Masters of Business Administration

Specialized in Operations Management, Concerned with planning, organizing, and supervising in the context of production, manufacturing, or providing services.

Bachelor of Arts and Education

Senior Workforce Management Specialist

- 8+ Years Long Experience with WFM/ACD systems such as CMS Reports/Dashboards, WFM Aspect, Avaya Verint WFM and Teleopti.
- Forecasting staffing needs, taking into account contact volume and headcount requirements.
- Analyze daily call volume and comparing that to scheduled personnel to ensure contact center is
staffed appropriately and efficiently.
- Monitoring Real Time Queue and adjust as needed to achieve service level while implementing solutions to maintain aspects like AHT, Occupancy and Customer Experience.
- Scheduling and tracking time off phones for miscellaneous activities such as meetings, training's and coaching.
- Administer and maintain vacation and other time off allowances for Call Center personnel.
- Created training materials for new employees to provide information about attendance guidelines.
- Worked with management to develop analytical strategies and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.

Python Developer

- Coordinating with development teams to determine application requirements.
- Writing scalable code using Python programming language.
- Testing and debugging applications.
- Developing back-end components.
- Integrating user-facing elements using server-side logic.

Customer Service Advisor - High Value Customers

- Communicating with customers through various channels.
- Solving Home Internet/Mobile services issues.
- Processing orders, forms, applications, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Managing a team of junior customer service representatives.
- Ensure customer satisfaction and provide professional customer support.

Technical Support Engineer

- Take ownership of customer issues reported and see problems through to resolution.
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Ensure proper recording and closure of all issues.
- Prepare accurate and timely reports.
- Document knowledge in the form of knowledge base tech notes and articles.
- Follow the SLA for issues with respect to the severity.