Operations & Workforce Management Professional
Resume:
Hello
Lorimar Benitez Castillo
Tampa, Fl 33615
********@**-********.***
Skills
Worked with cross functional teams also as a CSR, CSR2, Team Lead, RTA with knowledge in excel, powerpoint, docs, sheet and other areas. I have knowledge in what is needed to coach and make sure agents reach their desired goals and metrics needed to be successful. Know how to read intraday reports, ATF
(Workforce)
Experience
August 2019 - June 2020
24-7 Intouch, Clearwater - AIRBNB RTA
● Helped monitor service levels
● Staffing reports
● Adherence - Staffing planning
● Client interaction
March 2019 - August 2019
24-7 Intouch, Clearwater - AIRBNB CSR
● Answered level one agent calls
● Assisted guests and hosts with reservations
● Provided solutions for guests/hosts
● Assisted with nesting support
March 2019 - March 2019
24-7 Intouch, Clearwater - DW RTA
● Analyzing intraday reports/ agent forecast
● Schedule adherence
● Client Reporting
● VTO coding
● Super punch exceptions
January 2018 - January 2019
24-7 Intouch, Clearwater - AIRBNB CSR
● Answered level one agent calls
● Assisted guests and hosts with reservations
● Provided solutions for guests/hosts
2
January 2018 - January 2019
24-7 Intouch, Clearwater - CSR2/RTA
● Analyzing intraday reports/ agent forecast
● Schedule adherence
● Time management
● Supervisor calls
● OT/VTO coding
October 2017 - January 2018
24-7 Intouch, Clearwater - Intern Employee Experience Coordinator
● Redzone/Core item Audits
● Site wide events for morale booster
● Managing budgets for red zone teams
● Working alongside OPs
● Communicating w/ OPs teams on site
● Managing site monitors/Headcounts
● Communication w/ cross functional departments
March 2016 - October 2017
24-7 Intouch, Clearwater - CSR2/RTA
● Analyzing intraday reports/ agent forecast
● Schedule adherence
● Time management
● Supervisor calls
● OT/VTO coding
● Communicating w/ Workforce/Other RTA’s
January 2016 - March 2016
24-7 Intouch, Clearwater - Team Lead
● Coached to success and opportunities
● Making sure agents were held accountable
● Learned basics of being a Team Lead (TL University) February 2015 - January 2016
24-7 Intouch, Clearwater - Intern Team Lead
● Worked with ABAY as a Intern TL
● Made sure they were coached on stats/metrics
● Follow ups to make sure of progress made and what needed to change November 2014 - February 2015
24-7 Intouch, Clearwater - CSR2
● Supervisor calls
● Level two solutions for customers
3
● Assisted in de-escalating customers and making sure we reached a solution for the problem
October 2014 - November 2014
24-7 Intouch, Clearwater - Agent
● Answered level one agent calls
● Assisted customers with refunds replacements complaints and concerns
● Provided solutions for customers
July 2009 - July 2011
Universidad Interamericana, Puerto Rico - English Tutor
● Kept documents organized and arranged by category and skill levels
● Arranged tutoring sessions with students/1 on 1 tutoring sessions
● Assisted students in getting prepared for tests/learning a different language (Rosetta stone ect)
Education
June 2009 - on going
Universidad Interamericana, Puerto Rico - Criminal Justice/Criminal Investigation
My goal is to continue and finish my studies in Criminal Justice w/ a degree in criminal investigation and to find a job in the field where I can apply all my knowledge.
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