Real Time Analyst

Alicia Gordon

*** ****** ***

Orlando Florida ***25

Phone: 407-***-****

*************@*****.***

Objective

Seeking a position with a growth oriented company, in which my talent and knowledge will significantly contribute to the company's future growth and profitability.

Abilities

Experience in interacting with customers to provide information in response to inquiries about products and services, and to handle and resolve complaints. Selling service packages and products. Real Time Work Analyst watching the call queues, running reports, creating work schedules for agents, scheduling team meetings, Paid Time Off, Volunteer Time Off, moving breaks and lunches. Advising management if calls are waiting, advising agent's calls are waiting. Adding a new agent in the CMS phone system.

Employment History

Alorica

12/2018 - Present Workforce Real time Analyst

Set up agent schedules, breaks, lunches, team meetings, coaching. Adjust schedules for late arrival, agents leaving early, fmla, and leave of absence. Add new agents in the Avaya phone system, and the system used for scheduling agents. Monitor real time phone usage, acw, break and lunches. Communicate via email and chat, run daily and monthly reports for agent phone times and stats.

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Concentrix

10/2020- 4/2022 Associate, Real Time Management

Responsible for managing and maintaining PC databases for Statistics in a call center environment. Creates and maintains standard client reporting to fulfill contractual reporting obligations and standard organizational reporting to aid operations management in making informed decisions. Essential Functions/Core generates standard reports from internal and client systems and distributes reports to relevant stakeholders. Maintain and enhance existing databases, reports, and graphs to meet the reporting customers’ needs. Add and enhance existing reports and graphs, making minor report modifications. Perform testing of new reports. Partner with business to communicate, coordinate the retrieval, processing and distribution of reports. Develop and maintain efficient performance reporting processes, databases and structure. Assist with agent schedules, breaks, lunches, team meetings, coaching. Adjust schedules for late arrival, agents leaving early, fmla, and leave of absence. 03/2018 - 12/2018 Customer Service/ Escalations Rep. Assist with agents via chat and on the floor with questions from the card holder, answer escalated calls, email call back requests for the dispute team, submit requests for velocity limit increases, travel exceptions, web issues, phone system issues. Answer inbound calls from existing card holders, verify the account information, update the address and phone number on file, send out replacement cards, review the transaction history with the card holder, submit requests for expedited cards. Add and remove card blocks to avoid potential fraud issues, pre authorization releases. I assist other representatives via chat, take over call escalations, send email requests for a customer call back on fraudulent issues, tickets for card issues that cannot be handled on the call. Assist with troubleshooting website issues sending the user id and password to the card holder. Summit Broadband

08/2017 – 02/2018

Tech Support

Take inbound calls and assist with troubleshooting of phone, internet and cable tv. Test circuits and schedule a service call if the reported issue cannot be resolved. Accept and apply payments, process requests for bill adjustments, set up new service, upgrade existing service.

Fusion Logistics

6/2016 – 08/2017

Independent contractor

Delivering small packages (under 60 lbs) to both residential and commercial locations from the distribution facility, driving company vans, verifying packages with route and load packages in the van. Check mileage, add gas as needed. Specialty Freight & Courier

11/2015 to 6/2016

Independent contractor delivering goods for a auto parts store A Fast Courier

11/2015 to 3/2016

Meal delivery service I drop off the pre ordered meals to the customer's home 2 nights a week

Doorstep Delivery

08/2014- 8/2016

Pick up pre ordered meals from the restaurant verify the order content, deliver the order to the customer's home, collect cash payments and confirm credit card information provided

Repair Specialist I

10/24/2011- 03/20/2015 WINDSTREAM

1/2011 – 10/24/2011- Elle Services Temp Service

Take inbound calls, assist customers with forward phone calls, create repair tickets when customers has repair related issues, check on eta of tech's scheduled to come out to customer's business to repair services, schedule dispatch for repair/vendor meet/tag and locate, assist with troubleshooting and isolating reported trouble with service.

Sales Representative

06/2010 - 01/2011 Proximity Marketing

Place outbound calls and sell ADT Alarm services, schedule installation the customer on the different products and services available. Timeshare Representative

09/2008 to 05/2010 Westgate Resorts

Meet with the family, give them a tour of the property; educate prospects about the value of becoming a timeshare owner. Arrange presentations, researching visitors’ likes and dislikes and presenting timeshare packages that budget and vacationing habits. Give tours of the hotel, resort or property grounds and point out amenities and other features that are likely to persuade the customer to purchase, handling phone inquiries from guests, updating vacation planner reports and forms and recording the contact information of guests who attend sales presentations, contact Referrals, (Seasonal Position) AT&T

12150 Research Parkway

Orlando,Fl 32826

Job Title: Transfer of Service Rep.

Job Description: Answer inbound calls, change the name from one account holder to another, update features, change the plan on the account, charge the customer the processing fee and give them a new contract. Dates of Employment: 11/12/2007 to July 12,2008

Manager's Name: Tameka Jean-Antoine

Manager's Phone:407-***-****

Embarq

850 Altamonte Springs Dr

Altamonte Springs Florida 32807

Job Title: Customer Solutions Rep.

Job Description: Take inbound calls from new/existing customers, set up new service and transfer existing service. Review and explain billing information, set up payment arrangements, quote rates, take payments, disconnect existing service, make name changes on accounts. Ship out phones,cell phones,modems, track existing orders, send out return labels for faulty equipment. Research old bills and make adjustments as needed for the customer. Setup new wireless service, add additional phones to existing accounts, transfer phone numbers from other providers. Mail out literature on all products, home phone, wireless, high speed internet, satellite entertainment.

Dates of :

02/01/2007 to 08/09/2007

Manager's Name: Erica Demarest

Manager's Phone:407-***-****

Adelphia Cable /Comcast Cable

8415 South Park Circle, Building 400 Suite 200 City Orlando,Florida 32818

Job Title: Sales Associate-Billing Rep.

Job Description: Answer all billing questions, investigate charges on bills such as PPV events and charges that the customer is disputing. Provide pricing information directions to local offices. Transfer service from one address to another, run credit checks for equipment. Schedule installation for new service, upgrades, transfer service from one address to the next, e tech. Troubleshoot equipment by sending hits to the boxes, trouble calls when problems cannot be fixed over the phone.

Dates of Employment: From 06/2004 To 01/2007

Wage: $10.35 per hr/Full-Time

Immediate Supervisor: Julie Roach

Supervisor Phone Number: 407-***-****

Dial America

6789 S. Semoran

Orlando Florida 32827

Job Title:Quality Assurance/Sales Rep.

Job Description:Listen to sales and make sure all terms and conditions are included. Set up new magazine subscriptions and tell customers about the different products the company offers.

Dates Employment:From 02/04/2002 To 05/31/2004

Wage: $8.00

Immediate Supervisor:Chris Ross

Sunrise Vacations

618 Fairbanks Blvd City

Orlando,Florida 32789

Job Title:Vacation Consultant

Job Description:Schedule vacations for the new/existing e theme park trips. Wage: $7.00

Immediate Supervisor:James Brinmier

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