Real Time Analyst

Zendesk experience includes using the platform to manage and monitor customer tickets, track issue statuses, review queues, and support operational troubleshooting. It involves checking ticket volumes, identifying backlogs or SLA risks, and coordinating with teams to ensure timely resolution of customer concerns.

Experienced in handling, organizing, and cleaning operational data using Google Sheets within a BPO real-time analytics environment. Skilled in processing large datasets for reporting, including scheduling data, SLA tracking, and performance metrics. Able to structure raw data into usable formats using formulas, basic transformations, and manual validation processes to support reporting and workforce monitoring needs. Familiar with maintaining data accuracy and consistency for daily operational reporting in tools like Google Sheets and Zendesk-linked workflows.

I have hands-on experience using Google Sheets for data reporting, cleaning, and operational tracking. I regularly work with exported data, build reports, and troubleshoot formulas such as ARRAYFORMULA, XLOOKUP, and IMPORTRANGE. I’ve also created simple dashboards and tools like Gantt charts to visualize schedules and improve workflow efficiency.

Experienced in using Google Sheets for operational reporting, data tracking, and workforce monitoring within a BPO environment. Skilled in building and maintaining dashboards, organizing large datasets, and using formulas to support SLA tracking, scheduling, and performance analysis. Hands-on experience in real-time operations as an RTA, working with Zendesk and Google Workspace to generate reports, monitor metrics, and support decision-making processes.

Experience in creating basic data visualizations using Google Sheets to support operational reporting and workforce monitoring in a BPO environment. Able to present key metrics such as SLAs, schedules, and performance data through charts, tables, and simple dashboards to help with real-time decision-making. Familiar with organizing data in a clear, readable format for reporting and analysis purposes using Google Workspace tools.

Workforce Management (WFM) experience includes real-time monitoring of queues and staffing levels, managing intraday performance, handling schedule adherence, performing reforecasting and adjustments based on volume trends, and coordinating with operations to ensure SLAs and service levels are consistently met.