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Delia
Workforce Analyst & WFM with 8+ years in contact center operations
Video resume
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Competencias
Utilized analytical tools to monitor and interpret live data streams, supporting operational decisions in contact centers.
Created schedules, analyzed volume patterns, and optimized agent deployment to meet service targets and resource constraints.
Developed and automated reports using Excel, Power BI, and other tools to track KPIs and operational metrics.
Handled diverse customer inquiries across multiple channels, providing technical assistance and product information.
Forecasted workload, managed shift schedules, and balanced staffing needs to improve service levels and reduce costs.
Educacion
Idiomas
Resumen
Dedicated analyst with over 8 years of experience in real-time data analysis, workforce planning, and operational reporting within the contact center industry. Proven track record of improving resource utilization, developing automation solutions, and supporting large-scale call center processes....
Logros Clave
- Pioneered the Shrinkage department at Telus International, managing non-productive agent hours and optimizing resource utilization.
- Developed real-time monitoring systems for queues and agent adherence, improving operational responsiveness.
- Designed and automated reports for call center metrics, enhancing decision-making capabilities and operational oversight.
Experiencia
Workforce Analyst & Reporting
Responsible for real time data analysis and report generation., Monitoring compliance with planning, schedule programming, and real time use and distribution of tools to achieve resource optimization based on service agreements stipulated in different service channels., Review call flow in each...
WFM, Planning & Analysis - General Analyst III | Scheduler Analyst
Responsible for providing Agents with a working schedule for the business week, incorporating all client requirements (retraining, coaching and feedback) as well as forecasting and scheduling assumptions., Analyze volume arrival and other pertinent patterns by gathering data from WFM tools.,...
Shrinkage Governance Prime
Pioneer of the Shrinkage department., In charge of analyzing, approving, and coordinating the TI billable and non billable shrinkage hours that come though internal requests such as training, non training requests, huddles, surveys, focus groups and meetings, in other words manage the non...
WFM Analyst II, Real Time Management
Responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends., I was in charge of the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the...
Customer Service Representative
Answered incoming calls, chats and emails., Listened and identified the root of the cases, interacted with the consumer on the phone, online networks and/or email, and solved the problem accordingly., Kept an accurate and meaningful logbook of each call in the account system; according to...
X Fashion Cloth Seller
Helped customers and offered the best option in regards to the products being sold., Performed clerical duties including typing, filing, and completion of simple forms., Operated office machines including copiers, scanners, phone and voicemail systems, personal computers, and other standard office...
Medical Supply Seller
Explained to the customers how a certain product works when necessary, as well as explained the current deals and discounts., Responsible for performing administrative tasks to support daily business operations., My duties included responding to phone calls or emails, maintaining an organized...