I started working as a customer service representative under the health insurance account, handling inbound calls. After 6 months as a customer representative, I got promoted to Real Time Analyst under Workforce Management. I'm responsible for real-time monitoring of approximately 100 agent statuses or agent auxes in real-time. Responding to emails and requests from operations and clients in real time. I evaluate adherence and take immediate action to improve performance on a daily, weekly, and monthly basis to maintain account revenue. I also ensure the accuracy of the account reports and data, specifically service level dashboards, agent dashboards, month-to-date attendance performance, and other reports or templates that are needed and requested by the operations using Microsoft applications, particularly Microsoft Excel. Managing the shift and break schedules of all agents and doing forecasting of call volume distribution per interval using trend performance of the account. I also a have 3 years of experience as a restaurant shift manager and Branch marketing specialist. I'm responsible for overseeing restaurant tea-----------mber in operation, delegating task, coordinating employee responsibilities to improve efficiency and customer service. Resolving problems that occur on occur on their shift. My duties include stocking inventory, balancing the cash funds, scheduling, payroll and planning the marketing strategies to hit the short and long-term sales target.
