Carlos Alberto H.

Workforce Management Manager at GSS (Global Sales Solutions)
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Contact Information
us****@****om
(386) 825-5501
Location
Peru, PE
Languages
  • Ingles Professional working proficiency
  • Italiano Professional working proficiency
  • Portugués Professional working proficiency
Skills

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Patricia López Sirotzky

Carlos es una persona muy comprometida con el trabajo. Entiende la necesidad del cliente interno y es capaz de encontrar soluciones prácticas y dinámicas de manera autónoma y proactiva. Es muy didáctico en sus explicaciones. Destaca por tener una buena actitud siempre aunque esté bajo presión.

José Antonio Carrión Marengo

En las oportunidades que interactué con Carlos pude comprobar no solo su predisposición por sacar adelante los proyectos en los que participamos sino también su capacidad de análisis y mejora de procesos. Claramente su amplio conocimiento de los indicadores que se usan en los contact center facilitó la comunicación y se logró buena sinergia. Sin duda contar con Carlos en cualquier organización el compromiso y capacidad están garantizados.

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Credentials

  • Certificación Profesional Gestión de Operaciones para Gerentes y Directores
    COPC Inc.
    Aug, 2021
    - Oct, 2024
  • Operaciones de Back Office
    Kenwin
    Aug, 2021
    - Oct, 2024
  • CX Experiencia del Cliente
    Kenwin
    Jun, 2021
    - Oct, 2024
  • Estrategia de Calidad y BI
    COPC Inc.
    Jun, 2021
    - Oct, 2024
  • Certificación Internacional Gestión de Equipos para Supervisores, Team Leaders y Coordinadores
    COPC Inc.
    Feb, 2021
    - Oct, 2024
  • Gestión de Equipos Operativos
    Kenwin
    Feb, 2021
    - Oct, 2024
  • Gráficos Efectivos para la Toma de Decisiones
    Kenwin
    Feb, 2021
    - Oct, 2024
  • Monitoreo de CX y Negocio
    Kenwin
    Feb, 2021
    - Oct, 2024
  • Gestión de Procesos de Recursos Humanos
    Kenwin
    Dec, 2020
    - Oct, 2024
  • Rotación y Ausentismo en Centros de Contacto
    Kenwin
    Dec, 2020
    - Oct, 2024
  • Visión Integral de la Industria del Contacto con Clientes
    Kenwin
    Dec, 2020
    - Oct, 2024
  • Human Resources: Strategic Workforce Planning
    LinkedIn
    Nov, 2020
    - Oct, 2024
  • COPC:: Gestión en Tiempo Real
    COPC Inc.
    Oct, 2020
    - Oct, 2024
  • COPC:: Workforce Management Inbound
    COPC Inc.
    Aug, 2020
    - Oct, 2024
  • DAX
    SQLBI
    Apr, 2020
    - Oct, 2024
  • Power BI Avanzado
    LinkedIn
    Apr, 2020
    - Oct, 2024
  • Metodologías Ágiles
    Protiviti Perú
    Nov, 2019
    - Oct, 2024
  • Modelamiento de Procesos
    Bizagi
    Aug, 2019
    - Oct, 2024
  • SCRUM: Anti patrones
    LinkedIn
    Jul, 2019
    - Oct, 2024
  • COPC:: Gestión de Eficiencia y Optimización de Costos
    COPC Inc. Certification
    Jun, 2019
    - Oct, 2024
  • COPC:: Métricas - De los datos a la Información para la toma de decisiones (RUICA)
    Kenwin
    Jun, 2019
    - Oct, 2024
  • TI - Big data: Conceptos básicos
    LinkedIn
    Jun, 2019
    - Oct, 2024
  • Transformación digital: Liderazgo
    LinkedIn
    Jun, 2019
    - Oct, 2024
  • Learning Information Governance
    LinkedIn
    May, 2018
    - Oct, 2024

Experience

  • GSS (Global Sales Solutions)
    • Spain
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Workforce Management Manager
      • Aug 2020 - Present

      • Head of Forecasting and Capacity Planning. Contact Center headcount: Over six thousand team members with monthly earnings which can go as big as four million euros. In charge of three analysts and nine WFM Real Time Analyst. • Workforce Management and Business Intelligence Lead. Responsible for following key performance and productivity indicators of each of the services provided by the Contact Center. • Analysis and development of operational strategies, in order to improve efficiency and productivity, to avoid anything that can jeopardize any of the services provided by the Contact Center. • Provide consultative and analytical support in the development of strategic workforce plans to address complex strategic workforce planning issues. • Through data analysis, I provide recommendations and make presentations on workforce trends, forecasts, supplies and gaps. Show less

  • Keralty
    • Colombia
    • Hospitals and Health Care
    • 700 & Above Employee
    • Senior Business Intelligence Specialist
      • Dec 2019 - Aug 2020

      • Developed the first Business Intelligence dashboard, which allows risks’ control for our main clients. • Established a new model that would calculate the pricing for a Health Insurance. With the new implemented tools we got to improve the accident rate of the people in more than 266 clinics all over Peru. • Developed the first Business Intelligence dashboard, which allows risks’ control for our main clients. • Established a new model that would calculate the pricing for a Health Insurance. With the new implemented tools we got to improve the accident rate of the people in more than 266 clinics all over Peru.

