I have been working in a Call Center Industry as Customer Service Representative for three years providing inbound and outbound calls for customers across United States. I am handling pre-paid mobile phone for Tracfone, a telecommunication account where I activate, troubleshoot and register new customers account. In addition, I processed credit card transactions, upsell products, replacing defective mobile phones and process shipments. I was also a Real Time and Reports Analyst for eight years where I monitored the queue and call out for those agents on outliers. I handled system downtime report by calling the managers to get their total numbers of agents affected and consolidate before making a call to our client. Apart from responding email requests like resetting user's password, I also update the database file on weekly basis like adding newly hired agents and removing those on attrition using excel spreadsheets. I consolidated metrics and calculates required AHT, ACW and Hold Time using spreadsheets to identify agents who are unable to meet their required thresholds set by our clients. Lastly, I generated raw data from local websites and convert to excel file for consolidation of my daily reports.