Evelyn Yesenia Ramírez Pereira
San Salvador
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Workforce Real Time Analyst
Foundever
12.2021 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Optimized schedules, forecasts and other tools to present to management.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
- Managed overtime, shift swaps, breaks and PTO requests.
Customer Service Representative
Sykes El Salvador
01.2020 - 11.2021
- Set up transportation request
- Monitoring drivers
- Handling inquiries of customers
Technical Support Representative
TELUS International S.A. de C.V.
01.2014 - 03.2019
- Handling inquiries and complaints of customers
- Provide solution for network issues for mobile services
Customer Service Representative
TELUS International S.A. de C.V.
01.2012 - 01.2014
- Handling customers' inquiries and complaints
- Activation and deactivation of services
Customer Service Representative for a Spanish account
TELUS International S.A. de C.V.
01.2010 - 01.2012
- Handling customers' inquiries and complaints
- Activation and deactivation of services
- Assist in-home technicians with the following: activation of customer services
- (Tv cable, internet and landline)
Education
No Degree - Excel Advanced Course
Linkedin
10-2024
Advanced English diploma -
ITCA
Santa Tecla, La Libertad01.2012
High school -
Instituto General Manuel J. Arce
01.2000
Skills
- Analytic
- Self-Driven
- Creativity
- Problem Solving
- Workforce management
- Technical troubleshooting
- Customer service
- Scheduling optimization
Trainings Received
- Customer Service (Insaforp)
- Selling Techniques (Insaforp)
Timeline
Workforce Real Time Analyst
Foundever
12.2021 - Current
Customer Service Representative
Sykes El Salvador
01.2020 - 11.2021
Technical Support Representative
TELUS International S.A. de C.V.
01.2014 - 03.2019
Customer Service Representative
TELUS International S.A. de C.V.
01.2012 - 01.2014
Customer Service Representative for a Spanish account
TELUS International S.A. de C.V.
01.2010 - 01.2012
High school -
Instituto General Manuel J. Arce
No Degree - Excel Advanced Course
Linkedin
Advanced English diploma -
ITCA
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