John Montevirgen

With over a decade of experience as a Workforce Management Analyst, I have honed my skills in real-time queue monitoring, schedule optimization, and data-driven decision-making within high-volume customer service environments. My journey began as a Customer Service Representative, where I developed a strong foundation in customer interactions and operational processes. This experience paved the way for my transition into workforce management, where I have successfully collaborated with cross-functional teams to enhance service levels and implement automation solutions.

At Medtronic, I have been instrumental in monitoring real-time call volumes, managing attendance, and optimizing schedules to ensure compliance with service level agreements. My ability to create and maintain detailed reports for performance reviews has been crucial in aligning staffing strategies with performance goals. I take pride in my achievements, including receiving the Medtronic Directors Club Award for exceptional performance in customer satisfaction and operational support, and being named Employee of the Year for exceeding KPIs and demonstrating leadership.