Mariz

Demonstrated experience with Microsoft Office.

Demonstrated experience with Google Workspace.

Demonstrated experience with Aspect.

Demonstrated experience with Verint.

Demonstrated experience with WorkforceCX.

Create and optimize agent schedules based on forecasted workload, staffing requirements, and business needs.. Analyze staffing and capacity requirements to ensure adequate coverage and support service-level targets.. Manage schedule changes, time-off requests, shift adjustments, breaks, and overtime.. Collaborate with Operations and WFM teams to address staffing gaps and improve workforce utilization.

Monitor real-time staffing, service levels, queue volumes, and agent adherence throughout the day.. Identify staffing gaps, overstaffing, and operational risks, and recommend immediate corrective actions.. Coordinate with Team Leaders and Operations to manage intraday staffing adjustments and schedule exceptions.. Provide real-time updates, reports, and insights to support operational performance and maintain service-level targets.

Reduced cancellations through effective retention strategies. Promoted and upsold services based on customer needs. Maintained positive customer relationships while achieving retention KPIs

Assisted customers with sales inquiries, orders, and issue resolution. Provided product recommendations and upselling opportunities. Ensured timely and accurate order processing

Check system for the price change. Items with mark-down and mark-up prices.. Provided the copy of memo regarding the price change to the merchandiser. Check daily if the tag price has been updated for the product that included on the price change. Create new SKU on the system for new bundle promotion.. Annual inventory