Robert Hernández Benavides
Analyst
San Ramón,Alajuela
Summary
To pursue perfection of skills day by day. To find ways to improve my situation, service and product. To use any tools and techniques needed to do my best effectively. To make everyone around me feel confident, empowered and supported.
Overview
12
12
years of professional experience
Work History
Workforce Management Real-Time Analyst
BGO Outsourcing CR
05.2020 - 11.2025
- Brought SL 20%-30% up for over 4 campaigns with over 100 handled calls each.
- Overviewing, close monitoring and creating innovative procedures to improve productivity and ease time of agents on the phone. Help with clear visualizations of either Inbound coverage and Outbound penetration.
- Efficiently took ownership and responsibilities to focus on problem-solving. Eased workflow and Headcount in queues.
- Audited paid hours and gaps to report call-outs in daily basis, weekly and how they affected the SL in HC vs queues.
- Direct communication on what needs to be done to improve making sure suggestions are followed.
- Tier1 and Tier 2.
- Email Support for a lending account company in US. (65 per day).
- Brought innovative ideas to the table to increase service quality, documentation and the product itself according to the experience.
- Proactively detected bugs and potential misunderstandings.
- Security Quality Assurance 100% solid.
- Along with Tier 1, in Tier 2, I provided payment extensions to avoid impact on credit.
- Verify bank partners, customers to avoid fraud and the status of their accounts to make sure we comply with state, credit and client regulations.
- Assist customers with their refund, reversal, disbursement, payment, and loan cancellation transactions.
- Phone Support.
- Along with T1 and T2 via email, I also offer phone support to help customers with their questions, concerns, suggestions, requests.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Optimized workforce distribution by analyzing historical data and trends in realtime.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Collaborated with management to develop targeted action plans for addressing performance gaps.
- Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Implemented process improvements that led to increased agent availability during high-demand periods.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
- Provided ongoing training to staff members, driving skill development and boosting overall team performance.
- Ensured timely resolution of escalated customer concerns by collaborating with cross-functional teams.
- Assisted in the recruitment process for new hires, providing valuable insights on candidate selection based on real-time analytics expertise.
- Established strong relationships with business partners, facilitating open communication channels for proactive problemsolving.
- Produced detailed and relevant reports for use in making business decisions.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Recommended [Type] operational improvements based on tracking and analysis of [Type] data.
- Evaluated current processes to develop improvement plans.
Musi Minisuper “Los Tribunales”
01.2016 - 01.2017
- Baking the product. Product accounting.
- Assisted the cashier when needed.
- Displayed product accordingly to the demand.
- Offered great customer service.
- Open and close the locality.
Bimbo S.A. San Antonio Headquarter
01.2014 - 01.2015
- Product storage and trays accounting.
- Registered their income and outcome.
Education
Elementary English Teacher
University of Costa Rica
01.2020
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National Institution of Learning
01.2016
Skills
Investigation and analytic skills
Timeline
Workforce Management Real-Time Analyst
BGO Outsourcing CR
05.2020 - 11.2025
Musi Minisuper “Los Tribunales”
01.2016 - 01.2017
Bimbo S.A. San Antonio Headquarter
01.2014 - 01.2015
Elementary English Teacher
University of Costa Rica
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National Institution of Learning