Demonstrated experience with Planning.
Demonstrated experience with Teamwork.
Demonstrated experience with Adaptability.
Demonstrated experience with Fast Learning.
Amazon
Direct supervisory responsibility of a team, Provide individual coaching feedback sessions, and weekly one-on-ones that focus on improving customer satisfaction., Manage and drive staffing plans, schedules, quality initiatives, process change initiatives, projects as required., People management appraisal, training and mentoring talent to grow within organization & control attrition., Monitoring real time service levels and schedule adherence and holding the team accountable for meeting and exceeding performance targets., Work with software teams to articulate and prioritize feature needs for investigation tool sets., Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
Genpact, GreenSky
Identify and address issues as they arise in real-time within workforce operations, ensuring continuous and efficient service delivery., Closely monitor real-time metrics, including agent availability, call volume, and service levels, to detect discrepancies or inefficiencies and take corrective action as needed., Manage and prioritize multiple tasks and competing demands under tight deadlines to ensure optimal workforce performance and adherence to service level agreements (SLAs)., Utilize Workforce Management (WFM) tools and software to monitor, analyze, and adjust workforce schedules, ensuring alignment with operational needs., Communicate clearly and promptly with team leaders, managers, and agents regarding real-time issues, facilitating swift actions and minimizing operational disruptions., Make quick, data-driven decisions to adjust staffing levels, reassign tasks, or implement contingency plans in response to unexpected challenges, ensuring SLAs are met., Adjust workforce plans and schedules quickly in response to changing demand, unforeseen challenges, or staffing shortages, maintaining operational continuity., Leverage real-time performance data to make informed decisions that optimize workforce performance, ensuring alignment with business objectives., Work closely with cross-functional teams, such as operations, training, and IT, to ensure workforce activities are aligned with the company's operational goals and to address any emerging issues promptly.
Bachelor's Degree
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Demonstrated experience with Data Analysis.
Sykes, AT&T (Foundever)
Provide excellent customer service by addressing inquiries, resolving issues, and answering questions., Develop and maintain a deep understanding of the company's products or services to effectively educate customers and make informed sales recommendations., Provide technical assistance to customers, troubleshoot issues, and guide them through problem-solving steps when necessary., Assist with hardware and software installation, configuration, and setup, including driver installation and compatibility check.
Foundever, Verizon
Provide excellent customer service by addressing inquiries, resolving issues, and answering questions., Took ownership of challenging problems, leveraging knowledge to deliver effective solutions., Assisted customers in troubleshooting technical glitches and providing timely resolutions., Delivered advanced support for intricate and sensitive issues, ensuring customer satisfaction and issue resolution.
