PROFESSIONAL SUMMARY
3 years of experience as an administrator for an IT company
3 years of experience as Fulfillment Expert in Shopify
10 years of experience in Workforce Management (11 years total in the call center industry)
- Worked as a Senior Workforce Manager for a established account
- Served as a primary contact of clients for data analysis and WFM- Initiated and established internal process decisions
- Oversaw Managerial tasks such as task distribution, internal team scheduling and reporting reviews
- Lead role on creating accrual reports and forecasting revenue
- Expertise in Microsoft and Google Suite.
- Proficiency in data gathering and analysis, both real-time and historical
- Extensive familiarity with eWFM Aspect, Avaya CMS, CUIC, Amazon Web Services and Teleopti
- Adept in Zoho Suite, Keeper, Acronis Cyber Cloud
- Attended and completed MS 900, 3CX certification and LSS Belts (White, Yellow and Greenbelt).
- Excellent communication skills, both oral and written
