Michelle
Real Time Analyst, Customer Service Rep., Admin Assistance
Overview
Looking for part-time work (4 hours/day)
at $5.00/hour ($440.00/month)
Bachelors degree
Last Active
May 4th, 2024 (18 days ago)
Member Since
March 8th, 2024
Profile Description
REAL TIME ANALYST
• Monitor real-time adherence and effective management of the incoming phone volume.
• Provide feedback to leadership to ensure on-phone and off-phone activity is managed efficiently throughout the day.
• Monitor/track call outs, tardiness, and PTO. Entering real-time exceptions into workforce management tracking system (IEX) (absence, tardiness, trainings, meetings, overtime, etc.).
Provide daily, biweekly, and monthly intra-day performance and historical trends reporting to leadership.
• Perform run-rate calculations to compare forecast to intra-day volume to help identify real time volume trends.
• Work with contact center leadership on agreed SLAs and always ensure the best customer experience.
• Identify changes in call volume and reallocate resources when workload requires, recommend real-time schedule changes, and identify efficiency opportunities.
• Monitor real-time adherence to schedules and help alert and adjust for outages, staff shortages, and unplanned events.
• Other duties and tasks, as assigned.
CUSTOMER SERVICE REPRESENTATIVE/TECHNICAL SUPPORT REPRESENATATIVE
• Attracts potential customers by answering product and service questions; suggesting information about other products and services.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Top Skills
Professional Services » Management Services » Administrative Management
Experience: 2 - 5 years
Being a Finance and Admin Assistant I developed administrative skills like Accounting, Decision Making, Good interpersonal skills, teamwork skills, organizational skills, and Attention to detail.
Customer Support » Customer Service
Experience: 1 - 2 years
As customer service representative I developed skills such as Problem-solving skills. Customers do not always self-diagnose their issues correctly. Often, it’s up to the support rep to take the initiative to reproduce the trouble at hand before navigating a solution. Patience. Patience is crucial for customer service professionals. After all, customers who reach out to support are often confused and frustrated. Attentiveness. The ability to truly listen to customers is crucial to providing great service for a number of reasons.
Other Skills
Basic Information
- Age
- 40
- Gender
- Female
- Website
- Sign Up with Pro Account to View
- Address
- TAYTAY, rizal
- Tests Taken
- None
- Uploaded ID
- Sign Up with Pro Account to View
“It definitely helped transform my business and take a significant load off for me.”
Samori Coles
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