Erick Adrián Rodríguez Zúñiga

• Optimized workforce structures – Reorganized team configurations and staffing models to improve operational efficiency and align workforce capabilities with business demands.
• Developed schedules – Created and maintained effective staff schedules to ensure adequate coverage, reduce overtime costs, and support peak demand periods.
• Conducted real-time analysis – Monitored performance and operational metrics in real time to identify issues promptly and implement immediate corrective actions.
• Enhanced service quality using forecasting and workload balancing strategies – Improved service levels by leveraging data-driven forecasting and balancing workloads to match demand, reducing wait times and increasing customer satisfaction.
• Analyzed business developments and monitored market trends to identify emerging opportunities and inform strategic planning efforts.
• Collaborated with internal stakeholders to gather business requirements, translating needs into clear project scopes and actionable plans to support targeted outcomes.
• Partnered with leadership to develop workload balancing strategies that optimized resource allocation and improved team productivity across high-demand periods.
• Contributed to the creation of risk mitigation plans by identifying operational vulnerabilities and implementing proactive solutions to maintain service continuity and reduce potential disruptions.

• Led workforce scheduling and staffing strategies - Ensure optimal coverage and maintain high service levels, reducing operational gaps and improving response times.
• Monitored and optimized key performance indicators (KPIs) - Enhance reporting processes and streamlining workflows, resulting in greater operational transparency and improved process efficiency.
• Utilized workforce management and collaboration tools including eWFM, Salesforce, ADA, RTA System Tool, and SharePoint to effectively monitor performance, generate reports, and support data-driven decision-making across teams

Provided front-line technical support and customer service, resolving user issues related to software, hardware, and system functionality. Delivered clear, solution-focused communication across multiple channels (phone, email, chat), ensuring high customer satisfaction. Collaborated with internal teams to escalate and resolve complex cases, while maintaining accurate case documentation and adhering to service level agreements (SLAs).

• Provided customer support while enhancing problem-solving and communication skills, ensuring timely resolution of issues and delivering a positive client experience.