Alicia Lee Email & Phone Number

Lehi, Utah

• Created a ticket system via Google Forms resulting in reducing WFM-request processing time from one week to less than 24 hours
• Changed shift schedule design from 1-hour segments to a half hour segments to improve productivity
• Visualize historical data for analyzing status of staffing level and forecasting future business needs
• Monitor unassigned number of requested services and reallocate employees onto higher demanded duties

Greater Salt Lake City Area

• Provide academic support assistance to students in Visual Analytics for Business (Excel VBA, Tableau Desktop, and Pivot Table)
• Created and distributed materials needed for class
• Evaluate and grade assignments

Sandy, Utah

• Received an award for providing visualized weekly reports and areas of improvement to the management
• Created and Shared a MS Excel template formula with the management to reduce errors

Midvale, UT

• Categorized 2,300 items into specific groups to maximize efficiency in the go-to market strategy
• Presented project results using Tableau and suggested specific items to be reviewed by managers

Greater Salt Lake City Area

• Provide academic support assistance to students in Business Statistics

Sandy, Utah

• Import over 1,000 employees’ information to the central database (Aspect eWFM) using Excel
• Accurately manage employee data and performing audits in multiple databases
• Ensure policy compliance by monitoring 500-2,000 employees’ activities and reporting outliers
• Reduce processing time by Identifying hidden features in software and initiating processes across staff
• Analyze employee performance data and compare with ADA regulations to identify policy violators
• Provide company policy resources to supervisors and managers to better manage their teams

Sandy, UT

• Increased team member performance by tracking attendance, call quality and average handle time using Avaya CMS, RTA and Aspect Empower
• Provided a manager summary of supervisors’ attendance report using MS Excel

Sandy, UT

• Answered questions about computer use such as Microsoft® Office, class registrations, and printing

Salt Lake City, Utah

• Diagnosed computer issues and providing solutions to client or routing to a proper department who can fix the client's issue.

Sandy, Utah

• Verify consumer information for purchasing products and services. Communicate clearly with customers. Accurately review and update their responses.

Sandy, Utah

• Led my team to consistently perform as the highest place of 15 teams in performance measures of high call quality, retention and attendance by building loyalty and resolving concerns respectfully

Sandy, Utah

• Interpreted live conversations and electronic communication between a customer and representative in English to Korean and Korean to English. Accurately conveyed questions and information.

Sandy, Utah

• Reliably exceeded performance metrics on call quality and demonstrated hard work ethic

• Monitored calls and rated CSRs’ performance. Recorded ratings for use by supervisors

Bachelor’S Degree, Business Administration, Management And Operations, Cumulative Gpa 3.32, Business Major Gpa 3.7

Associate’S Degree, General Studies

Achieved Certifications: CompTIA A+ (July 2012), Network+ (Sept 2012), MTA: Networking Fundamentals (Aug 2012), MTA: Windows Operating.