In my previous roles, I worked as a Workforce Real-Time Analyst and a Customer Service Representative at Alorica. As a Workforce Analyst, I monitored call volumes, adjusted schedules, and created daily, monthly, and yearly reports. I also helped improve staffing efficiency and kept track of roster changes and attrition.
Before that, I worked as a Customer Service Representative where I handled calls, assisted customers with technical and account concerns, and supported new hires with training and service policies.
My relevant skills include real-time monitoring, workforce analysis, report creation, data handling, and strong Excel knowledge. I am also organized, detail-oriented, and able to solve problems quickly. I am comfortable using tools such as Microsoft Excel, Word, PowerPoint, Salesforce, Avaya, and HubSpot CRM.
These experiences have prepared me for roles that require data accuracy, reporting, and operational support.
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