ANA KATRINA AGUDELO

Work History

TaskUs

09.2022 - 01.2025

Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
Monitoring agents' productivity and attendance for improvement.
Spearheaded the development of new forecasting models, resulting in more accurate predictions of future job volumes and staffing needs.
Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
Maximized agent adherence to schedule by implementing real-time adjustments based on job volume fluctuations.
Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
Gathered, documented, and modeled data to assess business trends.

TaskUs

06.2020 - 09.2022

Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
Reduced response time for content review, ensuring a safer online environment for users.
Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
Elevated collaboration among moderator teams by actively participating in meetings, discussions, and information sharing sessions.
Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
Suggested improvements to content to enhance quality and accuracy.

iStaff Solutions

08.2018 - 12.2019

Covering straight news/hard news (Australian News) and transcribing/summarizing news stories for Australian media clients
Increasing client satisfaction and protecting the company account's reputation
Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
Collaborated with editors to refine drafts, ensuring consistent tone and style across various platforms.
Brainstormed ideas to create useful content for clients.
Followed company policies and editorial guidelines to craft thorough, well-written content.
Researched and wrote news stories, articles and reviews for online publications.
Completed accurate and polished formatting in line with publishing standards prior to submission.

Radio Veritas 846

04.2017 - 06.2017

Sought out stories by pursuing other news organizations information periodically and either assigned or wrote stories according to strict timelines.
Adhered to strict ethical guidelines while reporting sensitive topics, upholding the reputation of the publication as a credible news source.
Monitored breaking news for information on incidents, events, and topics of interest to quickly assign coverage to staff.
Streamlined workflow for the news team through effective communication and coordination with fellow writers and editors.
Managed multiple assignments simultaneously, meeting tight deadlines without compromising quality or accuracy.
Generated timely stories by monitoring current events and utilizing reliable sources for information gathering.
Enhanced news article quality by conducting thorough research and fact-checking before submission.
Covered live events accurately and efficiently, providing real-time updates for online platforms as they unfolded.
Participated in weekly editorial meetings, offering valuable input on potential story ideas and overall coverage strategy.
Edited and proofread articles to achieve peak accuracy and quality.
Researched and gathered information to develop accurate and credible stories.
Proved successful working within tight deadlines and a fast-paced environment.
Utilized social media to engage readers and promote content.