Workforce Real-Time Analyst

Verified

$3/hr

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Outline

Looking for Full-Time work (8 hours/day) at $3/hour

Bachelor's Degree

English proficiency Native

Professional Summary

A dedicated Real-Time Analyst and Customer Service Representative that can adapt to any situation and can learn any tools quickly.

Skills & Experience

Skills

Workforce Analyst / Customer Service Specialist 5-10 Years

Analysing & Reporting of KPIs 2-5 Years

call auditing, coaching, team player, customer service, facilitation 2-5 Years

Excel , Google Sheets , Social media management 2-5 Years

Experience highlights

Real-Time Analyst

FOUNDEVER · June/2022 – Present

• Monitored real-time performance for 700+ agents across multi-site operations, maintaining an 80% SLA target through consistent adherence tracking and timely escalation of coverage risks.
• Identified and flagged real-time data discrepancies, coordinating with operations and workforce leads to resolve issues before they impacted service delivery.
• Tracked staffing and call volume patterns to flag coverage risks and recommend interval adjustments, supporting schedule adherence.

Team Mentor

Found · November/2021 – Present

• Trained and onboarded approximately 20 new CSRs across multiple batches, conducting one-on-one and group coaching sessions focused on call handling, process compliance, and first call resolution.
• Maintained and updated training materials and process guides to reflect product and workflow changes, ensuring new hires operated to current standards.
• Delivered regular performance feedback to new hires, supporting improvements in communication quality and first call resolution across the team.

Customer Service Representative

FOUNDEVER · October/2020 – Present

• Handled 40-60 inbound calls daily on a high-volume Australian airline account, managing reservation changes, ticketing requests, and passenger inquiries with high accuracy.
• Maintained accurate records of customer interactions and processed account updates in line with compliance standards while consistently meeting SLA targets.
• Rapidly adapted to BPO systems and airline reservation workflows, reaching full productivity within the standard ramp period.

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