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Workforce Analyst with 4+ years in Customer Service and Logistics
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Competencies
Optimized staffing schedules and monitored real-time queues to maintain operational efficiency.
Responded to customer inquiries and resolved issues effectively to ensure satisfaction.
Assisted in remote warehouse operations and maintained delivery and inventory records.
Handled back-office IT tasks and provided system support to the team.
Education
Languages
Summary
Dedicated Workforce Management Specialist with experience in customer service, logistics, and IT support. Skilled in schedule optimization, queue monitoring, and operational assistance.
Key Achievements
- Managed workforce schedules and monitored real-time queues to ensure SLA compliance at Results CX Mexico.
- Supported remote warehouse operations and maintained accurate delivery and inventory records at Hispanic Teleservices.
- Handled back-office IT tasks and assisted systems management, demonstrating technical support capabilities.
Experience
Workforce Analyst
Managed schedules, including advanced notice and day-of requests, ensuring adherence to service level agreements., Monitored real-time queues, making skilling changes as needed to maintain efficiency.
Workforce Management Specialist
Assisted in remote warehouse operations and maintained delivery and inventory records.
Logistics Analyst
Handled IT back office tasks and supported the systems management team.
Customer Service Representative
Responded to customer inquiries and resolved issues efficiently, maintaining high levels of customer satisfaction.