Raniel Lozares
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----------- Dear Hiring Manager,
My name is Raniel Lazares, I'm very interested to apply with your project wherein I can showcase my talent, skill and experience that I've learned from my previous job to make your project succeed. I have almost 4 years of BPO working experience with Customer service representative , Quality Analyst and Workforce Senior Real time Analyst roles.
First year of service is as a Customer service representative handling inbound, outbound and email tasks to respond with the customer’s needs inline with the process. Being consistent with my performance, I also received some awards. I got promoted to be part of the Quality Analyst team with the largest multi shipping company globally. My daily responsibilities are to do work audits of our tea-----------mbers, attend calibration meetings with the client and operations team and coaching sessions with the tea-----------mbers to minimize their call handling opportunities by using our recommendations from quality guidelines. With good partnership with our operations team we noticed a huge improvement with our customer satisfaction rate and the company gave a recommendation to be part of another challenging role which is with the workforce management team as a real time analyst handling financial project/account. My daily responsibilities there are to drive our daily metric goals and meet the client expectation by monitoring queues, submitting reports to our stakeholders for them to have a visibility of the running project’s performance and attending client meetings to ensure that opportunities are being addressed.
After 3 months the project ended, I received a recommendation to be part of the global workforce command and be part of a scheduling apprentice program supporting a car rental services project. My responsibilities are updating scheduling files, adjusting agent’s schedule if there’s an request from operation to adjust agent’s schedule and making sure that scheduling is efficient to insufficient staffing to answer the calls that we’re receiving per hour.
After 6 months of consistently providing good performance and some commendation with the leaders I received another opportunity as a Global Workforce Senior Lead real time analyst. My Responsibilities are handling Real time analyst supporting 5 different projects at the same time, Making sure that staffing per hour is within the budget by providing recommendations to the real time analyst on what to do the with their current observations, I also attend meetings with the directors and managers about the daily performance review and discuss the action plan and action taken about the opportunities daily and attending client meetings about the program’s financial billing with managers and finance department.
I’ll be more than happy to be part of your team and am willing to extend my hand in case there’s a department that needs my expertise.
Sincerely,
Raniel
