Real-Time Management & Scheduling

I have been managing a customer-facing email support for 6 years, assessing the type of inquiries for each email and selecting appropriate responses. I forward emails to internal departments when needed and ensure timely responses to all relevant emails.

I have been in workforce management for 10+ years and my experience in administrative support revolves around reporting, scheduling employees, assigning training, and creating training events and calendars. I am capable of creating and maintaining process documents and well-versed in communicating through chat, email, and ticketing system to answer queries and assist with administrative requests.

I have been working in a contact center environment for 13+ years where English is imperative in any mode of communication. I have confidence in my communication skills in English and can converse comfortably but have stronger proficiency in written and formal writing.

I have been in Customer Support for 13 years consisting of 2.5 years in phone support and 10.5 years in back-office support including email management, real-time chat management, and internal ticketing system management.

I can create Excel reports based on data provided and what type of information is needed as a result. As a WFM professional, I have used Microsoft Excel for 10+ years now and have experienced creating basic VBA commands to make reporting easier.

As a daily user of Microsoft Excel for reporting and data analysis, I am quite confident in my data entry skills.