Alejandra Quinteros
RTA WFM Analyst
San Salvador
Summary
Focused on maintaining optimal coverage and service levels. Effective monitoring patterns and handling schedule requests. Creating and updating reports to give a better visibility to the operations team helping them to take bussines oriented decisions.
Overview
9
9
years of professional experience
1
1
Certification
1
1
Language
Work History
Workforce Real Time Analyst
Webhelp
09.2022 - Current
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements and align workforce management objectives with overall business goals.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
- Prepared and maintained reports, dashboards daily, monthly and annually.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to metrics and agent productivity.
- Produced and updated documents, reports, and tracking spreadsheets using Calabrio, LightHouse and Zendesk.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
Customer Service Representative
Webhelp
10.2021 - 08.2022
- Participated in team meetings and training sessions to stay informed about product updates and changes since the Risk Back Office LOB for CashApp was new.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of fraud issues.
- Delivered prompt response by email to prioritize customer needs.
WFM Analyst
SYKES
01.2021 - 09.2021
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Prepared and maintained reports, dashboards daily and monthly.
English Interpreter
SYKES
11.2019 - 12.2020
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another for and insurance company
- Live translation between customer and insurance representative for sales, payments, renewals, policy inquiries, recorded statements, total losses, setting appointments, settlement outcomes for car, home and life insurance.
Customer Service Representative
SYKES
03.2015 - 10.2019
- Clarified customer issues and determined root cause of problems to resolve their situation at the hotel.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of hotel products and services and creating welcoming, positive experiences.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Marketing - Economics
Universidad Centroamericana Jose Simeon Cañas
Antiguo Cuscatlan, El Salvador 05.2001 -
High School Diploma -
C.E.C. Fray Martin De Porres
Soyapango, El Salvador 05.2001 -
Skills
Managing schedules
Problem-Solving
Multitasking
Compliance Reporting
Microsoft Excel
Teamwork and Collaboration
Certification
[WFM LEAP], [SYKES, EL SALVADOR] - [2020]
Timeline
Workforce Real Time Analyst
Webhelp
09.2022 - Current
Customer Service Representative
Webhelp
10.2021 - 08.2022
WFM Analyst
SYKES
01.2021 - 09.2021
English Interpreter
SYKES
11.2019 - 12.2020
Customer Service Representative
SYKES
03.2015 - 10.2019
Marketing - Economics
Universidad Centroamericana Jose Simeon Cañas
05.2001 -
High School Diploma -
C.E.C. Fray Martin De Porres
05.2001 -