Eduardo Argueta

E D UA RD O A RGUE T A SAN SALVADOR, EL SALVADOR D E TA ILS San Salvador, El Salvador- Skype: Eduardo.Amero1 | Email:-DATE / PLACE OF BIRTH - El Salvador NATIONALITY Salvadoran LIN K S LinkedIn SK ILLS Recruiting Leadership - P RO F I L E Several years in the BPO & VA fields with a specialty in Business Ops: Fraud Mitigation, Quality Assurance, Resource Management, Leadership, Staff Management, Workforce Management, etc. A goal-oriented person who can coordinate, prioritize, execute and gauge the effectiveness of various concurrent tasks with a continuing focus on improving costs and customer experience Excels at complex turnarounds and within a fast-paced, rapidly changing environments. Demonstrates flexibility and readiness to yield and/or alter behavior to attain a goal A native leader and a great collaborator with proven expertise to improve work processes and methods through medium/large-scale, cross-department joint effort A coach and mentor, focused on developing human capital performance by promoting a development driven culture E MP L O Y ME N T H I S T O RY Call Center Agent at Blackhawk Network, San Salvador June 2014 – October 2014 Summary: Responsible for providing a full range of customer services by following processes to ensure customer service needs were met with speed and accuracy and customer service issues were resolved. Managerial Skills Milestones: Email Marketing Email Lead Generation Data Entry Flexible schedule Emotional Intelligence Interpersonal Communication Skills Microso Office Applications Google Suite Google Docs Bilingual (English/Spanish) Created job aids for co-workers to assist in having access to critical procedural information, promptly A former member of the a Subject Matter Expert (SME) team, having as a primary function to support the call center operation by providing procedural assistance to customer service associates Led the creation of various reports to support the Subject Matter Expert team to gauge the effectiveness and propose plans for improvement Call Center Supervisor at Blackhawk Network, San Salvador 2014 – 2015 Summary: In charge of managing, supporting and coaching a team (15-20) of customer service agents, by elaborating cohesive actionable plans (S.M.A.R.T) to meet and surpass business goals. Real-time analysis and resource management of multiple partners and businesses by working in close liaison of a wide variety of support groups within the call center operations such as Workforce, RTAs as well as Learning and Development teams, to meet Service Levels, achieve business goals and develop human capital through robust coaching methodologies. Milestones: A former member of the leadership line and call center initial operational challenges, such as peak season strategies, agent coaching, and development methodologies Co-led Supervisor training program as part of a strategy to prepare future leaders for the role of a Supervisor, this initiative led to increase employee morale exponentially, productivity and overall, lower agent attrition Top performer over an entire quarter Gamification tactic implementation for agent incentives LA N GUA GE S English Risk Analyst I at Blackhawk Network, San Salvador 2015 – 2016 Summary: Spanish H OB B IE S Jogging, Automotive - Car Detailing, Community Help In charge of performing transaction monitoring, supporting investigations and law enforcement requests, while maintaining a high level of interaction with the Customer Service Operations, Risk Management Leads and Risk Officers as well as various key business partners: Milestones: Assist with creation and maintenance of policies and procedures Stay up-to-date with industry best practices and fraud trends to optimize and refine controls used to detect fraudulent activity Prepare management reports on investigations and transaction monitoring performance indicators Receive and route subpoenas and law enforcement and issuing bank requests for information to support their investigations to internal key business partners Leverage appropriate tools (internal and third party) for complex analysis to identify and create linkages to detect fraud patterns, such as LexisNexis, CyberSource, Emailage, Whitepages Pro amongst others Back Office Supervisor at Blackhawk Support Services, San Salvador 2016 – 2017 Summary: In charge of managing, supporting and developing a team of back-office professionals, leading its integration as a standalone department, in close contact with various product Account Managers and executives from different regions across the United States to service over 6,000+ clients and business programs to meet highly sensitive contractual service level agreements Milestones: Transitioned back-office operations from the Philippines to El Salvador and streamlined processes which loads over 5BB per year. Led the creation of departmental productivity measurements and implementation of cohesive employee scorecards to improve and maximize productivity; this drove to a 35%+ improvement and reduced costs