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Workforce Management Specialist with 5+ years in BPO and banking
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Competencies
Developed and monitored staff schedules, optimized staffing, and managed escalations to ensure operational efficiency.
Handled billing, sales, and customer queries across multiple accounts, ensuring high-quality support.
Provided bilingual support in English and Spanish, enhancing customer interactions and understanding.
Managed security procedures and customer service responsibilities at Aloft Hotels.
Managed bank accounts, prevented fraud, and guided customers through banking processes.
Education
Languages
Summary
Experienced in managing operations, optimizing staffing, and delivering bilingual customer service across BPO and banking sectors.
Key Achievements
- Developed optimized work schedules and adjusted staffing in real-time, improving operational efficiency
- Analyzed performance metrics and implemented action plans to enhance agent productivity
- Managed bank accounts and provided fraud prevention and customer guidance at Client Services Inc
Experience
Workforce Management
Real-time Attendance. (RTA), Schedule management: Develop optimized work schedules for employees, ensure adequate coverage in all operations, and minimize downtime. Adjust schedules in real time according to variations in the volume of work., Real-time monitoring: Constant monitoring of operational activity to identify deviations from the plan and adjust in staffing. Communication with team leaders to address problems and optimize efficiency., Management of escalations from customer service representative agents., Guide agents using systems and resources to accomplish their job as customer service representatives., Setting clear and measurable goals for the teams to implement strategies to exceed expectations and process goals check-ins to monitor completion and improvement., Analyzed metrics and developed action plans to improve agent’s performance., I develop the ability to lead, mentor, and coach agents with motivation to achieve and exceed performance targets., I develop the skills to monitor team metrics, provide feedback, and develop improvement plans to enhance overall performance., Ability to identify, analyze, and resolve customer issues based on resources following the company’s policies.
Management of Bank Accounts
Manage bank accounts and prevent fraud, give an accurate and quick response to any questions, guide customers with any process through the bank application.
Bilingual Customer Service
Billing and sales in accounts such as AT&T y Comcast
Internal Security Officer
Control of security papers, customer service and security keys.