With almost 7 years of experience working in the Business Process Outsourcing industry, I have honed skills in producing performance reports, providing insights to drive efficiency, and acting as an escalation point for real-time issues.
I am dedicated, willing to work extra hours, and have a track record of contributing to operational excellence. My typing speed is 49 wpm with 99 accuracy and I offer reliable and efficient translation services. Whether you need documents accurately transcribed or data meticulously transferred, I'm here to help you get the job done with excellence and timeliness. Let's work together to make your tasks easier and more efficient!
Key Skills:
* Proficiency in Microsoft Tools
*Strong analytical and detail-oriented mindset
*Experience in client product support
*Creative problem-solving skills
*Proactive decision-making based on current circumstances
*Experience working with internal and external stakeholders across different geographic regions
Employment History:
BUSINESS TOOLS ANALYST | Newfold Digital
September 2022 - Present
I generated daily, weekly, and monthly KPI reports accurately and on time, ensuring compliance with agents' phone logins and reviewing operations schedules. I maintained records of email and call data, including KPI reports, and ensured schedules were appropriately communicated to employees. Additionally, I coordinated with team leaders on attendance performance, adjusted schedules to account for staffing needs, and analyzed call volumes daily to meet service level targets. I fostered a trusting and communicative team environment and worked closely with colleagues, team leaders, support managers, and training staff. My expertise includes tool management, particularly with Genesys, PEGA, Tableau, and other relevant operational tools.
REAL-TIME ANALYST | Wipro Limited
January 2020 - August 2022
I coordinated headcount and attrition to monitor shrinkage and forecast resource needs. Working closely with operations, I monitored queue volumes and agent attendance to ensure optimal service levels. Additionally, I provided hourly productivity reports to monitor trends and troubleshoot any issues in the review tool affecting productivity.
CONTENT REVIEWER | Wipro Limited
October 2018 - December 2019
I reviewed posts and advertisements on various social media platforms, where my responsibilities included flagging and taking down content that violated policies and guidelines. Additionally, I ensured the proper securing of sensitive information and Personal Identifiable Information (PII) to prevent online scams, hacking, and illegal activity. During this time, I was recognized as a top performer for two consecutive quarters.
CUSTOMER SERVICE REPRESENTATIVE | Wipro Limited
May 2018 - September 2018
I was hired for an Airline Account, where my role included managing passenger flight reservations, changes, cancellations, and refunds, as well as collaborating with other support teams to ensure consistent, high-quality support. During this time, I achieved a good metric score and was recognized as a top performer. Additionally, I provided floor walk support before being redeployed to a pioneering account.
TECHNICAL SUPPORT REPRESENTATIVE | Sykes Inc
May 2017 - April 2018
I was hired for a Seasonal Account. In this role, I provided technical support to online students, professors, and school administration. My responsibilities included identifying and promptly resolving any abnormalities on the online portal to minimize impact. During this time, I achieved a good metric score and was recognized as a top performer.
