Angela Quito

• Analyze and manage call volume in real time to ensure service levels are met on a daily, weekly, and monthly basis.
• Analyze call volume patterns in real time to optimize work shifts, breaks and lunches.
• Collaborate with Supervisors and Managers to identify planned and unplanned absences, as well as attendance and behavioral issues.
• Identify call volume trends and averages on a monthly and quarterly/seasonal basis.
• Create daily/weekly/monthly reports and undertake intraday reporting.
• Working with numbers, data analysis and reporting.
• Worked under Health and Insurance accounts/clients.

Worked under AT&T and Frontier

• Managed overtime, shift swaps, breaks and PTO requests.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Produced and updated documents, reports, and tracking spreadsheets using Verint, IEX and Microsoft.