Summary
Overview
Work History
Education
Skills
Timeline
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Diego Cordova

Diego Cordova

Workforce Supervisor
San Salvador

Summary

Dynamic leader with a proven track record at Telus Digital, enhancing workforce strategies and client satisfaction across Google Operations. Excelled in analytical thinking and effective communication, achieving significant CSAT score improvements and successful program ramp-ups. Skilled in crisis management and team development, consistently delivering positive outcomes through innovative solutions and strong stakeholder relationships.

Overview

4
4
years of professional experience

Work History

Workforce Supervisor

Telus International
07.2023 - Current
  • Created and revamped strategies to accomplish our team's objectives and increase overall satisfaction with our team's performance leading to WFM CSAT score improvements for GFiber and keeping perfect scores for the rest of Google Operations.
  • Cultivated strong relationships with key stakeholders for better collaboration and partnership opportunities.
  • Served as one of the points of contact for Google inquiries or escalations, resolving them effectively while maintaining client satisfaction levels high.
  • Facilitated the successful integration of new employees into the department through orientation programs and ongoing support mechanisms.
  • Led initiatives to improve employee engagement through team-building events, and interactive coaching sessions.
  • Participated in the successful ramp up of three new Google programs (Cloud Tech, GUp Guatemala & GFiber CS) improving Staffing concerns in GUP plus delivering positive numbers to the rest of new clients.

Workforce Scheduler

Telus International
11.2021 - 07.2023
  • Effectively allocated resources across multiple Lines of Business to meet client requirements.
  • Implemented Google Verint in multiple programs to increase scheduling capabilities, resulting in reduced manual errors and improved productivity.
  • Partnered with Google's Center of Operations providing Staffing recommendations during their annual seasonality and relating constant feedback on FTE allocation.
  • Optimized workforce scheduling by analyzing staffing needs and incorporating employee availability, ensuring a work-life balance.

Workforce Real Time Analyst

Telus International
10.2020 - 11.2021
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time inbound call traffic across multiple site locations. (El Salvador and Philippines)
  • Enhanced decision-making by creating and updating essential Intraday and EOD reports, dashboards
  • Supported Operations by providing timely and accurate information on agent utilization and schedule adherence.

Education

Industrial Engineering

Universidad Tecnologica
01-2028

Skills

Effective leadership

Team management & developing

Analytical thinking

Problem-solving abilities

Multitasking

Teamwork and collaboration

Decision-making

Adaptability and flexibility

Effective communication

Task delegation

Crisis management

Timeline

Workforce Supervisor

Telus International
07.2023 - Current

Workforce Scheduler

Telus International
11.2021 - 07.2023

Workforce Real Time Analyst

Telus International
10.2020 - 11.2021

Industrial Engineering

Universidad Tecnologica

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Diego CordovaWorkforce Supervisor