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Eduardo Parker

WFM Director at The Office Gurus
Intro Book
Eduardo Parker, a seasoned operations and business intelligence expert, is a 14-year veteran with The Office Gurus, leveraging data-driven insights to enhance operational efficiency and drive productivity, cost savings, and exceptional customer experiences.
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Location
San Salvador, El Salvador, SV
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Bio

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Credentials

  • Data science
    University of California, Berkeley, Haas School of Business
    May, 2022
    - Apr, 2026
  • Engage Voice: IVR Designer Basics
    RingCentral
    Jun, 2021
    - Apr, 2026
  • Engage Voice: User Management and Admin Settings
    RingCentral
    Jun, 2021
    - Apr, 2026
  • WFM - Expert Communication Skills
    The Call Center School
  • WFM - Intraday Management
    The Call Center School

Experience

  • The Office Gurus
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • WFM Director
      • Apr 2023 - Present

      Responsible of optimal staffing levels and resource allocation while leveraging data-driven insights to enhance operational efficiency. Ensure WFM strategies with advanced analytics, resulting in informed decisions that drive productivity, cost savings, and exceptional customer experiences. Lead the implementation of WFM Softwares as well as the execution of WFMaaS.

    • WFM and Business Intelligence Director
      • Sep 2021 - Apr 2023

      Responsible of optimal staffing levels and resource allocation while leveraging data-driven insights to enhance operational efficiency. My role involved harmonizing WFM strategies with advanced analytics, resulting in informed decisions that drive productivity, cost savings, and exceptional customer experiences. By seamlessly integrating WFM expertise with business intelligence acumen, I ensure a holistic approach to workforce planning and performance optimization, contributing to sustained growth and strategic success. Lead thePowerBI implementation for the organization.

    • Senior Manager Business Intelligence
      • Jan 2020 - Sep 2021

      Leading high-performing teams: Data Science, Reporting, WFM and ACD admin. Created processes to generate actionable insights, aligning data analytics with business goals. Support operational decision-making through data-driven strategies for operational excellence and competitive advantages.

    • Business Intelligence Manager
      • Sep 2017 - Jan 2020

      Leading high-performing teams: Data Science, Reporting, WFM and ACD admin. Created processes to generate actionable insights, aligning data analytics with business goals. Support operational decision-making through data-driven strategies for operational excellence and competitive advantages.

    • Client Solutions Manager
      • Sep 2016 - Sep 2017

      Responsible for delivering tailored solutions that drive client growth and satisfaction. Skilled in understanding client needs, building strategies, and optimizing results. Passionate about fostering lasting relationships for mutual success

    • Operation Logistics Manager
      • Dec 2015 - Sep 2016

      Responsible for optimizing operational efficiency through project leadership, ACD configuration, and strategic reporting. Proficient in leading cross-functional teams to successful project outcomes, enhancing workflows, and achieving operational excellence. Skilled in creating insightful reports that inform data-driven decisions. Trusted for managing implementation calls, ensuring seamless execution and client satisfaction.

    • Strategic Business Unit Manager
      • Jan 2014 - Dec 2015

    • Account Supervisor
      • Jan 2012 - Dec 2014

    • Account Coordinator
      • Dec 2011 - Dec 2012

    • Customer Service Team Lead
      • Jun 2010 - Dec 2011

    • Customer Service Representative
      • Jan 2010 - May 2010

    • Quality Assurance Analyst
      • Dec 2009 - Jan 2010

    • Sales Representative
      • Sep 2009 - Dec 2009

  • Docinhos do Brasil
    • San Salvador, El Salvador
    • Store Manager
      • Oct 2008 - Sep 2009
      • San Salvador, El Salvador

  • Yakpak
    • San salvador, El Salvador
    • Account Manager
      • Mar 2007 - Oct 2008
      • San salvador, El Salvador

  • Sykes Enterprises, Incorporated
    • San salvador, El Salvador
    • Sales Representative
      • Nov 2006 - Mar 2007
      • San salvador, El Salvador

  • Servicios laborales sa de cv (tracfone wireless)
    • Customer Service Representative
      • Oct 2005 - Nov 2006

Education

  • 2021 - 2023
    ESI School of Management
    Marketing, Marketing

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Industry Focus. “Outsourcing and Offshoring Consulting”

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