PABLO ORTIZ ARBUROLA

El Carmen Guadalupe, San José Costa Rica, Mobile: 8633-0209, Home: 2292-8723, adlxv7@r.postjobfree.com PROFILE

Since 1999 I have been developing my Leadership skills and since 2003, I have been in the Analysis, Reporting & Leadership fields. I have been able to lead small Workforce Teams, developing people and providing quality service to each of the companies I have worked for. I have a strong career path improving processes and performance of the Teams I have been involved with, not only in Call Center, but in the Digital Marketing, Manufacturing and Travel Industry.

I also have completed the Six Sigma Green Belt Training and recently the Scrum Master certification. I am very organized, honest; with strong people skills, emotional intelligence and continuous improvement mentality. I also work as a Consultant in my free time helping quite few companies in the reporting, analysis & process improvement areas. I have user knowledge in these platforms; MS office, Share Point, IBM Cognos, CMS Avaya, Cisco CUIC, AS400, SAP, IEX, Vantage Point, Verint, among others. I also have US visa. WORK HISTORY

CWT (Travel Industry) – Santa Ana, San José, CR

Real Time Manager, February 2018 - ongoing

Key Responsibilities:

• Responsible for the day to day monitoring of call volume reporting out on key KPIs.

• Responsible for Staffing Gap analysis to ensure proper coverage.

• Responsible for movement of workload to ensure proper balance of phone and e-mail SLA.

• 1st point of contact for Supervisors questions regarding scheduling, time off, etc.

• Monitor Teams performance.

Major Achievements:

• In charge of the whole Amazon account on the RTM piece.

• Successful in building relationships with Costa Rica Managers.

• Dependable point of contact in Costa Rica for the NORAM RTM and WFM teams.

• Ability to quickly adapt to changing focus and/or priorities

• Improved daily usage reports to gather historical data.

• Improve internal communication with Agents.

• Implemented KPIs tracking reports for CR & US sites. SELF EMPLOYEED (Freelance) – San José, CR

Consultant, January 2010 – Ongoing

In my free time I provide different services as a Consultant, such as workforce analysis, reporting, process optimization, data tabulation, data analysis, measurement & performance controls. These are some of those companies:

• Total Connect Contact Center (Outsourcing/Offshoring).

• CRON (Outsourcing Solutions Provider).

• VyV Chile Construction (Construction Industry).

• Killer Hot Sauce (Food Services).

• La Reposteria (Bakery)

• G&M Publicity (Advertisement / Design).

• AIC (Contac Center Outsourcing).

• Centro Canadiense de Idiomas (Language Institute). BCD TRAVEL (Travel Industry) – Lagunilla, Heredia, CR Workforce Management Lead, December 2013 – June 2017 Key Responsibilities:

• Leading the Workforce Department for India, US & Costa Rica.

• Data Analysis to determine trends, patterns, volume spikes, etc.

• Generate Forecast based on the historical analysis.

• Provide accurate staffing requirements and shifts distribution based on Forecast.

• Managing schedule exceptions and permissions based on availability.

• Generating interval, daily, weekly & monthly reporting to Leadership, Management and VPs.

Major Achievements:

• Strengthen WFM relationship with Management.

• Increased the effective communication between Teams.

• Innovated and improved the Reporting portion to get automated weekly/monthly/yearly reports.

• Enhanced the Staffing files to obtain a wider variety of data to better measure the agents.

• Maintained the Forecast vs. actual with a difference of -/+ 2%.

• Currently creating an improved Forecasting & Staffing calculations files.

ECLIPSE IN ACTION (Contact Service Center) – San Pedro, CR March 2008 – August 2013 (5 years, 5 months)

At Eclipse in Action I was able to be promoted in few occasions that helped me to learn more about different aspects on each Department of the company:

Marketing Analyst for AREA 203 division (sister company of Eclipse in Acton), March 2012 – August 2013 (1 year, 6 months) Key Responsibilities:

• Planning and Development of Marketing Strategies

• Planned Quarterly Strategy Goals

• Monitored Campaigns performance

• Digital Marketing Analysis

• Marketing budget projections and monitoring

• Lead selling analysis and reporting

• Lead selling and buying Forecasting

• Reconciliation processes

• Worked with Compliance Team

Major Achievements:

