Outline
Looking for Full-Time work (8 hours/day) at $6/hour
High School Diploma
English proficiency Conversational
Professional Summary
Skills & Experience
Skills
Experience highlights
(SL), and abandonment rates for a >1000-FTE
program using Amazon Connect, CMS and Five9.
• Adjusting and real-time plotting of schedules and inshift activities through Aspect and Nice IEX.
• Executed real-time skilling adjustments through and
managed interval compliance, consistently maintaining
an 85% Service Level against an 80% target.
• Mitigated real-time shrinkage by processing daily
schedule exceptions.
• Resolved billing, account, and technical concerns while maintaining a professional and empathetic approach.
• Consistently met performance metrics including customer satisfaction, response
time, and quality scores.
• Assisted customers with product inquiries, troubleshooting, and service
navigation.
• Collaborated with internal teams to ensure timely issue resolution and customer follow-ups.
and account management.
• Assisted customers with service upgrades and recommendations, contributing to
sales targets.
• Educated customers on products and services, improving overall customer
understanding and retention.
• Managed difficult interactions by applying de-escalation techniques and problem solving skills.
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