I have experience in Customer Service, Admin Assistant, Workforce Analyst and Team Leader.
Some of the skills I developed include:
· Highly organized with strong attention to details
· Intraday, scheduling., Workforce Management.
· Proficient in MS Word, PowerPoint and Excel, Pivot, Visual Basic, Macro
· Strong computer, communication, interpersonal and analytical skills.
· Experience in Microsoft Excel Reporting and data analysis.
· Aspect WFM, Avaya CMS, IEX Totalview, RTA, Icare, Citrix navigation
· Experience in handling a team and coaching.
· Proactive communication skills, can work with minimal supervision.
· Has the ability to quickly learn new products, reporting technologies and tools.
· Punctual, accurate and driven by deadlines.
· Capable of setting a positive tone within the team and work environment
· Creativity and expertise in the tools to make recommendations to Operations but does not allow for input on measures or operational processes.
· Manually extract data from different client and internal tools and created data files as being used for presentation of agents/clients metrics.
· Provide floor management direction through face-to-face communications, phone, and messaging applications