9 years in Workforce Management (WFM) field. Experienced in Real -time management, schedulingand short and long-term planning.
Also been a trainer, thought basic WFM knowledge andinformation to newly hired analysts. I have background for both two-types of contact center contract- Service Level and Line Adherence. My mission as WFM is to drive profitability while exceeding clientexpectations through the use of effective staff planning. Currently, I am a Supervisor and my objectiveis to ensure best team’s performance.
I also help business owners by providing excellent administrative service through chat and email, data entry, back-office works.I'm a person who embraces creativity and new ideas. I'm a quick learner too. Just show me what needs to be done and rest assured that I will take care of it for you.l always want long-term relationships with my clients, and I value every project that is given to me because my goal is and will always be 100% customer and client satisfaction.
Tools and skills:-Avaya CMS• NICE IEX• Genesys Pulse• Genesys Administrator Extension• MS Excel• MS Power BI reporting tool• Call Control Dashboad – Welltok Dialer Tool• CXOne• Avella- Spreadsheet management- Data entry to Google sheets- Data conversion from PDF to Excel or Word Files- Data management- Web research- Fast typist-Canva Experience-Customer service and support (Chat and Email)
