GERARDO MELARA
Summary
A dedicated and results-driven professional with over twelve years of experience in the Telecommunications Industry. Possessing a strong background in data analysis, business, and strategic planning, with proven expertise in creating reporting tools to enhance business KPIs and efficiency. Adept at managing teams and fostering positive client relationships.
Overview
13
13
years of professional experience
1
1
Certification
1
1
Language
Work History
Service Support Manager - Google Cloud PSO
Webhelp
05.2022 - Current
- Maintained high data quality standards by communicating regularly with stakeholders. Empowered team members to oversee credit monitoring, staffing utilization, and project tracking for client accounts.
- Improved organizational efficiency by serving as a connection between various departments. Created effective communication channels to facilitate smooth operations and alignment of goals.
- Provided vital support and expertise to engagement managers and consultants, offering insights and guidance on established processes to drive operational excellence.
- Produced, compiled, and presented reports to different departments using internal PLX queries and Looker Studio.
Business Analyst - Google Workspace
Telus International
03.2015 - 03.2022
- Created data analysis presentations for stakeholders, delivering comprehensive action plans to surpass set objectives while actively contributing to senior management meetings, evaluating performance metrics and staff achievements.
- Proposed continuous improvement initiatives, refining existing procedures, and introduced new tools to optimize operational efficiency.
- Proactively monitored daily targets, trends, and performance indicators, proposing and executing corrective action plans where necessary.
- Led successful implementation of a Six Sigma (Yellow Belt) project, enhancing Client-Vendor relationship and elevating Customer Satisfaction scores.
- Developed reporting processes for new vendor site implementation for Google, both onsite and remotely, streamlining operations and enhancing effectiveness.
- Leveraged SQL, Excel, and Google Sheets for thorough data analysis, presenting findings and insights to stakeholders.
- Designed and maintained dynamic dashboards and reports within Salesforce, providing real-time visibility into key performance metrics and business insights.
Real Time Analyst & Sr
Telus International
07.2012 - 02.2015
- Ensured the team consistently met the performance expectations mandated by the premium program while also creating revenue projections, monthly invoices, and staffing plans, taking into account seasonal fluctuations.
- Developed staffing forecasts and optimized site utilization and productivity through strategic schedule allocations.
- Formulated agent bonus strategies and productivity measures to maximize occupancy rates, enhancing overall operational efficiency.
- Coordinated the payroll procedure for a workforce exceeding 400 employees, demonstrating meticulous attention to detail and organizational prowess.
- Implemented and managed user profiles and access levels within Salesforce databases, safeguarding critical data integrity and confidentiality.
Customer Service Representative
Telus International
12.2010 - 07.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Awarded as top performer for 3 months in a row with the best metrics over 600 employees
- Became lead "go-to" person for new reps and particularly challenging emails as one of the company's primary mentors of both new and established employees
Skills
Reporting and Data analysis
Strategic planning and Trend forecasting
Budgeting and Financial Management
CRM and Salesforce proficiency
SQL/PLX and Looker Studio
Google Sheets and Excel Expertise
Problem-Solving
Business Needs Analysis
Certification
Lean six sigma - Yellow Belt
Timeline
Service Support Manager - Google Cloud PSO
Webhelp
05.2022 - Current
Business Analyst - Google Workspace
Telus International
03.2015 - 03.2022
Lean six sigma - Yellow Belt
03-2015
Real Time Analyst & Sr
Telus International
07.2012 - 02.2015
Customer Service Representative
Telus International
12.2010 - 07.2012