Сфера деятельности
Relații clienți / Call centre
Обо мне
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.
Oпыт (2 года 3 месяца )
Webhelp
Call Center (El Salvador)
Февраль 2022 -
Январь 2023
(11 месяцев)
Workforce Management Analyst/RTA
Обязанности:
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)
Ноябрь 2021 -
Февраль 2022
(3 месяца )
Workforce Management Analyst/RTA
Обязанности:
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)
Октябрь 2020 -
Ноябрь 2021
(1 год 1 месяц )
Advocate Success Team
Обязанности:
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.
Образование (Среднее)
09.2021 - Настоящее время
California Coast University
Профиль: Business Administration
Страна: United States
Blinn College
Факультет, специальность: Associate of Science
Страна: United States
Знание языков
Английский — Эксперт
Испанский — Эксперт
Ключевые навыки
Ability to learn quickly
Attention to detail and aesthetic sense
Clear and efficient communication
Empathy
Enthusiasm
Excel
General business knowledge
Motivation
Powerpoint
Teamwork
Хобби
Learning about history
Playing the guitar
Playing games
Рекомендации
Webhelp
Fernanda Gabriela Castro Aviles (Workforce Management Coordinator)
