Jeremy Cortez de los Santos

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Real-Time Analyst

XtendOps

Aug 2024 - Current (1 year 11 months)

• Monitor real-time adherence, call volume, and agent productivity using tools such as Gladly, Genesys, and Aspect. • Manage daily staffing schedules, track attendance, and coordinate break and offline activity planning to ensure optimal coverage and service levels. • Create and maintain workforce metrics, performance dashboards, and internal reports on a daily, weekly, and monthly basis. • Collaborate with Operations and Support teams to analyze service delivery data and recommend improvements. • Support forecasting and capacity planning by analyzing historical trends and performance reports. • Initiate and contribute to process improvement strategies to enhance service quality and team efficiency. • Assist in workforce management p
Sr. Representative – Planning & Scheduling, WFM

Concentrix

Sep 2023 - Jun 2024 (10 months)

• Work closely with operations management to maintain the level of efficacy our clients are expecting. SL, OCC, Line Adherence, etc. • Analyse staffing at the postmortem and intraday level to drive decision making. • Monitor Realtime adherence using tools available, IEX, CMS, Verint, Aspect RTA, Amazon Connect and LivePerson • Update schedules as needed, Adjust Breaks/Lunches for better performance. • Participated in client meetings and Interact with Client Command Centers, Work Force Management Groups, Technology & Network Services Teams.
Customer Service Representative

TaskUs

May 2020 - Sep 2023 (3 years 5 months)

• Delivered exceptional multi-channel customer support (voice, chat, email). • Resolved customer concerns related to orders, returns, and vendor follow-ups. • Assisted with order processing, refund coordination, and product inquiries.

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Jeremy Cortez de los Santos

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