Daniel Yan

I am responsible, easily adaptable, analytical, a team leader, determined and motivated to succeed, and a hard worker.

Continuum global solutions

2019-present

Planner- Responsible of forecast delivery for number of interactions using historical data such as forecast %, shrinkage, service level and average handle time. Also responsible for monthly shrinkage, average handle time and call calculation to achieve an optimum utilization and occupancy of the Workforce.

XtendOps Mexico

2022-present

WFM Analyst- Responsible for scheduling and forecasting, provides daily, weekly scheduling and real time monitoring support. Capable of building reports and dashboards to help track and analyze data to support executive management staffing decisions. Also performs post analysis evaluation of agent statistics as well as identify operational opportunities for improvement, spot trends, and recognize potential issues while offering solutions with a documented action plan

Universidad Autónoma de Nuevo Leon 2014-present

Facultad de Ingeniería Mecánica y Eléctrica

Ingenieria Mecatronica