I provide end-to-end support for customer service operations and workforce management, helping businesses improve both customer experience and team performance. With 11+ years of experience in workforce analysis and real-time operations, plus customer service and technical support background, I can handle front-line support as well as behind-the-scenes workforce and admin tasks.
On the customer service side, I manage inquiries through phone, email, and chat, provide clear and professional responses, document cases accurately, and ensure customers receive timely updates and resolutions. I also have experience supporting credit card servicing and reservation concerns, and providing step-by-step technical troubleshooting when needed.
On the workforce analyst side, I specialize in real-time monitoring, queue management, schedule adherence, and SLA/service level support. I monitor agent/VA activity, identify gaps in staffing or performance, recommend real-time actions, and deliver daily and ad-hoc reports such as attendance, service level, AHT, and AUX usage to support operations and leadership decisions.
I also support businesses through Five9 administration (users, skills, campaigns, lead uploads), process documentation, and workflow improvements, including SOP creation, call process enhancements, and coordination with internal teams to keep operations smooth and organized.