Daniel Chaves

Workforce Coordinator at Concentrix, Bogota

JUNE 2021 — PRESENT

Workforce Coordinator for the DiDi Campaign. Specialist in Account Implementation, backup managerand direct point of contactwith the client. Among duties: Analyze data and generatereports to identifytrends, monitor key performance indicators, and make data-driven decisions. Capacity Plan, Billing and budget management, Resolved escalated client related issues promptly and effectively, ensuringcustomer satisfaction and retention, payroll, team management for WF supervisors as well as the RTA team. Conductedregular performance evaluations, provided coaching and feedback, and implemented training programsto enhance employeeperformance.

WFM RTA Specialist at Sutherland, Bogota

NOVEMBER 2018 — FEBRUARY2021

Specialist for the Workforce Analytics area in the Google and T-Mobile Campaigns; People managementfor over 1.000 employees, getting to know each single one of the agents, makingsure to providethem with a proper feedbackabout their metrics and how they could possibly improve them while also supporting a team of 9 Real Time Analysts; Analyze the campaign’s financial data and send reports to the company in order to make sure it’s investment remained profitable. Use of tools such as: NICE IEX, CMS, CUIC and Model T.

Industrial Engineering at Uniminuto,Bogota

PRESENT

It combines my passion for optimizing processes and systems with its multidisciplinary approach, allowing me to integrate principles from engineering, mathematics, and business to solve complexproblems. I'm attractedto the field's focus on optimization, as well as its emphasis on developing highly transferable skills like analytical thinking and projectmanagement. Overall, I believe that studying industrial engineering will enable me to make a meaningful impact by improving efficiency and creating valuein various industries.