Luis Rubiano Ruiz

Multidisciplinary professional with a background in Civil Engineering and extensive experience in the BPO sector, particularly in Workforce Management (WFM). Proven ability to manage complex projects, lead teams, and develop strategic planning initiatives that align with organizational goals. Skilled in data analysis, forecasting, client relations, and operational optimization. Bilingual in English and Spanish, with a strong commitment to continuous improvement and results-driven leadership.

Multidisciplinary professional with a background in Civil Engineering and strong expertise in Workforce Management (WFM) within the BPO industry. Over three years of progressive experience at Teleperformance, advancing from Customer Service Agent to WFM Senior Analyst. Proven track record in leading WFM teams, strategic forecasting, staffing optimization, and improving service levels and financial performance.

Skilled in Excel, SQL Server, NICE IEX, and tools like Zendesk and Amazon Connect. Bilingual in English and Spanish, with a strong focus on data-driven decision-making and continuous improvement.

-Civil engineer

• Proficient in:

Microsoft excel, Power BI, CRM tools (Nice IEX, Amazon Connect, Zendesk, Verint)