Roberto Carlos

Roberto Carlos Concepción S. Brisas Del Golf,- ​ ​ EXPERIENCE: January 2015 – Present VIZE Panama Concept and Art Supervisor August 2014 – January 2015 NCO Panama Work Force Management Supervisor August 2005 – 2014 NARS Panama Customer Service Representative Work Force Management Analyst Assist on general and specific issues, find the root of them and get a fast and efficient response to avoid that the production of the site can be affected. Plan required staffing, schedules, and service level results across multiple departments Partner with Operations, Reporting and Training to create, modify or complete reports and/or tasks. Contribute to the financial and budgeting process ensuring that long-term goals are identified and variances managed Create and implement programs and plans that support the strategic objective of the project Oversee relevant performance metrics, generating of reports, and provide detailed analysis of operational performance Develop educational programs and act as an advocate to ensure customers and internal satisfaction on behalf of Workforce Management Collaborate with the WFM department to develop print media based on the established goal determined by the team Other coaching-related duties were required, such as: Assist the supervisors to setup the agents’ profile Verify and assist management on international conference Coach the new analysts in Ford WFM department Oversea production to find areas of opportunities to optimize it July 2005 – August 2005 ULACIT Laureate International Universities Graphic Design Computer Lab Assistant. Create Poster and Ads to promote internal and external activities. Verify the correct function of the Lab devices (Computer Devices) January 2002 – July 2005 Panamá Quest Management Services. Logistic Service to U.S. Navy Vessels who used the Panama Canal Path at Corporación del Este, Distribuidora Canaan and Sanitec International. Audit of the Items store in the company warehouse. EDUCATION: College: Currently taking the last year of the Bachelor Degree in Graphic Design at ULACIT LAUREATE INTERNATIONAL UNIVERSITIES. High School: Instituto Dr. Alfredo Cantón / Bachiller en ciencias. Junior School: Dr. Carlos A. Mendoza Jr. School. Courses: 1. Seminary about “How to use WEB today” by Fedelacruz Company, 2001. 2. ESL (ENGLISH AS A SECOND LANGUAGE), Universidad Latina de Panamá, 2004. 3. Panamanian government’s JavaScript Course (INADEH) 4. HTML5 & CSS at Google’s Udacity on line School program KNOWLEDGE AND SKILLS: Knowledge about Operating System such as: Windows and Mac OS. Strong Microsoft Office skills (Microsoft Word, Microsoft Excel, Microsoft Power Point, Microsoft Access & Microsoft Publisher) Strong Adobe Create Suite skills (Specially Adobe Photoshop and Adobe Illustrator) Knowledge about HTML5 and CSS3 Customer and Financial Service. Advanced English communication skills both verbal and written Ability to meet goals, deadlines and deliverables in a timely manner Detail oriented and able to Multi-Task Clear understanding of Call Center Operations CMS Avaya Supervisor knowledge Ability to work with minimum Supervision Ability to work in a fast paced environment and quickly adapt to new expectations and procedures Ability to create business cards, and entire stationary package or print material to promote internal or external work related activities. Deep Knowledge of Social Networks (Twitter, Facebook, MySpace, Tumblr and Pinterest). REFERENCES Sup. Osvaldo Sánchez Corp. Del Este - Sup. Moises Saavedra Nars -