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Julio
Workforce and Reporting Manager with over 8 years in Customer Service and Operations
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Competencies
Proven ability to lead, motivate, and develop high-performing teams in contact center environments.
Extensive experience managing Salesforce, Zendesk, and Oracle to enhance reporting and customer data management.
Skilled in generating insightful reports and leveraging data to drive operational decisions.
Dedicated to delivering excellent customer service, resolving issues, and maintaining client satisfaction.
Experienced in workforce planning, forecasting, scheduling, and resource management in dynamic settings.
Languages
Summary
Julio specializes in workforce management, CRM systems, and team leadership with over 8 years of experience in customer service and operations. Adept at optimizing processes, motivating teams, and delivering insightful reports to enhance organizational performance.
Key Achievements
- Led staffing and reporting initiatives across multiple clients, ensuring operational efficiency and client satisfaction.
- Managed CRM systems including Salesforce, Zendesk, and Oracle, optimizing data accuracy and reporting processes.
- Supervised and motivated contact center teams to achieve performance targets and improve customer experience.
- Streamlined loan application review processes, ensuring data accuracy and compliance, resulting in faster processing times.
- Developed effective team leadership strategies that enhanced employee engagement and performance.
Experience
Workforce Manager
Reporting and Insight Manager. Working with different clients to meet both reporting and staffing needs., Management of CRM such as Salesforce, Zendesk, and Oracle., I am proficient in Microsoft Power BI report creation. I work on creating visual aids to help clients understand and consume information., As workforce manager, I assess, analyze, and report on employees' productivity at the individual, departmental, and institutional levels., Forecast staffing needs, taking into account contact volume and headcount requirements., Assist with scheduling and process time-off requests, Generate reports to show changes to productivity or performance, Provide updates on efficiency to company leaders, Uphold a high standard of customer service through real-time monitoring and other methods.
Workforce Supervisor
Responsible for leading a team of employees who are responsible for planning, forecasting, scheduling, and real-time resource management of in-center and remote advisors., Establishes effective relationships with internal and external partners including Finance, Business Systems, IT, Data Management, and Continuous Improvement as well as operational leadership to ensure daily service level metrics and business goals are met., Communicates company policy information and requirements to staff and ensures operational decisions comply with the policy., Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
Team Manager
Motivating my team of contact center representatives as they answer questions, handle complaints and provide support to our clients., Provide feedback and lead the representatives to ensure success on an ongoing basis., Assist in the formulation of targets for individuals and teams., Answer questions from staff and provide guidance and feedback., Anticipate escalation and take over calls when needed., Devise ways to optimize procedures and keep staff motivated., Measure performance with key metrics such as call abandonment, calls waiting, etc., Ensure adherence to policies for attendance, established procedures, etc., Keep management informed on issues and problems., Prepare monthly/annual results and performance reports.
Backoffice Loan Officer
Reviewing loan applications., Ensure that the information submitted online matches the documents submitted by the borrower upon request., Validate data is accurate and request the deposit of the funds once verification is complete., Complete bank calls for identity verification., Receive and verify Bankruptcy notification and update the CRM tool to ensure legal compliance., Process offline payments such as checks and money orders, and document the CRM tool to reflect the changes., Receive and handle Debt consolidation requests. Provide arrangements to close the debt.
Relationship Manager
Servicing Representative for an online loan company., Assisting lenders with requests for the approval and deposit of their loans., Assisting borrowers in adjusting, moving, and differing payment dates and amounts to meet their needs.
Customer Service and Sales Representative
Servicing customer needs via telephone calls.
Supervisor
Motivating my team of contact center representatives as they answer questions, handle complaints and provide support to clients., Provide feedback and lead the representatives to ensure success on an ongoing basis., Assist in the formulation of targets for individuals and teams., Answer questions from staff and provide guidance and feedback., Anticipate escalation and take over calls when needed., Devise ways to optimize procedures and keep staff motivated., Measure performance with key metrics such as call abandonment, calls waiting, etc., Ensure adherence to policies for attendance, established procedures, etc., Keep management informed on issues and problems., Prepare monthly/annual results and performance reports.
Customer Service Representative
Supporting communications company in the continental United States.
Skills
Video Transcript
Workforce and data analyst
Hi, I'm Julio Rosales, a data and workforce analyst passionate about transforming numbers into meaningful strategies. I help organizations optimize their teams by analyzing trends, forecasting talent needs, and building dashboards that drive smart decisions. Whether it is improving retention, identifying skill gaps, or streamlining reporting, I focus on insight that creates impact. If you are into data-driven workforce planning, let's connect. I love to share ideas and collaborate.