Junior Consultant, Projects

• Jun 2023 - Present

Analyst, Managed Services

• May 2022 - Present

Regional Workforce Analyst

• Oct 2016 - Jul 2021

- Balanced staffing numbers across multiple lines of business according to monthly and weekly client requirements, resulting in requirements being met and penalties being avoided- Processed necessary scheduling changes, as well as other assorted requests from external departments from a shared inbox of requests throughout the workday- Built rapport with internal departments through excellent communication and quick resolution of requests, leading to high interdepartmental trust and willingness to work together on issues- Coordinated teams during service outages, resulting in clear direction and swift resolution of said service interruption- Took responsibility for generating and distributing reports necessary for the company’s day-to-day operations and advance planning Show less

Lead Associate

• Jan 2015 - Oct 2016

- Guided CSAs(Customer Service Associate) through difficult tasks, ensuring smooth call flow and fast service for customers, driving down call times across the production floor- Collaborated with peers to mentor teams of up to 20 newly hired CSAs, cultivating their first experiences during on-job training and teaching the fundamentals of the position- Scheduled daily breaks and lunches for the Lead Associate team, guaranteeing full support coverage for CSAs

Customer Service Associate

• Mar 2014 - Jan 2015

- Provided outstanding service on inbound calls through active listening and empathizing with customers'concerns, followed by a clear explanation of the necessary steps to take to resolve said concerns,resulting in customers continued patronage- Consistently exceeded expectations with regards to the company’s KPIs, including keeping call length at an optimal level, and first-call resolution for customer requests. This KPI ranking peaked at #10 out of 400+ peers.- Achieved #10 ranking out of 400+ by consistently exceeding expectation of company’s KPIs, including call length and first call resolution for customer requests- Fostered a welcoming environment on every shift line, making sure the voices of all team members were heard in weekly meetings, raising morale across the production floor. Show less

2nd Shift Receiving Associate

• Jul 2012 - Jan 2014