Adrian Orta
WFM Program Manager | Innovative Workforce Solutions through Technology & Strategic Planning
- Role
- Wfm Program Manager - Tools & Processes at TikTok
- Location
- Las Vegas, NV, US
- LinkedIn followers
- 500 followers
Experience
Wfm Program Manager - Tools & Processes
Jan 2025 — Present · Bellevue, WA, US
Drove continuous improvement of WFM processes and tools, optimizing forecasting and adjustment processes across departments. • Served as the primary point of contact for stakeholders, providing regular support to Moderator, Product, and Operations teams. • Enhanced workforce management processes to balance customer experience, employee satisfaction, and cost-effectiveness, consistently achieving SLA goals.
Education
Valencia College
Public Relations/Image Management
2017 — 2019
University of Nevada-Las Vegas
Philosophy
2008 — 2011
Skills
- Analysis
- Business Analysis
- Call Centers
- Customer Experience
- Customer Service
- Leadership
- Management
- Microsoft Office
- Process Improvement
- Vendor Management
- Bpo
- Contact Centers
- Customer Retention
- Customer Satisfaction
- Team Leadership
- Training
- Team Building
- Business Process Improvement
- Performance Management
- Microsoft Excel
- Employee Training
- Outsourcing
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