Jellica Alexis Driz

 Experiences: January 2020 – Present: Sr. Real Time Analyst (CoBRA Team) Supporting multiple accounts in multiple Geo, with different KPIs July 2017 – January 2020: Real Time Analyst (Banking Vertical) Onsite RTA of a Financial Technology Account Responsible for monitoring and intraday reporting, agents skilling and other RTA tasks Created RTA related reports templates Worked with Resource Planner in creating schedule for Email/Chat LOB, which made a significant impact in cutting down overtime cost without compromising the 24/7 coverage Mentored co-RTAs and led real time execution with minimal supervision September 2019 – part of the WFM team who launched an acquired business with a known banking brand Supported multiple accounts onsite Worked with immediate supervisor in creating account specific WFM processes Worked with WFM client in terms of scheduling/staffing May 2017 – June 2017: Real Time Analyst Apprentice August 2014 – May 2017: Customer Care Associate Loss mitigation team (Collections – early stage) June 2013 – July 2014: Customer Service Representative Primary responsibilities : order processing, answering queries related to customers’ accounts and their online orders Trainings: WFM Related Trainings: IEX Related Trainings CRAFT (Capacity Review and Forecasting Tool) GROW (Grooming Resources for Opportunities in Workforce) Learning and Development/Leadership Trainings: Giving S.T.A.R Feedback Networking for Leaders Managing Upward Communications for Leaders Personal Responsibility Your Shift and Your Body Clock Time Management (previous company) Personal Information: Phone Number: - Work Email:- Personal Email:- LinkedIn: https://linkedin/jellicaalexisdriz Education: Degree in Information Technology Skills: Excel skills, reports creation, data analysis and presentation