Dedicated professional with over 8 years in contact center operations, workforce management, and project coordination. Expert in developing staffing models, streamlining processes, and delivering impactful insights to enhance operational efficiency and customer satisfaction.
Exceptional ability to resolve client issues, ensuring positive experiences and high satisfaction.
Proficient in developing staffing models, real-time queue management, and KPI monitoring.
Skilled in creating dashboards and analyzing operational data to optimize performance.
Experienced in managing vendor relations, schedules, invoicing, and project follow-up.
SCRAM SYSTEMS/LIFESAFER
Created Time off, Staff & Skill trackers to best understand & meet staffing requirements.. Compiled & analyzed data to drive strategic decision-making.. Streamlined workforce management processes to optimize staff productivity and enhance service delivery.. Recorded & compared trends to ensure accurate forecasting.. Call volume projection based on past trends & data compilation.. Monitored real-time & intraday activity as well as contact center operations to enhance decision-making and efficiency improvement.. Enabled supervisor/WFM meetings to provide feedback regarding agent & team performance, as well as metrics review such as adherence, shrink, AHT & possible improvement strategies.
SCRAM SYSTEMS/LIFESAFER
Detected areas of opportunity & implemented strategies for improvement on a team basis as well as on a one-to-one basis.. Provided individual coaching & career path counseling.. Enabled coaching sessions during downtime to ensure cost-efficient use of company time & resources.
SCRAM SYSTEMS/LIFESAFER
Assisted the contact center service agents with the transition from Google Workspace to Microsoft Office.. Migrated training materials, & learning documents to the new platform.. Created easy access, proper verbiage templates to facilitate documentation & note taking for all calls.. Assisted with the edition & distribution of the company's SOP & created training materials and assisted with the implementation of new software and tools.
High School Diploma
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Adept at designing and migrating training materials to new platforms for improved learning.
SCRAM SYSTEMS/LIFESAFER
Provided support to fellow teammates via chat & email regarding SOP navigation, processes, invoice & billing disputes, tracking negative feedback, call de-escalation, as well as other complex situations that required expertise.
SCRAM SYSTEMS/LIFESAFER
Provided support to an inbound caller experiencing difficulties with their installed breathalyzer.. Client needs ranged from invoicing, payment processing, providing first-call resolution, incident documentation, basic troubleshooting, updates on pending queries, & escalations.
SERVIZ INC.
Primary point of contact between homeowners & service providers.. Responsibilities included invoicing & payment processing, project follow up, appointment booking, research & information compilation, service offering, personal follow up, satisfaction surveys & follow up.
NTT DATA
Provided support to a high-profile hospital in New York City.. Responsibilities ranged from performing basic troubleshooting, password resets, outage detection and escalation, ticket triaging and rebooting assistance.. As a tenured service desk agent, responsibilities ranged from Citrix and Remote Desktop Connection (RDP support), incident management, advanced troubleshooting, outage detection and escalation, follow up, ticket triaging, delegation and ticket routing as well as System Downtime Broadcasting and external communication of active widespread outages.
TTEC
Provided support to inbound callers experiencing difficulties with their Online banking.. Client needs ranged from balance inquiries, overdraft fee inquiries and refunds, general account information, new product knowledge and escalations.
PARK NEWPORT APARTMENTS
Coordinated daily maintenance operations for a residential apartment community, ensuring timely completion of work orders and preventative maintenance tasks.. Scheduled, assigned, and tracked maintenance requests using property management systems, prioritizing urgent and emergency repairs.. Served as the primary point of contact between residents, maintenance technicians, vendors, and property management.. Conducted follow-ups with residents to confirm satisfaction and resolution of maintenance issues.. Managed vendor relationships, including obtaining quotes, scheduling services, and verifying work completion.. Maintained accurate records of work orders, inspections, warranties, invoices, and maintenance logs.. Assisted with unit turnovers, move-in/move-out inspections, and readiness of apartments for new residents.. Ensured compliance with safety regulations, local codes, and company maintenance standards.. Supported preventative maintenance programs to reduce long-term repair costs and improve property conditions.. Responded to after-hours maintenance emergencies as needed.
Self-Employed
Provide virtual assistant & administrative support to clients across property management & service-based industries.. Manage calendars, scheduling, email communications, & task coordination to ensure smooth daily operations.. Support property management functions including tenant communication, maintenance coordination, & service requests.. Assist with project management tasks such as tracking deliverables, coordinating vendors, & maintaining timelines.. Utilize CRM & project management tools to organize workflows, monitor progress, & improve efficiency.. Handle data entry, reporting, & documentation to support business operations & decision-making.. Deliver high-quality customer service by responding to inquiries & resolving issues promptly.
TTEC
Developed & optimized workforce tracking tools & dashboards using Excel, Google Sheets, & Power BI, ensuring accurate staffing, KPI tracking, & service level alignment.. Analyzed operational data & built forecasting models to drive data-driven decisions, improve scheduling accuracy, & optimize resource allocation.. Monitored real-time performance using WFM tools (e.g., NICE IEX, Genesys, Five9 & Community WFM), proactively addressing variances to maintain KPIs.. Streamlined reporting processes through automation & partnered with leadership to deliver insights & continuous improvement strategies.
SCRAMSYSTEMS
Developed & maintained time-off, staffing, & skill-tracking systems to accurately assess workforce capacity & meet operational requirements.. Collected, compiled, & analyzed performance & operational data to support strategic decision-making & improve workforce planning.. Streamlined workforce management processes, increasing staff productivity & enhancing overall service delivery.. Analyzed historical trends & performance metrics to ensure accurate forecasting & data-driven planning.. Generated call volume forecasts based on historical data & trend analysis to support scheduling & resource allocation.. Monitored real-time & intraday contact center operations, enabling timely adjustments to improve efficiency & service levels.. Facilitated regular meetings with supervisors & Workforce Management (WFM) teams to review agent performance & key metrics, including adherence, shrinkage, & average handle time (AHT).. Provided actionable insights & improvement strategies to optimize team performance & operational outcomes.
SERVIZ INC.
NTT DATA
TTEC –LATAM
Freelance Virtual Assistant
Managed operations, scheduling, tenant communication, and project tracking.. Improved workflows using CRM and reporting tools.
TTEC
Built dashboards and improved forecasting accuracy.. Monitored real-time KPIs and automated reporting.
SCRAM Systems
Developed staffing models and forecasts.. Delivered performance insights and optimized scheduling.
Serviz Inc.
Coordinated vendors, scheduling, invoicing, and customer follow-ups.
NTT Data
Provided L1/L2 technical support, incident management, and escalations.
