — DECEMBER 2022 

•Resolve product or service problems by clarifying the customer's complaint;  determining the cause of the problem; selecting and explaining the best  solution to solve the problem; expediting correction or adjustment; following  up to ensure resolution. •Recommend potential products or services to management by collecting  customer information and analyzing customer needs. •Manage large amounts of incoming calls. •Keep records of customer interactions, process customer accounts, and file documents. •Assist with placement of orders, refunds, or exchanges. Workforce Scheduler Analyst , Nearsol, S.A., Guatemala JUNE 2020 — JANUARY 2021 •Develop work schedules and allocate employees to different duties and/or shifts. •Take responsibility for leave requests from employees and general work time-keeping (scheduling). •Gathering information, and analyzing data trends in order to create a call forecast and provide information to team members and department leadership. •Communicate data insights and make recommendations based on data models. •Prepare reports for business leaders based on analysis such as yearly, monthly, daily and intraday call volume, average handle time, staffing forecasts. 

Workforce Analyst , Nearsol, S.A., Guatemala NOVEMBER 2015 — JUNE 2020 

•Monitored daily agent service level and recommend adjustments to schedules based off of call patterns. •Compiled and analyze daily, weekly and monthly call center performance reports. •Analyzed staffing trends and provide real time data to operations team upon request. •Participate in special projects and initiatives as needed. •Monitored Real Time Queue and adjust as needed to make service level. •Monitored agents adherence and compliance to their schedules. •Developed schedules to align with forecasted volumes utilizing NICE IEX WFM software. •Worked with Supervisors and Managers to manage day to day operations to ensure Service Level goals are met. •Maintained over 300 work schedules of multicontact center personnel to meet service level and occupancy goals based on daily call volume. •Created and developed new automated reports as needed.

Education Perito Contador, Colegio Madre del Divino Pastor, Guatemala 

JANUARY 2008 — NOVEMBER 2008 

Bachelor of Business Administration, American School of Management, Guatemala 

APRIL 2022 — PRESENT