Workforce Coordinator | Operations Support

14 years of experience supporting customer service operations, workforce coordination, intraday workforce scheduling, service level management, escalations, and day-to-day operational support in a fast-paced banking environment. Experienced using NICE Workforce Management (WFM) and Alvaria to manage intraday schedule adjustments, attendance, leave, overtime, and staffing changes.

Over 14 years of experience providing professional phone support, customer service, and operational support in a fast-paced banking environment. Skilled in handling customer inquiries, resolving complex issues, communicating with professionalism, and delivering excellent service. Experienced working with customers and colleagues across North America, Australia, Europe, and Asia, with strong communication, problem-solving, and relationship-building skills.

Over 10 years of experience supporting workforce management in a high-volume banking environment. Experienced using NICE Workforce Management (WFM) and Alvaria to perform intraday schedule adjustments, plot leave and absences, adjust lunch and break schedules, schedule overtime, monitor attendance, and help maintain service levels (SLA). Worked closely with operations leaders to ensure accurate staffing coverage and smooth day-to-day operations.

Provided professional email support by responding to customer inquiries, resolving issues, and maintaining clear and professional communication. Experienced handling high volumes of customer and internal communications while ensuring timely and accurate responses. With over 14 years of experience in banking operations and additional remote virtual assistant experience, I have developed strong communication, problem-solving, and multitasking skills while supporting clients and stakeholders across North America, Australia, Europe, and Asia.