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Brahyan
Profesional con sólida experiencia en gestión de proyectos y liderazgo de equipos
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Competencies
Supervisa y coordina proyectos desde la planificación hasta la ejecución.
Dirige equipos multidisciplinarios fomentando la colaboración y motivación.
Facilita la comunicación entre stakeholders y equipos multidisciplinares.
Coordina tareas y recursos para cumplir con los plazos y objetivos.
Identifica obstáculos y desarrolla soluciones eficientes en entornos dinámicos.
Education
Summary
Profesional con experiencia en gestión de proyectos y liderazgo, comprometido con la calidad y la eficiencia.
Key Achievements
- Ascenso progresivo en roles de liderazgo dentro de la organización
- Gestión de proyectos multidisciplinarios con éxito comprobado
- Desarrollo de habilidades en áreas diversas como administración y coordinación
Experience
Workforce Management / Real-Time Analyst (WFM / RTA)
Monitored real-time queues and KPIs such as AHT, Occupancy, SLA, and Adherence, ensuring performance targets were consistently met., Proactively identified service-level risks and executed intraday adjustments to optimize staffing coverage., Managed AUX, breaks, and schedule adherence across multiple teams to maintain operational alignment., Created and automated hourly interval and productivity reports, improving visibility for leadership and client partners., Collaborated with WFM and Operations to provide data-driven insights for short-term forecasting and capacity planning., Improved forecast accuracy from 92% to 110% through trend analysis and proactive planning., Acted as point of contact for service escalations, ensuring quick mitigation and SLA recovery., Recognized for real-time problem solving, analytical thinking, and cross-team communication.
Customer Service Agent & Partner Support Specialist / Property Manager
Managed property management operations, partner onboarding, and issue resolution for international clients., Generated analytical reports and dashboards to monitor partner KPIs, satisfaction, and response metrics., Handled invoices, rates, and CRM updates ensuring data accuracy across platforms (Salesforce, Zendesk)., Collaborated with cross-functional teams to identify operational inefficiencies and streamline digital workflows., Maintained high partner satisfaction scores and contributed to continuous process improvement initiatives.