Open to opportunities

Josafat Caba

@josafatcaba

Message

Workforce Supervisor with expertise in analytics and team development.

Zimbabwe

Message

What I'm looking for

I seek a dynamic role where I can leverage my analytical skills and team leadership to drive operational excellence and enhance customer satisfaction.

I am a dedicated Workforce Supervisor with extensive experience in optimizing staffing and enhancing team performance. My journey began at A Lorica, where I transitioned from an agent in Home Entertainment to a Senior Analyst, and eventually to a Supervisor overseeing the Workforce Management team. I have successfully managed staffing for multiple clients, developed comprehensive reports, and collaborated with operations to ensure optimal staffing levels.

Prior to my role at A Lorica, I honed my skills in claims processing and resolution at Synergies La Romana, where I addressed customer requests efficiently. My experience also includes technical support at Continuum Global Services, where I monitored service levels and managed reporting. With a strong foundation in logistics and coordination from my time at D’Cora Industry, I bring a well-rounded skill set to any team.

Experience

Work history, roles, and key accomplishments

Workforce Supervisor

Lorica-Workforce Supervisor Samsung

Mar 2021 - Feb 2025 (3 years 11 months)

Started as an agent for Home Entertainment, then promoted to Workforce Senior Analyst, handling reports, real-time coding, staff, and call control. Progressed to Workforce Supervisor, overseeing the DR and MNL WFM Teams, managing staffing for three clients, optimizing staffing through operational meetings, and developing team members.

Workforce Management Workforce Optimization Reporting Team Leadership Call Center Operations Client Management Data Analysis Performance Management Process Improvement

Claim Specialist

Synergies La Romana

Feb 2020 - Oct 2020 (8 months)

Began as a Claim Processor and advanced to Claim Resolution, managing customer requests for home damages including plumbing, home appliances, and HVAC issues. Successfully resolved complex claims and ensured customer satisfaction.

Customer Service Damage Assessment HVAC Systems Plumbing Home Appliances Problem Solving Documentation

Agent / RTA

Continuum Global Service

Apr 2019 - Jan 2020 (9 months)

Started as a Level 2 and 3 Tech Support Agent, then transitioned to Real-Time Analyst (RTA). Monitored breaks, auxiliary usage, headcount, and service levels, while also preparing Excel reports and assisting with scheduling.

Technical Support Scheduling Data Entry Customer Support

Sale, Logistic, Coordination of Shop

D'Cora Industry

May 2016 - Aug 2018 (2 years 3 months)

Initially managed the sales team, then took charge of the shop's logistics, coordination, and inventory. Responsible for personnel attendance, hours tracking, and overall shop operations.

Sales Management Logistics Inventory Management Personnel Management Operations Management Team Leadership Retail Operations Supply Chain

Education

Degrees, certifications, and relevant coursework

Evanders Child High School

High School Diploma, General Studies

Completed high school education and obtained a High School Diploma. Additionally, acquired certifications in CCNA and Computer Programming, demonstrating foundational knowledge in networking and software development.

ITT Tech

Associate's Degree, Software Development

Studied Software Development, gaining proficiency in HTML, Linux, and Java. Earned Office Certification and CCNA/CCT certifications, enhancing skills in software and network technologies.