Domeniul de activitate
Relații clienți / Call centre
Despre mine
Multicultural Workforce Management Analyst with experience helping companies improve interactions of agents and customers as well as building trust between business and customer by using tools such as Salesforce, IEX, NICE, and CF1. I am always willing to learn more every day and consider teamwork, honesty, discipline, and empathy very important values to have among others.
Experiență (2 ani 3 luni)
Webhelp
Call Center (El Salvador)
Februarie 2022 -
Ianuarie 2023
(11 luni)
Workforce Management Analyst/RTA
Responsabilități:
Supervising that all processes are carried out in the indicated time for the achievement of goals and objectives of KPI's of the area in charge. Verify compliance with planning, scheduling, use and distribution of tools in real time, in order to achieve the optimization of resources depending on the service agreements stipulated in the different service channels.
Webhelp Onelink
Call Center (El Salvador)
Noiembrie 2021 -
Februarie 2022
(3 luni)
Workforce Management Analyst/RTA
Responsabilități:
Verify compliance with planning, scheduling, use and distribution of tools in real time, in order to achieve the optimization of resources depending on the service agreements stipulated in the different service channels.
Webhelp Onelink
Call Center (El Salvador)
Octombrie 2020 -
Noiembrie 2021
(1 an 1 lună)
Advocate Success Team
Responsabilități:
Assist agents in the resolution of customer cases effectively, with the aim of ensuring the promotion of good practices, understanding and empowerment of the Knowledge tool, under the "coaching/guidance" methodology.
Studii (Medii)
California Coast University
Profil: Business Administration
Țara: United States
Blinn College
Facultatea, specialitatea: Associate of Science
Țara: United States
Limbi străine
Engleza — Expert
Spaniola — Expert
Abilități cheie
Ability to learn quickly
Attention to detail and aesthetic sense
Clear and efficient communication
Empathy
Enthusiasm
Excel
General business knowledge
Motivation
Powerpoint
Teamwork
Hobby-uri
Learning about history
Playing the guitar
Playing games
Recomandări
Webhelp
Fernanda Gabriela Castro Aviles (Workforce Management Coordinator)
