Tour Guide

• Aug 2017 - Present

VIP private tours manager

• Aug 2017 - Jan 2020

Director and designer of the private tour section of the company and quality manager of experiences.

Real Time Analyst for Paypal (Venmo)

• Jun 2020 - Dec 2021

As a Real Time Analyst for PayPal, I utilized my advanced proficiency in Excel and Nice IEX tool to ensure timely and accurate delivery of daily reports to the management team. My strong analytical and problem-solving skills, combined with my ability to make quick decisions and think outside the box, enabled me to effectively monitor incoming volumes in queues and report on agents’ daily attendance and schedule adherence in real-time. With a digital mindset and strong organizational skills, I managed accurate entry of information on client applications and comprehended and actioned work accordingly from emails. My knowledge of BPO Work Force Management activities such as Real Time Management, Scheduling, Roster Preparation, Shrinkage Management & Reporting allowed me to deliver consistent performance and optimal service levels Show less

Sales Specialist and Team Manager. Sprint and Comcast USA.

• Sep 2014 - Jan 2017

Got promoted to RESQ team of SPRINT USA where i created and followed up long escalations that had to be resolved in less than a month, i created a Business To Client relationships over the phone with each client throughout multiple calls to solve big account glitches with the objective of improving customer loyalty and satisfaction with the service. Certificated with 108 Hours in the Career Plan JUMP as a Supervisor of personal and in emotional intelligence where we learned to manage groups of over 10 members and to create action plans for constructive criticism to improve performance and metrics. Back Up Supervisor of a Team of 15members for Sprint USA. Floor support for 1 year giving me expertise in answering questions and managing people while multitasking between multiple accounts with sensitive information and ensuring that the work enviroment wouldn't become tense with the added pressure of tight deadlines. Show less

Software Developer

• Jan 2014 - Aug 2014

This work experience helped me to learn and adapt easily to any software in order to increase performance and optimize processes. This work experience helped me to learn and adapt easily to any software in order to increase performance and optimize processes.