Virtual Assistant / Real Time Analyst

Been in BPO for the last 5 years and proficient with regards to customer service

• Real Time assist in terms of queue management and offline request. • Real Time flagging and call outs • Sending hourly and End of Day reports to the client or operations regarding service level • First responders in terms of tools outages (Client tool or Company tool) and cooperating with the Command Center • Providing proper sanctions and IR’s • Calibrating and calculating the staffs need per interval • Managing Daily Time reports such as Attendance, Out of Adherence, Unstaff and Missing in Action reports

• Handling outbound and inbound calls • Provides help to customers' complaints • Setting customers an appointment to the Expert • Directing and Transferring calls • Recording Information if needed • Attract potential costumer by answering product and service question • Suggesting information about other product and services question • Receiving phone calls about customers' complaints

In my previous role as a Data Analyst at Concentrix, I honed my skills in analyzing real-time data to drive decision-making processes. I developed and implemented strategies to monitor key performance indicators, identify trends, and make timely adjustments to ensure optimal performance. My experience in utilizing advanced analytical tools and techniques, such as Microsoft Suite, Excel, and Tableau, has equipped me with the necessary expertise to excel in a fast-paced, real-time environment. Furthermore, I thrive in collaborative environments and possess strong communication skills, allowing me to effectively liaise with cross-functional teams to identify opportunities for process improvement and drive continuous optimization. I am adaptable, resourceful, and proactive, qualities that I believe are essential for success in a Real-Time Analyst role.

• Evaluating agents based on call handling skills and soft skills such as empathy, assurance and on how accurate the resolution provided. • Providing insights on those lapses captured and provide an appropriate coaching opportunity on what or how to fix it. • Setting up calibration meeting for leaders and clients. • Provides appropriate escalation for sighted red flag and Zero tolerance behaviors • Responsible in communicating with leaders