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Floridablanca
Karen Moncada

Karen Moncada

Real Time Analyst

Administrativo

Floridablanca, Floridablanca

Social

Acerca de Karen Moncada:

Highly accountable professional, organized, positive and committed to work, with RTA (WFM) and Customer service background experience. Looking to build a fulfilling career in the BPO industry.

Experiencia

REAL TIME ANALYST

  • Maintaining an enterprise wide HR database of active employees and all of the relevant details; tracking all advisor skill, channel and team movements
  • Manage staffing needs based on advisor channel and skill
  • Being the point of contact for reallocating employee resources in times of high volume.
  • Monitoring on a real time basis the SLA from channels (Chats, emails and voice) skill dedicated and cross trained agents in case they were needed/ high call volumes.
  • Monitoring AHT, SLA and some others KPI’s
  • Built reports from scratch; send mid-day and EOD reports.
  • Adjust staffing and scheduling according to changing needs of the bussiness.
  • Monitor shcedules and escalate issues regarding attendance adherence.
  • Solicit extra hours or VTO were applicable.

 

CUSTOMER SERVICE REPRESENTATIVE

Customer service representative and technical support for wireless service. Cricket and AT&T

Educación

Civil engineering   Bachelor degree

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