Josue Ventura
Santo Domingo,Dominican Republic
Summary
Detail-oriented professional with over 3 years of Customer Service experience and 2 years in Workforce Management. Proven skills in problem-solving and effective communication in fast-paced environments. Eager to leverage customer service expertise to support administrative functions and enhance team performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service/Bank Teller
Concentrix
Santo Domingo, DR
12.2018 - 12.2019
- Delivered exceptional service, boosting customer satisfaction by 30%
- Resolved issues swiftly, enhancing loyalty and repeat business
- Addressed customer inquiries regarding bank accounts to enhance understanding and support.
Customer Service Agent (Tier 1)
Alorica
Santo Domingo, DR
05.2018 - 12.2020
- Provided exceptional customer support via phone and chat channels.
- Resolved customer inquiries by utilizing company knowledge base effectively.
- Supported customers with kitchen appliances by advising on proper use and maintenance, enhancing their product experience.
- Collaborated with team members to improve service delivery processes.
Moderator/Sup Moderator
Acquire BPO
12.2020 - 12.2023
- Supervised moderation team to ensure compliance with community guidelines, providing support, coaching, and feedback to mod agents to enhance team effectiveness.
- Provided feedback to upper management on agent performance, developing solutions for minor and complex operational issues.
- Monitored and moderated online video game content to maintain community standards and enhance user experience.
OPI/ RTA-WFM Analyst
Transperfect Connect
Santo Domingo, DR
12.2022 - 12.2023
- Developed forecasting models to ensure accurate scheduling and resource allocation.
- Analyzed workforce data to identify trends and optimize staffing levels.
- Collaborated with operational teams to streamline processes and improve efficiency.
- Provided accurate interpretation services over the phone to facilitate effective communication between parties.
Real Time Analyst
Broadway Support Services (BSS)
Santo Domingo, DR
10.2026 - Current
- Workforce Management (Oversaw workforce management tasks)
- Managed Real Time Analytics to enhance agent efficiency through trend identification and timely decision-making.
- Workforce Management Analyst specializing in planning, monitoring, and optimizing resources for efficient contact center operations.
- Resolved scheduling issues and generated daily metrics reports to support operational effectiveness.
Education
High-school Diploma - Adm, Turísticas y Hotelera Emp.
Centro de Estudios Generales y Servicios (CEGES)
01.2016
Tourism and Hotel Management -
Universidad OyM
01.2023
Skills
- Leadership
- Assertive Communication
- Problem Solving
- Report Writing
- Teamwork
- Workforce Analytics
- Schedule Management
- Back Office Operations
- Quality Assurance
- Process Optimization
Certification
- English Immersion Program
- Interpretation Certificate
Accomplishments
Top 1 OPI with 98% QA in monthly metrics.
Hobbies and Interests
Sports
References
Reference available upon request
Timeline
Real Time Analyst
Broadway Support Services (BSS)
10.2026 - Current
OPI/ RTA-WFM Analyst
Transperfect Connect
12.2022 - 12.2023
Moderator/Sup Moderator
Acquire BPO
12.2020 - 12.2023
Customer Service/Bank Teller
Concentrix
12.2018 - 12.2019
Customer Service Agent (Tier 1)
Alorica
05.2018 - 12.2020
High-school Diploma - Adm, Turísticas y Hotelera Emp.
Centro de Estudios Generales y Servicios (CEGES)
Tourism and Hotel Management -
Universidad OyM