• Always on time with Strategy deliverables due dates

• Forecast accuracy of -+5%

• Improved the Selling reporting process

• Expanded the analysis of the data

• Added new data to the reporting equation

• Optimized processes

• Created monthly review presentations

• Created dashboards not used before

• Expanded the analytical mentality of the Team

Workforce Leader for Barnes & Noble Account, October 2011 – February 2012 (5 months) Key Responsibilities:

• Business Analysis

• Scheduling and Staffing

• Forecasting and Reporting

• Real Time Monitoring

• Training Coordination

• Monitored Attrition

• Controlled Processes

Major achievements:

• Took care of the WFM account ramp up in CR

• Created the agents KPIs measurement system for CR

• Established the WFM processes and procedures

• Structured and implemented the agents Score Card

• Trained ALL Leadership for WFM matters

• Improved the analytical perspective of the Leadership Team

• Created a simple tool to monitor Attrition

Workforce Leader for CPS account, March 2008 – September 2011 (3 years & 7 months) Key Responsibilities:

• Operations and Business Analysis

• In charge of the WFM Team

• Scheduling, Staffing, Forecasting

• Reporting and Real Time Monitoring

• Trained CSRs and Leadership about WFM matters

• Also trained Leadership about excel, KPIs, Vantage Point and Cisco IP phone reports

• Responsible for the whole call center KPIs results

• Contributed creating processes for HR, QA, Training, etc

• WFM point of contact Chattanooga-CR

• Planning reviews with Operations/HR/Finance and QA Major Achievements:

• Helped to maintain a continuous Team Work results among WFM, Operations, HR, Finance, Training and QA

• Structured the WFM department

• Established WFM CR processes and procedures

• Implemented new ideas to improve KPIs achievement

• Implemented new metrics to be measured

• Planned and implemented new shifts for the whole center

• Maximized seating capacity by 100%

• Helped TLs and CSRs to improve their performance

• Kept a clean and open communication across the company

• Developed CSRs to become WFM members

WESTERN UNION, INTERNATIONAL (Financial Contact Center) - Santa Ana, CR Workforce Analyst, March 2003 to March 2008 (5 years & 1 month) Key Responsibilities:

• In charge of all employee’s transportation

• Real Time Monitoring for 6 accounts

• Scheduling for 2 accounts

• Ran the VPs daily report

• Trained Leadership and CSRs about IEX tool

• Handled basic AVAYA reporting

• Monitored Attendance

Major Achievements:

• Improved all transportation routes

• Obtained a 30% budget reduction in transportation

• Created better controls for transportation

• Improved the ASA for WFM requests from CSRs

• Generated a positive relation between WFM and Operations AIRPAK CR (Financial Institution) - San Pedro, CR

Agency Manager, March 2000 to February 2003 (3 years & 1 month) Key Responsibilities:

• In charge of the agency staff (5 employees)

• Monitored staff attendance

• Handled cash flow of $15,000 USD on a daily basis

• Generated weekly reports to CR Operations Manager

• Took care of the agency budget

• Measured CSAT

Major Achievements:

• Created a positive work environment

• Improved the internal communication

• Trained new staff

• Improved Agency efficiency

• Developed loyalty from regular customers

• Increased Agency workload

VOLUNTARY WORK

LDS CHURCH (Religious) – San José, CR

Active member (voluntary work), October 1999 - Ongoing

• I have been serving actively since October 1999 as a Leader in few different areas and also as Teacher. LDS CHURCH (Religious) - Guatemala, CA

Full Time Missionary (voluntary work), October 1997 - October 1999 (2 years)

• Served as a Missionary, developed Teaching skills and trained other Missionaries to improve their skills. EDUCATION & TRAININGS

The Scrum Institute - San José, CR

• Scrum Master Certified 2019

U.I.A - San José, CR

• Business Management – January 2017 - ongoing

• Industrial Engineering – January 2017 – April 2018 (paused) M.E.P - San José, CR

• High School Diploma

PXS / CICR - San José, CR

• Six Sigma Green Belt training, August - November 2010 NEW HORIZONS - San José, CR

• Microsoft Excel, June 2006

CENTRO COSTARRICENSE DE CÓMPUTO - San José, CR

• Windows Package, November 2001 - April 2002

REFERENCES UPON REQUEST

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