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@christiandanieltorre
Experienced Real-Time Analyst with a focus on workforce optimization.
ZimbabweAs an experienced Real-Time Analyst (RTA), I have developed a strong background in workforce management, real-time monitoring, and performance optimization. My expertise lies in ensuring SLA compliance and making data-driven decisions that enhance process efficiency. I thrive in collaborative environments, working closely with cross-functional teams to optimize workforce efficiency and improve key performance indicators (KPIs).
In my current role at Telus International, I monitor real-time workforce performance across multiple regions, analyze data trends, and implement immediate actions to boost productivity. My previous experience at Transcom allowed me to maintain 100% SLA compliance while designing dashboards for performance tracking. I take pride in my ability to prepare detailed performance reports that support strategic decision-making and drive operational improvements.
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Work history, roles, and key accomplishments
Telus International
Jul 2024 - Present (1 year 4 months)
Monitor real-time workforce performance to ensure SLA compliance across US, EU, and PH teams. Analyze real-time data trends and implement immediate actions to optimize productivity. Collaborate with operations leaders and stakeholders to resolve workflow issues and improve efficiency.
Transcom
Aug 2021 - Jul 2024 (2 years 11 months)
Managed real-time adherence and operations, ensuring 100% SLA compliance. Designed and maintained dashboards for workforce tracking and performance monitoring. Partnered with team leads to optimize agent productivity and enhance the customer experience.
Zuitt
Nov 2019 - Jul 2020 (8 months)
Conducted quality audits to ensure compliance with service standards. Identified and resolved operational inefficiencies, leading to improved KPIs.
Degrees, certifications, and relevant coursework
Aircraft Maintenance Technology
Studied Aircraft Maintenance Technology, focusing on the principles and practices necessary for maintaining and repairing aircraft.
Web Development
Completed a program in Web Development, gaining skills in programming, web design, and application development.
Software and tools used professionally
ZimbabweYou can contact Christian Daniel and 90k+ other talented remote workers on Himalayas.
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