After performing as RTA for 2 years, I was promoted to the RTA Lead role, where I had to lead RTA teams across different sites and locations, playing a critical role in maintaining service levels while optimizing labor costs and operational efficiency. Some of the main tasks I have performed as RTA Lead are:　- Work with different teams, such as Planning, Forecasting and Scheduling to develop and implement the strategies and resources needed in short and long term to ensure seamless performance- Leveraged data analytics to enhance forecasting accuracy, optimizing resource allocation and reducing understaffing- Track and report on key metrics such as occupancy, adherence, and productivity. Identify trends and use data insights to improve workforce planning and operational efficiency- Regularly review processes and analytics tools to streamline workforce planning and improve overall efficiency- Improved adherence tracking methods, contributing to a 14% increase in order to meet Client’s target

After mastering the content in tier 1 and tier 2, I was promoted to Real Time Analyst, where I performed some of the following tasks:- Checking multiple queues and LOBs simultaneously analyzing trends/data and driving development of plans to take advantage of potential opportunities to ensure LOB’s metrics are on target.- Working along with several departments to identify any unusual trends or possible threats to service levels and raise them to the whole team. This also includes informing on any issues site-wide, as well as tools failure. Providing real time updates, risks, and impacts of these issues.- Taking preventive and corrective actions to minimize the impact of possible threats- Managing advisors schedule adherence, absenteeism and the proper coding of activities requested by Operations.- Managing planned leaves in order to keep shrinkage levels on target.- Continuously sending reports regarding account health and SLA status on all LOBs using Micrisoft Excel, Google Spreadsheets and Client internal tools (Tableau, IEX, SalesForce)- Provide/remove access to some client tools when onboarding/offboarding applies.- Keeping Operations informed about the availability (coverage, staffing, queue status) for needed activities.

I started working in Sutherland as a tier 1 advisor, providing support for technical and billing issues for customers through Email in English and Spanish. After mastering tier 1 content, I was promoted to tier 2, where I had to work on all cases escalated from tier 1 and provide support through Chat as well. Then I was promoted to Real Time Analyst in June 2019.

I worked in Sitel as technical support specialist through calls in English and Spanish, providing troubleshooting to customers who were having issues with their home appliances and setting up appointments with technicians when remote troubleshooting didn't work.