3+ years of experience as a Workforce Planning Specialist for both chats and
inbound calls·
3+ years of experience as a Senior Quality Analyst for a US-based cruise line
4+ years of experience as a Customer Service Representative for US-based accounts
7+ years of experience in data analysis with advanced Excel skills (formulas,
tables, graphs, and pivot tables). Experienced in creating dashboards,
filtering, analyzing, and reporting out data using Microsoft Excel.
Experienced in setting up processes and reports with a continuous review and implementation of process improvement opportunities.
Regularly collaborated with senior leadership from various departments through email, chat, and meetings, ensuring smooth and efficient communication.
Drafted and edited reports, documents, and official communications for senior
management, maintaining a high level of professionalism and confidentiality.
Experienced in handling timekeeping and attendance monitoring, including vacation leave and sick leave monitoring for a large group of employees.
Experienced in using the following tools: Salesforce, Zoho, JDEdwards, Avaya, Verint,
Workday, Google Workspace, Microsoft 365, Slack
1 year experience in using SQL (creating and modifying tables/datasets)