  • Protiviti
    • United States
    • Business Consulting and Services
    • 700 & Above Employee
    • Oracle Specialist PL /SQL
      • Aug 2019 - Nov 2019

      • Outsourcing project in the income insurance department for América Móvil. • Use of Oracle database as a way to manage the information of the bills. We also developed apps in Linux reducing the execution time by 90%. • Outsourcing project in the income insurance department for América Móvil. • Use of Oracle database as a way to manage the information of the bills. We also developed apps in Linux reducing the execution time by 90%.

  • GSS (Global Sales Solutions)
    • Spain
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Workforce Planning Manager & Integrated Operational Management System
      • Jun 2018 - May 2019

      • Head of Forecasting and Capacity Planning. Contact Center headcount: Over five thousand team members with monthly earnings which can go as big as three million euros. In charge of four analysts and six WFM Real Time Analysts.• Workforce Management and Business Intelligence Lead. Responsible for following key performance and productivity indicators of each of the services provided by the Contact Center, which can go from inbound, outbound, whatsapp and chat to leads and even e-mail(s).• We implemented a datamart which integrated all the results of the following platforms: Altitude, Genesys, Inconcert and Onemarketer.• Planning and Implementation of the Integrated Operational Management System, developing responsibilities as a Product Owner so it can be use throughout the entire company.• With this Integrated Operational Management System we got to improve customer satisfaction by twelve percent points as well as increased productivity by fifteen percent points and reduce the not-ready-time by fifteen percent points. We implemented this in more than 80 projects for clients such as: Telefónica del Perú, Argentina, México y Ecuador, Cencosud Perú y Argentina, BANBIF, BCP, Banco Pichincha and IPSOS. SIGO Project was developed by the Corporate software development team based in Spain using SCRUM. Show less

    • Senior Business Intelligence Consultant
      • Mar 2017 - May 2018

      • Developed the first Business Intelligence dashboard, based on a standard established by a COPC (Customer Operation Performance Center).• Talktime improvement from 40% to 65% with Movistar Perú, identifying automations in the process of data collection and establishing not-ready alerts. The average ticket went from 55 soles to 70 soles. Headcount: From 300 to over 1000 in only 3 months guaranteeing a steady performance.• Decreased contacting time to a possible churn customer to less than a minute when before it could take more than 40 minutes, increasing the numbers of clients who wanted to stay. The number of customers who stayed with Movistar Peru changed for the better from 25% to 40%. Show less

  • Transcom Iberia
    • Outsourcing/Offshoring
    • 1 - 100 Employee
    • Campaign Controller & Business Intelligence
      • Jan 2014 - Jan 2017

      • Created the architecture and design of front-end and developed the first Business Intelligence dashboard all across different cities in Latin America such as: Lima, Perú, Concepción, Chile and Cali, Colombia. My experience goes abroad Peru, working alongside with people living all the way in Manila, The Philippines as well as Ribeirao, Portugal, delivering new software developments required by each country. • At a Latin American level, we implemented more than 200 improvements that could be applied to data collecting processes, modifying forms that were developed in Altitude 7.5 & UCI8. Improvements which then were followed by our Spain office. Show less

  • Trading Fashion Line S.A. (Tdas. Topitop)
    • Retail
    • 100 - 200 Employee
    • Demand Planner
      • Mar 2012 - Jan 2013

      . .

  • Tellus LA
    • Telecommunications
    • 1 - 100 Employee
    • Workforce Management Manager / Business Intelligence Manager
      • Jan 2009 - Jul 2011

      . .

Education

  • Universidad Peruana de Ciencias Aplicadas
    Diplomado en Business Intelligence & Business Analytics, Gestión Estratégica de la Información
    2014 - 2014
  • Universidad Norbert Wiener
    Bachelor of Engineering - BE, Ingeniería de Sistemas e Informática
    2002 - 2011
  • UTP Universidad Tecnológica del Perú
    Especializado en Microsoft Excel Avanzado, Microsoft Excel Avanzado
    2007 - 2007
  • Universidad Peruana de Ciencias Aplicadas
    Especializado en Modelamiento de Negocios, UML 2.0

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