Ereica Perez

Administrative Assistant

Mobile, AL 36609

adu1bg@r.postjobfree.com

+1-251-***-****

Authorized to work in the US for any employer

Work Experience

Workforce Management Analyst

BroadPath Healthcare Solutions - Remote

March 2022 to Present

• Manage Call Volume,Calls, Breaks and Lunches in IEX.

• Intraday Reporting

• Adherence Reporting

• Daily, Weekly and Monthly Internal Reports

• Daily Tag meetings to discuss SL, Adherence % and agent improvements.

• Assist operations with approving unplanned and off phone requests.

• Documenting absences( Full/Partial)

• Monitor agent chats and handle times

Workforce Management Analyst

Alorica Costco Ecomm

August 2015 to August 2022

• Manage call volume daily attendance and program break schedules

• Produce daily,biweekly and monthly internal reports

• Work closely with the operations team to analyze and help improve their delivery processes

• Generate ideas for process and service improvement planning produce daily, biweekly and monthly internal reports

• Assist with projects and other duties as requested or assigned

• Use trends and reports to forecast requirements

Wireless Sales Consultant

Market Source/Target Mobile - Mobile, AL

November 2014 to August 2015

• Created new contracts for new customers

• Upgraded contracts for existing customers

• In charge of daily operations and inventory

Shift Manager/Key Holder

McDonalds - Mobile, AL

January 2014 to November 2014

• Responsible for overseeing restaurant operations

• Delegating tasks to Employees

• Keeping track of inventory

• Ordering supplies necessary and coordinating product deliveries with suppliers

• Addressing customer complaints and says find their needs in a professional manner

• Balancing Castro at the end of each shift and recording sales numbers Customer Service Representative

West Asset Management - Mobile, AL

November 2010 to March 2014

• Managed customer accounts

• Resolved customer issues

• Worked in the inbound call center

• Responded to inquiries and issues

• Responsible for troubleshooting applications

Loan Officer

Fidelity Reserve - Mobile, AL

January 2009 to November 2010

• Point of contact for clients building customer and company relationships

• Generating more revenue for the client and the organization

• Negotiated contracts with new clients

• Researched different industries for business opportunities for existing clients Education

High school or equivalent

Baker High School - Mobile, AL

1988 to 1992

Skills

• Prior Authorization, Pharmacy Tech, CSR, Customer Service, Call Center, Customer Care, Outlook, Typing, Word, Pharmacy, Cash Handling, Data Entry, Microsoft Office, Microsoft Word, Time Management, MS Office, Microsoft Excel, Scheduling, Organizational Skills, Receptionist, Excel, Filing,

Organizational Skills, Receptionist

• Customer Service

• Call Center

• CSR

• Customer Care

• Customer Support

• Data Entry

• Management

• database

• Microsoft Office

• access

• Quickbooks

• Powerpoint

• Workforce Management (7 years)

• Loan Officer Experience

• ICD-9 (2 years)

• Process Improvement

• Forecasting

• Supervising experience

• Hotel experience

• Guest services

• Manual transmission

• Team Management

• Project Management

• Human Resources

• Medical receptionist

• Live chat

• Windows

• Operating systems

• Multi-line phone systems

• Laundry

• Technical support

• ICD-10 (2 years)

• Analytics

• Cash handling

• E-commerce

• Administrative Experience

• Leadership

• Microsoft Access

• Avaya

• Microsoft Excel

• Microsoft Word

• Microsoft Outlook

• Azure

• SharePoint (3 years)

• Oracle

• Calabrio

• Content management systems

• Verint

• Genesys (6 years)

• Analysis skills

• Call center management

• IEX (1 year)

• Medical terminology

• Communication skills

• English

Languages

• English - Expert

Certifications and Licenses

Driver's License

Assessments

Filing & Organization — Proficient

July 2020

Arranging and managing information or materials using a set of rules. Full results: Proficient

Customer Focus & Orientation — Highly Proficient

August 2020

Responding to customer situations with sensitivity Full results: Highly Proficient

Verbal Communication — Highly Proficient

December 2019

Speaking clearly, correctly, and concisely

Full results: Highly Proficient

Sales Skills — Proficient

January 2020

Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.

Full results: Proficient

Cashier skills — Proficient

May 2021

Counting cash, processing transactions, following written procedures, and attending to details Full results: Proficient

Data entry: Accuracy — Proficient

May 2021

Entering data quickly and accurately

Full results: Proficient

Work style: Reliability — Expert

June 2021

Tendency to be reliable, dependable, and act with integrity at work Full results: Expert

Work motivation — Proficient

May 2021

Level of motivation and discipline applied toward work Full results: Proficient

Warehouse associate — Highly Proficient

June 2021

Assesses the tendencies that are important for success in warehouse roles Full results: Highly Proficient

Customer service — Proficient

August 2021

Identifying and resolving common customer issues

Full results: Proficient

Work style: Conscientiousness — Expert

August 2021

Tendency to be well-organized, rule-abiding, and hard-working Full results: Expert

Medical receptionist skills — Proficient

August 2022

Managing physician schedules and maintaining accurate patient records Full results: Proficient

Front desk agent (hotel) — Proficient

September 2022

Selecting hotel rooms based on requests and identifying errors in hotel data Full results: Proficient

Attention to detail — Proficient

September 2022

Identifying differences in materials, following instructions, and detecting details among distracting information

Full results: Proficient

Customer service — Proficient

August 2022

Identifying and resolving common customer issues

Full results: Proficient

Customer focus & orientation — Proficient

September 2022

Responding to customer situations with sensitivity Full results: Proficient

Protecting patient privacy — Proficient

November 2022

Understanding privacy rules and regulations associated with patient records Full results: Proficient

Basic computer skills — Proficient

January 2023

Performing basic computer operations and troubleshooting common problems Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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