Jaime Centenaro
Cx Workforce Manager @Transdev North America
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WORK HISTORY
Cx Workforce Manager @Transdev North America
Riverside County, CA, US
Transdev is a transportation company that operates contracts worldwide. I led the company’s new contract start up which involved recruiting, hiring, and onboarding over 100 employees in under 2 months. I mentored and trained other employees who assisted in the success of the start up by analyzing contractual guidelines and adhering to client needs. Due to this success, I was appointed the Call Center Manager for Riverside County to lead the team through a data-driven focus.Accomplishments•Led the implementation of an advanced scheduling system using statistical modeling techniques in Genesys Cloud, resulting in a 20% reduction in agent absenteeism by analyzing contact center volume and staffing needs. Additionally, I managed 10 distinct call center queues, improving operational efficiency by 30% within three months through adherence monitoring and schedule maintenance.•Streamlined the NVR troubleshooting process leading to a 25% increase in cost savings and AI improvement by implementing precise process optimizations and conducting IT processes to identify network and port opportunities with a high level of accuracy and time sensitivity.•My leadership initiatives increased team morale and productivity by 15% through addressing staff feedback and fostering a collaborative, supportive work environment. I also streamlined financial processes, identifying cost-saving opportunities and boosting savings by 15% through precise process optimizations and financial analysis.•By adopting a data-driven, customer-centric approach, I improved customer satisfaction scores by 20%, driving service enhancements and ensuring the team consistently met customer expectations. This approach also contributed to overall performance improvements across the department.
EDUCATION
California State Polytechnic University-Pomona
Bachelor of Science in Applied Mathematics and Statistics
ABOUT JAIME CENTENARO
Workforce Manager with 4+ years experience with a proven track record in operations management, forecast modeling and telecom operations. Expertise in customer experience data-driven leadership, achieving significant enhancements in accuracy and efficiency using effective forecasting. Equipped with strong analytical skills and self-motivated mindset to oversee specialized programs and administrative functions, maintain and create forecast models reflecting current data while increasing accuracy, and compile data-driven recommendations on staffing and facility needs. Skilled in identifying key business issues and offering statistical analyses, deploying, testing, monitoring, and participating in technology projects in a customer oriented role.Career Highlights•Implemented an advanced scheduling system and forecast models using Genesys Cloud and Microsoft Access, reducing agent absenteeism by 20% through the thorough analysis of contact center volume and staffing needs.•Optimized and troubleshooted contact center operations by managing 10 distinct queues, analyzing trends, seasonal patterns, and historical data resulting in a 30% improvement in operational efficiency and enhancing KPIs within just 3 months, using Genesys Cloud.•Increased team morale and productivity by 15% through collaborative and customer focused leadership, a positive attitude, improving telecom technical concerns, and fostering a collaborative work culture that empowered team members to perform at their best.•Achieved a 95% customer experience score, the highest in the Norwalk region, by effectively overcoming operational challenges and demonstrating exceptional problem-solving skills that drove client loyalty and trust.•Streamlined the NVR troubleshooting process leading to a 25% increase in cost savings and AI improvement by implementing precise process optimizations and conducting IT processes to identify network and port opportunities with a high level of accuracy and time sensitivity.•Identified potential IT issues which led to a decrease of ITSM escalations and tickets by 25% through troubleshooting and communicating effectively with different departments how to prevent future disruptions and improve process flows.•Helped 3 individuals secure leadership roles through direct training and mentorship.
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