Catherine Lopez
Real Time Analyst
106 Diamante St. Barihan Malolos Bulacan
Summary
Dedicated Workforce Real Time Analyst with proven expertise in optimizing scheduling and resource allocation. Skilled in real-time management and customer service, I enhanced operational efficiency and improved agent performance during peak times. Adept at multitasking and organizational skills, I consistently delivered insights that elevated service level adherence.
Overview
10
10
years of professional experience
Work History
Workforce Real Time Analyst
PROBE CX
10.2023 - Current
- Analyzed workforce data to optimize scheduling and resource allocation for improved operational efficiency.
- Assisted in real-time monitoring of call center metrics to ensure adherence to service level agreements.
- Supported team leaders by providing insights on agent performance and workload distribution during peak times.
- Collaborated with scheduling software to maintain up-to-date shift patterns and adjust staffing as needed.
Customer Service Representative
TELUS International Philippines
08.2015 - 12.2018
- Provided high-quality customer support by addressing inquiries and resolving issues through various communication channels, including phone, email, and chat.
- Utilized CRM systems to track customer interactions and streamline processes, ensuring timely follow-up and effective case management.
- Trained new staff on company policies, procedures, and customer service best practices to enhance team performance and maintain service standards.
- Collaborated with cross-functional teams to identify recurring issues and develop solutions that improved overall customer satisfaction rates.
Education
Bachelor of Science - Computer Technology
Bulacan State University
Malolos, Province Of Bulacan, Philippines 04.2001 -
Skills
Workforce management
Customer Service
Staffing adjustments
Queue management
Data Entry
Real Time Management
Multitasking skills
Organizational skills
Languages
English
Bilingual or Proficient (C2)
Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leaveTimeline
Workforce Real Time Analyst
PROBE CX
10.2023 - Current
Customer Service Representative
TELUS International Philippines
08.2015 - 12.2018
Bachelor of Science - Computer Technology
Bulacan State University
04.2001 -