Oscar Coto Email & Phone Number | With over 9 years of experience in program management, workforce management, and reporting analysis, I have developed expertise in identifying and implementing process improvements to increase operational efficiency and enhance customer experience. Currently, I serve as Manager Programs & Tools CSA Customer Service at DHL Express, where I lead cross-functional projects for Central and South America and coordinate the development and induction of training programs for key positions in Customer Service. In my previous roles as Workforce Management Analyst at DHL Express and Senior Reporting Analyst at DXC Technology and Hewlett Packard Enterprise, I have developed capacity plans, calculated FTE requirements, and managed scorecard performance for various accounts, demonstrating my proficiency in forecasting and strategic planning. I have also leveraged my skills in building dashboards and generating reports using Sales force platform and macros writing to provide insights and recommendations to clients. My experience in quality management, customer journey, root cause analysis, and integration of new digital channels to the customer experience makes me a valuable asset to any organization seeking to improve its operations and service delivery.

Oscar Coto

With over 9 years of experience in program management, workforce management, and reporting analysis,...
Costa Rica

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Oscar Coto’s Location Costa Rica

Oscar Coto’s Current Industry Dhl Express

Oscar Coto’s Prior Industry Dxc Technology | Hewlett Packard Enterprise | Convergys

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Manager Programs & tools CSA Customer Service

2022-03-01 00:00:00 - Present

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Oscar Coto is a With over 9 years of experience in program management, workforce management, and reporting analysis, I have developed expertise in identifying and implementing process improvements to increase operational efficiency and enhance customer experience. Currently, I serve as Manager Programs & Tools CSA Customer Service at DHL Express, where I lead cross-functional projects for Central and South America and coordinate the development and induction of training programs for key positions in Customer Service. In my previous roles as Workforce Management Analyst at DHL Express and Senior Reporting Analyst at DXC Technology and Hewlett Packard Enterprise, I have developed capacity plans, calculated FTE requirements, and managed scorecard performance for various accounts, demonstrating my proficiency in forecasting and strategic planning. I have also leveraged my skills in building dashboards and generating reports using Sales force platform and macros writing to provide insights and recommendations to clients. My experience in quality management, customer journey, root cause analysis, and integration of new digital channels to the customer experience makes me a valuable asset to any organization seeking to improve its operations and service delivery.