Managing schedules
DIANA ZAPATA
WFM Analyst
Lima
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities.
Overview
1
1
year of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Workforce Management Junior Analyst
Teleperformance
Lima
01.2023 - Current
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Conducted performance reviews and provided feedback to managers on employee performance.
Workforce Real Time Analyst
Teleperformance
Lima
02.2022 - 12.2022
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Produced and updated documents, reports and tracking spreadsheets using SQL, Avaya and Excel.
Representative
Teleperformance
Lima
10.2021 - 01.2022
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Education
Bachiller - Administration & International Business
Universidad Peruana De Ciencias Aplicadas
Lima 03.2016 - 06.2021
Skills
Resolving issues
Analyzing patterns
Staffing requirements
Data Collection & Research
Training and mentoring
Software
SQL
Microsoft Excel
CMS Avaya
NICE IEX
Timeline
Workforce Management Junior Analyst
Teleperformance
01.2023 - Current
Workforce Real Time Analyst
Teleperformance
02.2022 - 12.2022
Representative
Teleperformance
10.2021 - 01.2022
Bachiller - Administration & International Business
Universidad Peruana De Ciencias Aplicadas
03.2016 - 06.2021
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