Lilian Berber

Long term/Short term processes: forecast, forecast adjustments, agent capacity, weekly/monthly intraday, answering capacity, staffing plan, staffing level, prime/no prime intervals-days, scheduling, real time monitoring, reporting, KPI's Tools: Verint-Impact 360, G.A.P (Simplex), Sowi, Finesse, Cisco Jabber, PBI, Cloud, intermediate Excel-Access

Bilingual WFM Analyst at Atento México Holdco, S. de R.L. de C.V. (2021-08 – Present)

• Long term/Short term processes: forecast, forecast adjustments, agent capacity, weekly/monthly intraday, answering capacity, staffing plan, staffing level, prime/no prime intervals-days, scheduling, real time monitoring, reporting, KPI's
• Tools: Verint-Impact 360, G.A.P (Simplex), Sowi, Finesse, Cisco Jabber, PBI, Cloud, intermediate Excel-Access

Bilingual Customer Service Agent at Atento Servicios, S. A. de C. V. (2020-05 – 2021-08)

• Customer Service to US and El Salvador. Taking orders and credit balance information
• Supporting the operation as a Team Leader on weekends by performing real time monitoring
• Seasonality periods supporting as a WFM Auxiliar
• Tools: Bluezone, Excel

Call Center Bilingual Representative at Atento Servicios, S. A. de C. V. (2019-11 – 2020-01)

• Customer Service to US and El Salvador clients. Taking orders
• Tools: Bluezone

Analyst at Prestadora de Servicios de Alta Gerencia, S. de R.L. de C.V. (PRESAG) (2015-04 – 2015-10)

• Error detectors in the platform IBS and the function of the system
• Calls to foreign customers (India and United States) for consults and solving doubts about the implementation of the new platform
• Tools: Platform IBS

Administrative Assistant (PRESAG) at KPMG Cárdenas Dosal, S.C. (2014-03 – 2015-03)

• Check out reports of passives
• Register reports of time
• Flight reservation according to weekly logistics required by the client

External Typist - Indefinite contract at BANAMEX (2014-01 – 2014-03)

• Administrative Support - Correction of Financial Statements

Accounting Assistant at Accountant Felipe de Jesús Vázquez Monroy (2011-09 – 2013-09)

• Checking accounting activities
• Calculus of payments for all people
• Making resumes for sending incomes
• Register of accounting activities inside the company and system COI
• Banking solutions (DIOT y LIETU)
• Sells costs
• Tools: Microsoft Office Excel, Aspel COI 4.0 /5.0 Portal SAT

Administrative Assistant (PRESAG) at KPMG Cárdenas Dosal, S.C. (2008-03 – 2010-04)

• Revision and data entry of proyects and clients information in People Soft information management system
• Archive documents

Seller at La Ruta de las Indias (2007-08 – 2007-12)

• In-person customer service
• Preparation of inventory control
• Organization and maintenance of pieces

Computer laboratory Manager at CETis No. 4 (2003-06 – 2004-12)

• Computer equipment maintenance
• Computer equipment inventory control

Degree in Translating – Superior Institute of Interpreters and Translators, S.C (ISIT) (2016-08)

Technician in computing – Industrial and Technological Institute and Services Number 133 (1998-07 – 2001-07)