Deployed time in motion studies in various call center processes by utilizing and employing a continuous improvement approach (Kaizen), to leverage on the costs associated to perform a given task Creation of departmental KPIs, incrementing departmental utilization from 50% to 85%+: Quality Assurance schemes Agent Hourly Productivity Attendance Internal customer surveying (Total Quality Management approach) Project Assignments to contribute on employee development and skills Service Level Agreements (Back Office operations perspective) Led the creation of multiple call center workflows to simplify the workload distribution by refining the platforms used within the call center via the employing of basic programming skills, increasing agent productivity by 15%+ (Quickbase/ServiceNow) Co-led bonus structure for L2/Back Office operations Settle employee payroll and general administrative tasks, such as disciplinary actions, employee dismissals, hiring, amongst others In charge of departmental headcount planning and staffing in coordination with Workforce Analysts Led training and agent development initiatives Elaboration and conferring of business cases to various business executives to heighten agents resources and make processes more efficient, improve Service Level Agreements Customer Service, Account Supervisor at Blackhawk Support Services, San Salvador 2018 – Present Summary: Supervised a BPO operation of 4 business units. Empowered and supported BPO staff to provide out-of-the-box personalize serviced, to connect, resolve, and exceed the expectations of our clients. Oversight across all Key Performance Indicators, front-line operating procedures and direction of +150 employees. Managed, presented and directed business reviews in weekly, monthly, quarterly and yearly basis to clients and stakeholders Milestones: Supported reallocation of Risk Operations to El Salvador's team by ensuring that both, call routing and human capital readiness levels were level set, this implied standardizing processes and procedures to help streamline customer service and risk operations Supported reallocation of call center businesses to El Salvador, and considerably reducing overall operational costs Relevant contributor on initiatives to improve call center efficiencies by re-examining and renovating IVR flows, to increase containment rates in 50%+ and by doing so, eliminated unessential agent workload to redirect efforts in highly productive tasks Mapping of IVR flow content in Visio to automate customer servicing for call drivers and increase self-service rates by promoting this via our IVRs Promoted and supported customer servicing initiatives of channel shi ing approaches to digital e-care platforms (chat and emails) as part of a call volume deflection strategy to optimize and maximize centre resources and customer servicing Implemented and led business performance reviews with business partners and executives to recognize opportunities and establish actionable plans to improve and maintain performance indicators at a high standard Managed agent budgets and employee requisitions, in coordination and constant collaboration with various internal call center groups, such as Workforce Management, HR Partners and Finance Managed agent staffing for short, mid and long terms to ensure business readiness for different seasons throughout the year Performed a broad scope of administrative tasks such as: Employee payroll for +100 agents as well as Team Leads Disciplinary actions and companies' policies compliance Employee terminations Site employee and assets security measures Agents incentives revisions and structure Requisitions Staff and agent talent acquisition/recruitment Provided insight on training approaches reconfiguration by providing visibility over the most frequent call types the center was receiving and eliminating unessential training topics to reduce its length and ensure high agent readiness E D U CA T I O N Universidad Jose Simeon Canas, San Salvador August 2015 – Present Degree: Legal Sciences Universidad Don Bosco, Soyapango 2011 – 2013 Degree: Graphic Design Technician CO U RS E S Kaizen Training & Schemata 2019 Diplomado en Gestion de Proyectos, FEPADE 2019 Industrial Safety & Occupational Security, CIADE 2016 SYSTEM & TOOLS Lexis Nexis LexisNexis Risk Solutions is a leader in providing essential information that helps customers across industries and government predict, assess and manage risk. Combining cutting-edge technology, unique data and advanced scoring analytics, we provide products and services that address evolving needs in the risk sector. Whitepages Pro Built specifically for models, Transaction Risk API provides the most predictive identity verification features to fight payment fraud and improve the efficiency of authorizations. Emailage Emailage is a global fraud prevention leader. Using only email addresses,it helps to reduce fraud - and analyses all sorts of data and email usage by providing a scoring of fraud for easier fraud flags and detection