Esmeralda - Workforce Management Specialist with operational efficiency expertise

San Salvador, San Salvador Department, El Salvadoren

Managed event codification in IEX and ASPECT systems for lateness, absences, overtime, and schedule events.

Provided staffing recommendations to optimize service quality and cost efficiency.

Published on CazVid

Summary

Dedicated workforce management specialist with proven ability to optimize operational efficiency, improve customer satisfaction, and analyze key performance metrics. Experienced in systems administration and team collaboration.

Key Achievements

Enhanced customer satisfaction by addressing concerns effectively and resolving complaints at Good RX.

Skills

Workforce Planning & SchedulingAvanzado

Developed staffing schedules and plans to meet operational needs at Teleperformance.

Customer ServiceExperto

Resolved customer complaints with empathy and provided accurate information to enhance satisfaction.

Operational Reporting & AnalysisIntermedio

Generated and analyzed key performance reports, including absenteeism, lateness, and AHT to identify trends.

Microsoft Office SuiteAvanzado

Utilized Microsoft Office tools for reporting, documentation, and communication tasks.

Team Work

Experience

WORK FORCE MANAGEMENT

TELEPERFORMANCE

December 2021 - March 2024

Workforce Planning &amp; Scheduling, Operational Reporting &amp; Analysis, Generate and analyze key performance reports, including absenteeism, lateness, and Average Handle Time (AHT), to identify trends and recommend corrective actions., Event Coding &amp; System Administration,...