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Mynor García

About

Detail

Reporter/RTA
Departamento de Guatemala, Guatemala
Contact Mynor regarding: 
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Internships
Open to unpaid internships

Timeline

work
Job
school
Education

Résumé

Jobs verified_user 0% verified
  • World Connection
    Real-Time Analyst & Data Operations Specialist
    World Connection
    May 2018 - Current (8 years 3 months)
    Monitored and optimized 2,000+ daily customer interactions using NICE, Genesys Cloud, and Talkdesk, consistently maintaining 95%+ SLA compliance and reducing abandonment rates by 85%. Automated WFM and data workflows using Excel VBA and Power Query, processing 300+ schedule changes per hour with 99.8% accuracy and reducing manual errors by 90%. Built real-time dashboards in Tableau and Salesforce, cutting incident resolution time by 40% and enabling proactive operational decisions. Coordinated 24/7 operations across LATAM and U.S. time zones via Zoom and Microsoft Teams, ensuring seamless handoffs with zero critical SLA breaches. Standardized core KPIs (ASA, AHT, Occupancy, Shrinkage), improving executive visibility and operational control.
  • Xerox
    Client Associate – Reporting & Analysis
    Xerox
    Oct 2013 - Apr 2018 (4 years 7 months)
    Processed 300+ complex invoices per day (over $2M in volume) in Salesforce and Oracle CRM with 99.9% accuracy, reducing billing errors by 30%. Cleansed and standardized 10K+ client records, improving reporting accuracy by 35% for U.S.-based executive teams. Automated MBR/QBR reporting and executive dashboards, reducing manual effort by 40% and accelerating insight delivery. Supported cross-regional contract transitions, ensuring compliance and uninterrupted administrative operations.
  • Telus International
    Customer Service Analyst – Email Support
    Telus International
    May 2012 - Oct 2013 (1 year 6 months)
    Achieved 90%+ First Contact Resolution while managing 200+ daily email tickets, reducing average response time by 25%. Performed real-time queue analysis and ticket prioritization, increasing agent throughput and SLA adherence.
Education verified_user 0% verified
  • M
    Bachelor of Industrial Engineering (In Progress)
    Mariano Gálvez University – Guatemala City
    Jun 2023 - Current (3 years 2 months)