Email/Chat Support with Data Analytics

Verified

$6/hr

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Outline

Looking for Full-Time work (8 hours/day) at $6/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Dynamic professional with a proven track record in BPO industry, excelling in data analysis and operational improvement.

Skills & Experience

Skills

Data Report Analytics 6 Months to 1 Year

Customer Service Representative Phone/Email Tier 1 5-10 Years

Workforce management analyst>capacity planning>scheduling 2-5 Years

Sales Representative > Customer Support > Chat Support>Email Support 2-5 Years

Experience highlights

Email and Chat Support (Expert)

Simplflex · March/2021 – Present

• Resolved customer complaints regarding food orders with efficiency and empathy.
• Delivered immediate solutions by issuing refunds or arranging partial/full redeliveries to restore customer
satisfaction.
• Documented negative experiences and escalated them to the appropriate team for review and process
improvement.

Reports and Data Analyst

Personiv · October/2019 – Present

• Produced accurate and up to date monthly client reports using advanced Excel spreadsheet functions.
• Provided weekly and monthly updates on operational metrics to identify opportunities for improvement.
• Facilitated coaching sessions to address performance gaps and continuous improvement.
• Monitored daily attendance and delivered end-of-day attendance for management review.
• Utilized data visualization tools to effectively communicate business insights.

Workforce Planner

Majorel · August/2019 – Present

• Created and managed capacity plans to align staffing levels with forecasted volumes, ensuring service level
agreements are fulfilled.
• Tracked and adjusted schedule changes, including plotting overtime hours, to maintain operational efficiency
and workforce balance.
• Developed contingency plans for potential disruptions is staffing due to unexpected events such as natural
disasters and public health crises.

Workforce Management Analyst

Arvato Bertelsmann/Infosys BPM Limited · November/2017 – Present

• Developed and maintained weekly and monthly schedules for agents to ensure optimal staffing coverage.
• Generated adherence reports to monitor compliance with break policies and ensure agents remain within
allowed break hours.
• Provided monthly performance feedback to each team, focusing on attendance and adherence metrics.
• Tracked and adjusted schedule changes, including plotting overtime hours, to maintain operational efficiency
and workforce balance.

Pricing Analyst

Arvato Bertelsmann · April/2015 – Present

• Developed and published monthly Microsoft product pricing updates using SAP, ensuring accuracy, consistency,
and timely distribution across stakeholders.
• Decommissioned obsolete and retired Microsoft products from active pricelist to ensure accuracy, relevance,
and alignment with current offerings.
• Collaborated with stakeholders to ensure accurate and up-to-date pricing was effectively communicated to
distributors.

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