Justin Hernández
Alajuela
Summary
Hardworking and passionate person with strong organizational skills eager to secure an job position where I can put knowledge into practice. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, multitasking and problem solving skills.
Overview
3
3
years of professional experience
Work History
Workforce Real Time Analyst
Accenture
01.2023 - Current
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
Customer Service Representative
Accenture
02.2022 - 12.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided support to peers about any inquiry that they had
- Handled customer inquiries and suggestions courteously and professionally.
- Created tickets with IT when encountering system downtime and tool issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
English Language Teacher Supervised Practicum
Liceo Katira
02.2021 - 06.2021
- Evaluated student progress to offer recommendations for further development.
- Planned and implemented lessons to positively increase vocabulary and sentence structure skills.
- Developed age-appropriate lesson content for literature pieces to meet diverse learning styles.
- Developed a positive classroom environment by incorporating collaborative learning strategies.
- Assessed student progress, providing constructive feedback to motivate improvement in language proficiency.
- Collaborated with other English Language Teachers to develop cross-curricular projects, fostering interdisciplinary learning.
Education
Master's Degree - English Teaching
Universidad De Costa Rica
San José, Costa Rica2025
Certification - Project Management Foundations
LinkedIn Learning
05.2023
Bachelor's Degree - English Teaching
Universidad Nacional De Costa Rica
Heredia06.2022
Certification - Information & Communication Technology Management
Instituto Nacional De Aprendizaje
Alajuela03.2021
High School Diploma -
Liceo Las Delicias
Alajuela12.2017
Skills
- Verbal and Written Communication
- Cultural Awareness and Sensitivity
- Decision-Making
- Critical Thinking
- Teamwork and Collaboration
Refererences
M.A. Bianchinetta Benavides Segura
University professor, Universidad Nacional
bianchinetta.benavides.segura@una.ac.cr
Mag. Silvia Saborío Taylor
University professor, CIDE-UNA
silvia.saborio.taylor@una.ac.cr
Timeline
Workforce Real Time Analyst
Accenture
01.2023 - Current
Customer Service Representative
Accenture
02.2022 - 12.2022
English Language Teacher Supervised Practicum
Liceo Katira
02.2021 - 06.2021
Master's Degree - English Teaching
Universidad De Costa Rica
Certification - Project Management Foundations
LinkedIn Learning
Bachelor's Degree - English Teaching
Universidad Nacional De Costa Rica
Certification - Information & Communication Technology Management
Instituto Nacional De Aprendizaje
High School Diploma -
Liceo Las Delicias
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