PART TIME BUSINESS:
Amazon US Seller - FBA (Fulfillment by Amazon)
October 25, 2022 - Present
* Sourcing products for Amazon Online Arbitrage using manual searching, storefront stalking, Reverse Sourcing and Sourcing product using Keepa
* Product analysis using Using Keepa and Selleramp to find profitable products in the US market
* Conducting thorough market research to identify high-demand and profitable products
* Managing the end-to-end sourcing process, including product evaluation, supplier selection, and inventory -----------ing Google sheet to list profitable product leads in Amazon
* Managing my inventories in Amazon Seller Central Account
* Sourcing products with a minimum of 30% ROI
* Tools used: Keepa, SellerAmp and Nord VPN
WORK EXPERIENCES:
Resource Optimization Senior Associate – Google Cloud
Google Operation Center
August 3, 2020 - Present
*Make decisions about day-to-day operations, including management of work assignments, information between shifts, workload, equipment, staffing, and scheduling approaches.
* Works closely with Vendor to ensure staffing is met per interval and help improve their delivery processes.
* Intra-day management of service levels, site efficiency, and outage compliance within established parameters handling of P0/P1 System Issues affecting multiple sites.
* Track and report employee adherence to schedule, including off phone activity, using workforce software where applicable. like Salesforce, Verint, IEX and CMS
* Proactively fine-tuning, assessing, and redefining processes for operational efficiency and generating ideas for process and service improvement.
RTA Team Leader, Intern – Google Hardware & NEST Vendor
SYKES
November 15, 2019 - July 4, 2020
* Works closely with management to meet reporting needs.Collaborates with management to understand specific work situations and changes in process, policies, procedures, and regulations.
* Compiles and analyzes past and current data trends.
* Designs and develops systems for data collection, tracking, and reporting.
* Monitors and updates staffing requirements to meet client goals, considering attrition, new hires, and transitions.
* Addresses individual issues related to data generation, analysis, and interpretation.
* Coordinates employee schedule assignments with other tea-----------mbers for smooth transitions.
* Consolidates and provides feedback on absenteeism and scheduling adherence reports to management and supervisors.
Real Time Analyst – OMD, Google Hardware Vendor
SYKES
March 8, 2019 – November 14, 2019
* Gather/generate reports (Operations – Volume ,AHT, Call Driver) and ability to provide daily, weekly, monthly statistical reports to client/accounts.
* Monitor real time queue and schedule adherence monitoring and reporting that will impact SLAs.
* Accepts call ins for absences and sick leaves and updates necessary tools and officers involved then report or send alert to management to any spikes that would inadvertently affect staffing for the day.
* Report intra-day schedule changes to the Account Supervisor, Account Manager and Senior Account Manager.
* Create and maintain agent level schedule and attendance reporting; assigning shift schedules for all representatives.
* Collect and read raw data to prepare and generate standard presentations to be used for in depth analysis.Maintain collection and tracking of relevant data and appropriate records of contact and results on a daily basis.
Real Time Analyst – Workforce Management
Harte-Hanks Inc.
August 28, 2016 – March 8, 2019
* Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
* Build and maintain Daily/Weekly/Monthly Program
* Analyze report historical data and trends
* Monitor queue real-timeAssist during downtime
* Facilitate analysis of metrics; recommend action plans for process improvement.
* Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
* Monitor and manage call volume and manpower resourcesCheck employee schedule adherence and management and tracking off-line exceptions.
* Recognize and initiate an escalation of all system difficulties.
* Helps with the integration and implementation of new call center technologies.
