Experience

SiBS
• Portugal
• Financial Services
• 700 & Above Employee
• WFM - Real Time Analyst

  • Jan 2022 - Present


Flatworld Solutions

• India
• Outsourcing/Offshoring
• 700 & Above Employee

• WFM - Real Time Analyst

  • Mar 2020 - Oct 2021

  •Responsible for monitoring and adherence management to promulgate schedules in real time to maximize productivity.•Tasks involved real time monitoring and analyzing real time transaction volume and intraday performance.•Prepare intraday reports to assist operations to drive and manage agent daily productivity and performance.•Manage time off request and shift schedule swaps to improve staffing to align it to current arrival patterns to meet service level.•Responsible for communicating to operations manager regarding contact center daily performance.Complete other tasks assigned by the immediate manager.•Proficient in Microsoft Office applications, especially in Excel. Show less

• Release Customs Analyst/Data Entry Analyst

  • Jun 2017 - Mar 2020

  • Ensures accurate and timely process of shipments.• Creates customs entries through proper selection of client and client records, interpretation of documentation for all clients’ shipments, in a one-step process.• Ensures correct value for duty is reported based on invoice details and terms of sale.• In a professional manner, contacts client/ carrier for missing documentation, information or instructions necessary to release a shipment.• Verifies documentation for release conditions and compliance.• Ensures that all SOP’s and Business Rules are adhered to following special client instructions, Notes and Alerts. Identifies those that have become outdated or ineffective, making recommendations for change.• Researches and response to straight-forward requests for information in a profession manner.• Prioritizes and completes work according to client demands, Customs requirements and standards.• Meet or exceeds productivity and quality standards expected. Show less