Adrián Facio adrianfacio09@gmail.com

Calle Vista Hermosa 620 Int 3 Tlaquepaque Jalisco 45599 Cel. 331-799-2531

O B J E C T I V E S

I am interested in participating in a competitive environment where my skills and professional background will allow me to contribute to the company’s growth as well as my own.

A C A D E M I C B A C K G R O U N D

Eag le Ga te Co l lege

Mur ray , UT

Graduated: May 2002 Graphic Design

W O R K E X P E R I E N C E

Workforce Analyst | HCL

April 2015 – To Present Able to give support analyze different behaviors in a call center environment. My duties include: RTA (Real-time Adherence) monitoring different LOBs making sure the agents are following their schedule as planned if not, I’m able to create a solution to gain phone capacity for the LOB. RTM (Real-time Monitoring) monitoring the behavior of the different LOBs making sure they follow their planned call volume & average handle time, to maintain their target on goal on a daily basis. Forecasting able to generate schedules & reports based on: call volume and offline activities requested by the LOB and Phone Skills, able to change, add/delete skills for the agents based on the daily behavior and requirements of the LOB.

Data Entry Officer & Tester | Ta ta Consu l tancy Se rv i ces

April 2012 – 2014

Joined at an entry level position servicing policies for an American insurance company. I was in charge of creating new accounts or updating existing ones for their clients. Also, I was in charge of completing reports such as: production, attendance and punctuality for my team. Became a trainer for the team, created a training tool that helped the new associates to improve their performance as well as quality during their training period. I was recently transferred to the IT Department, as a tester. My duties included: analyze requirements with different conditions and create test cases and scenarios using an impact analysis sheet to validate software for the credit card department for the mobile channel.

Adrián Facio

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Customer Service Representative | Te l e t e ch

2011 – 2012

I was a customer service representative for T-Mobile assisting customers in the US over the phone, by helping them with their payments, activate new service lines and troubleshooting their electronic devices.

Customer Service Representative | Te l epe r fo rmance

2010 – 2011 I worked in three different campaigns, the first one was called Comcast IC where I was in charge of completing orders and packages for new customers, the second campaign was Comcast SIK where I used to activate the new cable devices, also I was doing soft troubleshooting for the high definition boxes. On the third campaign that was Comcast California Repair I was doing full troubleshooting for every single cable device that Comcast offered to their customers including: dtas, hd dvrs and hd boxes. Also, I used to help the customers to configurate and connect their sounds systems with their tv sets.

Promotions Agent | Bus tos Med ia Communi ca t ions LLC

2005 – 2010 Started working there as a promotions specialist for a local radio station, doing van-hits in the streets of Salt Lake City in the meantime I contributed to the radio station's growth by organizing different music concerts and sports events. I got promoted as a DJ, aside from that I also worked for the company's sports department broadcasting live in Spanish the games of the local teams, the Real Salt Lake for the MLS (Major League Soccer) and the Utah Jazz in the NBA competencies. .

Proficient at working in teams and individually

Quick learner, used to work in a fast paced environment as well as meeting deadlines

Ability to start up new processes and create training documentation

Able to handle any situation or problem in the best way possible to resolve the issue effectively

Good capacity to analyze, process and enter data efficiently

Able to travel and/or move from my current city if necessary