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Customer Service & Operations Specialist with 5+ years in tech and call centers
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Competencies
Applied CAD techniques and digital image processing for dental design projects.
Utilized scheduling software to optimize staffing and improve employee satisfaction.
Supported call center performance through quality monitoring and process improvement initiatives.
Handled high-volume customer inquiries effectively, ensuring customer satisfaction.
Produced reports and analyzed data to inform operational decisions and improvements.
Education
Summary
Dedicated professional skilled in digital imaging, workforce management, and customer support, with a proven track record of enhancing operational efficiency.
Key Achievements
- Streamlined digital design workflow at Align Technology ensuring timely project delivery.
- Optimized workforce scheduling, reducing absenteeism, and improving service levels at Conduent.
- Enhanced call center performance at Xerox by implementing quality monitoring and targeted feedback.
Experience
Computer-aid design (CAD)
Worked with iTero designs., Magnifying tool to pinpoint accuracy on tooth movement., Comparing current an historical scan., 2D and 3D scans visualization with color mapping tooth movement., Cleaning digital images from any debris captured in image., Streamed project workflow, ensuring timely delivery of design project.
Globe Worker Scheduler, Real Analyst
Maintained accurate records of employee hours worked through diligent documentation practices., Optimized workforce scheduling by analyzing staffing needs and incorporating employee availability., Coordinated training schedules for new hires, ensuring proper integration into existing teams and work routines., Improved employee satisfaction through the implementation of a fair and balanced scheduling system., Set and adjusted schedules to maintain coverage and service levels., Managed overtime, shift swaps, breaks and paid time off as while as volunteer time off., Produced and updated documentation, reports, and tracking spreadsheets using IEX, CMS, and Excel., Improved service level performance by identifying trends in real-time data and making the necessary adjustments to work allocation., Reduced absenteeism rates through efficient management of time-off request and proactive communication with employes., Supported operations team by providing timely and accurate information on agent availability and schedule adherence.
CCQA Analyst
Enhanced call center performance by implementing quality monitoring process and providing feedback to agents., Improved customer satisfaction rating by analyzing call recordings and identifying areas of improvement., Played a critical role in reducing average handle time by recommending process improvements based on data analysis., Supported team member in exceeding set targets by sharing best practices and offering constructive feedback during one-on -one coaching sessions.
Customer service call center agent
Utilized excellent communication skills written and verbal forms to effectively address the customer inquiries and concerns., Enhanced customer satisfaction by efficiently handling high call volume and resolving issues promptly., Reduced average call handling time through active listening, empathy and effective problem-solving skills., Assisted in training new hires on company policies , system, and call handling procedures to ensure seamless integration into the team.