Professional, diligent worker, responsible, analytical and always looking the best for the team and the company where I am contributing
Alan Zeballos
Business Operations & Planning
Overview
19
19
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Senior ACD Operations & Planning Analyst
Sabre Global Inc
05.2015 - Current
- Gathers performance data and measures the output of departments or units to determine achievement or variance with production schedules
- Produces reports that evaluate company capacity and identify areas where improvements can be implemented
- Responsible for not just designing and writing procedures and participate in projects, but for the coordination of the entire ACD Team.
Functional Consultant
Topaz
Montevideo
02.2014 - 02.2015
- In charge of the communication between core banking organizations customers, analyzing the requirements and needs, studying the existing system and preparing documentation to updating the system to their needs if applied.
Contact Center Account Supervisor
Banco Santander
Montevideo
10.2011 - 01.2014
- Develop and provide operations performance and productivity reports related to call statistics, operation performance and call center productivity
- Monitor overall call center performance and make real-time changes in staffing and call routing to achieve objectives
- Get operators updated with changes in politics and new
- Ads Campaigns
- Answer all kinds of inquiries about bank products and services
- Provide
- Feedback and performance review to all agents in charge.
Business Class Flight Crew member
Copa Airlines / Panama
02.2008 - 09.2011
Regional Financial Planning Analyst
Grupo Carvajal / Panama
02.2007 - 12.2007
- Budget Preparation for each business Unit of Carvajal Group
- Preparation of monthly progress reports vs budget accuracy
- Profitability Business Analysis.
Credit Card Manager Assistant
BAC|Credomatic Network
10.2004 - 01.2007
- Evaluating clients' credit data and financial statements to determine the degree of risk involved in lending money to them
- Preparing reports about the degree of risk in lending money to clients
- Analyzing client records and using the data to recommend payment plans.
Education
Bachelor of Science - Finance
ULACIT
Panama 1999.03 - 2004.12
Scrum Master Professional - Agile Methodologies
PMLA
Montevideo 05.2020 - 08.2020
PMP Methodology applied to Real Projects -
PMLA Institute
Montevideo 06.2018 - 06.2018
Skills
- Operations Planning
- Customer Service Optimization
- Contact Center Software
- Process Improvement Initiatives
- Call Center Operations
- Customer Experience
- Project Planning
- Process Updates
- Data Analysis
- Data Communications
- Call Volume Analysis
- User Acceptance Testing (UAT)
- Business Process Understanding
- Workflow Configuration
- Team Collaboration
- Functional Improvements
- Technical Project Management
- Scrum Methodology
- KPI Tracking
- Key Performance Indicators (KPIs)
- Scheduling and Coordinating
- Employee Coaching and Mentoring
References
- Joaquin De Los Santos / TCS (+598 99 177 808)
- Rodrigo Arriera / Oracle (+598 99 904 140)
- Maira De Moura / Oracle (+598 91 849 199)
Interests
I take immense satisfaction in being busy and productive
Faced with any given scenario, can quickly spot the relevant patterns and issues
The process of learning, rather than the outcome, excites me I have an inner compass that gives me certainty in decisions processes
WebPages
- LinkedIn: https://www.linkedin.com/in/alan-zeballos-osorio/
- Credly: https://www.credly.com/users/alan-zeballos
Summary
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Operations & Planning Supervisor position. Ready to help team achieve company goals.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Timeline
Scrum Master Professional - Agile Methodologies
PMLA
05.2020 - 08.2020
PMP Methodology applied to Real Projects -
PMLA Institute
06.2018 - 06.2018
Senior ACD Operations & Planning Analyst
Sabre Global Inc
05.2015 - Current
Functional Consultant
Topaz
02.2014 - 02.2015
Contact Center Account Supervisor
Banco Santander
10.2011 - 01.2014
Business Class Flight Crew member
Copa Airlines / Panama
02.2008 - 09.2011
Regional Financial Planning Analyst
Grupo Carvajal / Panama
02.2007 - 12.2007
Credit Card Manager Assistant
BAC|Credomatic Network
10.2004 - 01.2007
Bachelor of Science - Finance
ULACIT
1999.03 - 2004.12
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