WFM Associate – Planning and Scheduling• Prepared work volume and staffing forecast reports• Managed continual analysis of current performance based on historical trends• Coordinated with Operations teams to attain needed staffing adjustments• Created weekly team composition and alignment• Generated staffing schedules and training schedules• Generated capacity planning Reports Analyst• Excel data entry• Downloaded raw data from Salesforce and made daily, weekly, monthly reports• Examined reports to locate and resolve errors• Assembled and analyzed data for business reports, ensured data and calculations were accurate• Trained, coached and mentored staff in best practices and overall performance standard Technical/Product Support Specialist – (Voice, Chat, Email)• Maintained a good image for the company• Provided superior service through phone, chat and email• Handled all calls, chats and emails through resolution in a timely manner• Consistently exceeded customer expectations for excellent service quality • Identified needs and solutions for improving customer experience• Diagnosed, repaired faults, and resolved network issues