Cesar Castrejon
· Houston, TX 77386 · (832)948-4151 ·
cdcasmor@hotmail.com
I am experienced in leveraging data to provide actionable business insights.
I am experienced in leveraging data to provide actionable business insights.
• Analyzed historical trends of volume and AHT data. Made recommendations to senior leadership that would reduce bilingual agent staffing numbers by 30% as well as cut hours of operation by 12 hours while meeting SLA goals.
• Partnered with operations senior leadership to explore the implementation of a workforce tool that, according to observed data trends, would reduce operational costs equivalent to 215 agents at a $21.32/hour rate and 2 analysts at a $30/hour rate.
• Worked with operations to create processes and establish best practices for ESPN+ Pay-Per-View events through SOP’s, hourly report templates, and Net Staffing Matrices.
• Designed, configured, and maintained ASPECT display sets to support real-time analytics of staffing and forecast variances.
• Surfaced trending contact drivers across five lines of business to the short-range forecasting team to ensure accurate contact volume and staffing predictions.
• Identified staffing needs based on queue performance trends and provided direction to BPO sites to reduce staffing risks.
• Fostered a one-team culture by helping onboard and train eight incoming associate analyst.
• Produced daily reports around call center staffing for Hulu and Disney+ Tier 2.
• Created and maintained a database using SQL to house call detail records from 5 vendors.
• Coded and maintained a Python scripts to gather call records from vendor’s API’s, performs data cleaning, and formats using Pandas.
• Reduced the invoicing turnaround time from 8 hours to 2 hours through Python automation scripts.
• Collaborated with IT team to generate Tableau reports to deliver insights on SNOW data.
• Configured Virtual Machines, VoIP call switches, and call routing specifications for new clients.
• Supplied benchmark setting customer service experiences to understand support needs, develop a brand relationship with viewers, and foster loyal brand advocates.
• Counselled less experienced coworkers on how to properly engage with viewers at all stages of the customer lifecycle. Monitored and reported trending service needs to ensure appropriate teams understood and that swift resolutions were found.
• Took part in the North American launch of Disney+ and helped to define the roles and processes as an inaugural cross-trained DSS advocate and BTNY pilot support, the structure for which would become the foundation of Disney+ and ESPN+ VXA II roles.
GPA
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