Customer Service Management

MARIA AYALA

Allentown, PA

484-***-****

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AT&T Work force Management Real Time Analyst I

Responsible for real-time monitoring of all queues and skill sets, adjusting call

allocations driven by real-time trends. Monitoring agents ensuring adherence to their

schedules, time-off requests, schedule changes, and daily exception management.

Tracking attrition, absenteeism, and unproductive hours utilizing IEX. Forecast and

analyze call volumes, Average Handle Time, shrinkage, written correspondence. Perform

long and short-term capacity planning. Develop and maintain resource utilization models

and attrition analysis by planning period using historical data Recommend normal and

special hours of operation necessary to handle call volumes and desired service levels

Problem solve and preparation of analysis in varying format) Analyze data and make

recommendations for improving operational efficiencies

01/12-01/12 Lehigh Valley Community Health Center

Quality Analyst

Performs QA document control function on medical records, including document login,

tracking, processing, insurance approval, distributing, and archiving. Inspected medical

records for billing accuracy before submitting to insurance companies. Magellan, Blue

Cross Blue Shield, Aetna, Amerihealth. Maintained a tracking reporting schedule

adhering to our timelines. Proficient in Excel, Word, Access and PowerPoint.

11/06-11/11 Telerx Marketing (Pfizer)

Quality Analyst

Worked closely between the program managers and the CSR to meet workforce

management requirements while strengthening the CSR. I analyzed 30 calls per day

while providing feedback, coaching and training as necessary, Report writing tools and

presentation software experience. Seek out continuous process efficiencies or

improvements. Demonstrated knowledge of standard inbound contact center and

production environment business practices.

SPECIAL SKILLS

Strong experience with Avaya and Kronos HRMS and Payroll processing responsibilities

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and system applications. Understanding of year end processing procedures and payroll

rules.

Good working knowledge of Microsoft Office.

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Strong Customer Service skills (both oral and written) Spanish Bilingual.

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Finance Operations experience.

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Good organizational, time management and communication skills..

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Ability to multi task, support day to day activities while managing customer inquiries.

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Including ability to multi-task several web form applications.

EDUCATION: Pennsylvania School of Business Class of 2013. Diploma in Office Operations,

Associates Degree in Personal Computer administration

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