Jarom L. Thurston's Linkedin Analytics

PROFESSIONAL EXPERTISE • Senior Operations Professional specializing in Contact Center Operations, BPO implementations, Start-Ups and all things Senior Management of Operations, WFM & Reporting Analytics. • Skilled in overseeing and supporting CS Operations Leadership, Finance teams, Analytics & Reporting, and Project Management. • Experienced in data analysis across all CS channels including Inbound/Outbound calls, live chats, email, CS ticketing, sales, payroll, etc. • Proficient in utilizing many software tools & systems such as Excel, Zendesk, Tableau, Looker, Asana, MS Office or Google Workspace, various HR/Payroll programs, and many WFM scheduling & forecasting solutions. • Mastery in people & payroll management and reporting, as well as workload forecasting, resource scheduling, and capacity planning for diverse contact center operations. TRACK RECORD • Demonstrated success in developing and implementing initiatives, emphasizing positive relationships, collaborative work groups, and superior customer experiences. • Strong analytical skills in creating valuable reports and dashboards for all levels of business management and hierarchy. COMMUNICATION & LANGUAGE SKILLS • Communication is always professional, friendly and reliable. I keep in touch with my people, period! • Bilingual in English and Portuguese. • Holds Permanent Residency status in Brazil and the U.S. WORK ETHIC 1. "Strive to Drive" Key Business Process Strategies: Focused on initiating and advancing essential business processes. 2. Pain Point Identification and Improvement: Skilled in identifying data-driven pain points and implementing solutions for improvement or creating entirely new processes. 3. Accuracy and Attention to Detail: Committed to verifying, double-checking, and re-checking the accuracy of work. 4. "Get Stuff Done" Mantra: Driven by a proactive approach to accomplishing tasks and goals efficiently and effectively.