Operations analyst with 3+ years in high-volume contact center environments, focused on accurate data handling, consistent processes and Excel automation. I manage scheduling and real-time monitoring in web-based systems, report on key metrics (service level, AHT, abandonment rate) and build Excel/VBA tools that reduce manual work. I learn new software quickly, work independently and communicate clearly in writing.
Looking for a job
Juan Aguas
@awas
Operations & Reporting Analyst | Excel, VBA, Data Accuracy
ColombiaExperience
Work history, roles, and key accomplishments
AB
Current
Analista Workforce
Ayesa atech BPO
Sep 2023 - Present (3 years 1 month)
Plan agent shifts around demand and monitor agent states in real time (CCPulse). Track KPIs (service level, AHT, abandonment rate) with pivot tables and advanced formulas. Built Excel/VBA dashboards that automate reporting, plus an Erlang C tool for traffic forecasting and staffing. Handle admin requests by email, following set procedures.
AL
Asesor de Servicio al Cliente
Almacontac
Apr 2022 - Jul 2023 (1 year 3 months)
Handled customer requests by phone and chat, tracked cases to resolution and kept customer account records accurate and up to date.
Education
Degrees, certifications, and relevant coursework
CZ
Colegio Ramón de Zubiría
Bachiller Académico, General Studies
Completed high school education, earning the title of Bachiller Académico in 2020.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
ColombiaAuthorized to work in
Salary expectations
30k+ USD
Job categories
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