Juan David González Puentes

Juan David González Puentes

About

Detail

WFM analyst
Bogotá, Colombia

Contact Juan regarding: 
work
Full-time jobs
Starting at COP4M/month ~USD1.06k/month
groups
Networking

Timeline


work
Job
school
Education
folder
Project

Résumé


Jobs verified_user 23% verified
  • W
    WFM Analyst
    Jul 2025 - Current (11 months)
    -Led scheduling correction processes aligned with operational reality, using main KPIs to drive efficiency and adherence adjustments. -Conducted comparative analyses of real connectivity times (billable) versus payroll reports, creating financial projections based on account pricing models. -Standardized KPI tracking and reporting processes by designing automated workflows with Power Automate and -Power Query, significantly reducing manual data handling. -Implemented real-time monitoring strategies using Genesys PureCloud to optimize agent adherence and productivity. Led cross-functional collaboration between internal operations and client stakeholders to align workforce capacity with business goals. -Designed strategic dashboards in c
  • Sutherland Global Services
    Team Coordinator
    Sutherland Global Services
    Apr 2025 - Jul 2025 (4 months)
    -Led with a user-first strategy focused on problem resolution and customer empathy, maintaining an NPS above 70. -Integrated data insights with employee feedback to drive performance improvements.
  • Sutherland Global Services
    CS consultant
    Sutherland Global Services
    Jan 2025 - Apr 2025 (4 months)
    Managed high-volume inquiries for the world's leading short-term rental company, consistently delivering resolutions that exceeded NPS and productivity benchmarks. Promoted ahead of the mandatory 6-month tenure based on exceptional KPI performance and advanced technical proficiency. Identified and resolved internal inefficiencies by leveraging previous industry expertise, resulting in an invitation to participate in strategic meetings directly with the client.
  • IntouchCX
    TEAM LEADER (Airbnb) verified_user Verified experience
    IntouchCX
    Jun 2024 - Nov 2024 (6 months)
    • Lead a team using a people-centered management approach to enhance performance through feedback and data-driven insights. • Utilize Google Suite tools to provide visual performance data, fostering accountability and development. • Recognized for integrating data insights with employee feedback to drive actionable improvements. • Collaborated closely with upper management and Airbnb to ensure that team objectives aligned with business needs, effectively managing customer support and service expectations to meet desired KPIs. • Leveraged Salesforce for project tracking and organization, enhancing team efficiency and communication. • Utilized Slack for real-time communication, ensuring seamless collaboration among team member
  • Airbnb
    TEAM COORDINATOR verified_user Verified experience
    Airbnb
    May 2023 - Jun 2024 (1 year 2 months)
    • Promoted to oversee daily operations and ensure compliance with schedules and performance metrics. • Developed tools to optimize workflows and enhance team efficiency, awarded Employee of the Month. • Utilized Salesforce to support over 150 agents, tracking their performance and assisting agents in addressing issues effectively. • Leveraged Slack for seamless communication among team members, fostering collaboration and quick resolution of operational challenges. • Managed corporate travel arrangements to ensure efficient scheduling and logistics for team members, contributing to overall operational success. • Additionally, I was responsible for various data processing tasks, updating datasets, and running SQL queries to design
  • Airbnb
    CUSTOMER SERVICE AGENT
    Airbnb
    Jan 2023 - May 2023 (5 months)
    • Supported a leading booking application with high-quality customer service and proactive problem solving, helping users resolve issues related to accounts, reservations, and compliance. Recognized for outstanding performance as the best employee of the quartile and awarded employee of the month, demonstrating a commitment to excellence in customer service. Additionally, while corporate travel management was not a primary focus, my experience in addressing customer inquiries in this area contributed to a well-rounded skill set in customer support.
  • Uber
    CUSTOMER SERVICE AGENT
    Uber
    Apr 2022 - Jan 2023 (10 months)
    • Provided support to preferential users and proactively addressed potential operational issues using Google App Scripts. Additionally, prioritized support for users, particularly drivers, assisting them in resolving a variety of issues to enhance their overall experience and operational efficiency. I also managed inquiries from multiple channels, including phone, email, and social media platforms such as WhatsApp and X, ensuring comprehensive customer support and effective communication across all touchpoints.
  • G
    CUSTOMER SERVICE ADVISOR
    GBS SCOTIABANK
    Jan 2022 - Apr 2022 (4 months)
    • Offered technical and banking support to clients in the Caribbean region.
  • A
    CUSTOMER SERVICE
    AGENT (Uber)
    Sep 2019 - Jan 2022 (2 years 5 months)
    • Managed diverse customer inquiries for a major global application, maintaining high-quality service standards. Additionally, utilized Microsoft Access and Google Suite to assist the leadership team in creating performance dashboards, which facilitated the tracking of agent performance and contributed to continuous improvement in service delivery.
Education verified_user 0% verified
  • Universidad de la Salle
    Ciencia de Datos
    Universidad de la Salle
    Jan 2025 - Current (1 year 5 months)
  • F
    ELECTRONIC ENGINEERING
    Francisco Jose de Caldas District University
    Jul 2016 - Jan 2022 (5 years 7 months)
  • I
    SECONDARY SCHOOL
    I.E.D San Jose Norte
    Jan 2010 - Jan 2015 (5 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • U
    Academic research
    U. Francisco José de Caldas
    Jan 2017 - Dec 2021 (5 years)
    Academic research