Luca Aggierni
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ACD Operations & Planning Analyst
Montevideo, Montevideo Department, Uruguay
Résumé
Jobs
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ACD Operations & Planning AnalystSabreNov 2021 - Aug 2022 (10 months)- Manage and track work shifts for over 500 specialists in our centers worldwide.
▪Supervise schedules, plan vacations and leaves, and off-the-phone activities for Sabre's Helpdesk to provide appropriate 24/7 coverage for every market.
▪Ensure Service Level goals are met in our Montevideo, APAC, Middle East and Krakow Service Centers.
▪Devise and maintain routing strategies for contacts (calls, callbacks, emails and chats) from different markets, skillsets and languages.
▪Support the migration from Genesys CC Pulse to Genesys Cloud.- Workforce AnalystAloricaMar 2019 - Nov 2021 (2 years 9 months)- Responsible for providing analysis of queue monitoring: maintaining, tracking and taking decisions in order to meet Service Level goals and expectations.
▪Analyze historical data and combined with real time information, provide information to Management and other departments in order to more efficiently meet objectives. - Team LeaderAloricaDec 2018 - Feb 2019 (3 months)- Supervise and lead customer service teams, aiding representatives according to their needs.
▪Work alongside other supervisors and departments focusing on improving the quality of the service provided while assuring customer happiness. - Customer Service RepresentativeAloricaOct 2017 - Nov 2018 (1 year 2 months)- Provide bilingual assistance to customers, solving various types of requests, while at the same time generating experiences that guarantee customers' satisfaction.
Education
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- Bachelor’s in Business AdministrationUniversidad de MontevideoJan 2020 - Aug 2022 (2 years 8 months)