Kosset Barredo

• Account handled: Dominion Energy Virginia
• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
• Enhanced workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.
• Guided leadership teams in decision making related to workforce planning, including resource allocation and budgeting considerations.
• Developed contingency plans for potential disruptions in staffing due to unexpected events such as natural disasters or public health crises.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Managed real-time inbound call traffic across multiple contact center locations.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Optimized schedules, forecasts and other tools to present to management.
• Evaluated effectiveness of current staffing models, recommending changes to improve productivity levels across departments.
• Managed overtime, shift swaps, breaks and PTO requests.
• Demonstrated adaptability by quickly adjusting to unforeseen scheduling challenges or last-minute changes, maintaining a smooth workflow for staff and customers.
• Collaborated with management to accurately forecast staffing requirements based on historical data and projected growth.

• Streamlined research processes to meet tight deadlines for multiple projects.
• Collaborated with leadership team to identify relevant questions and determine best methods of collection.
• Gathered and organized information for research purposes.
• Wrote research papers, reports and summaries.
• Devised questionnaires, surveys and open forum discussions to generate real-time data collection from target demographic.
• Utilized diverse research techniques and online or published data collection tools to amass key information or statistics, supporting business objectives.
• Scheduled interview appointments with respondents and created multiple questionnaires before commencing data collection.

• Part-time job doing project-based tasks such as typing jobs, researching certain topics or projects/products provided by clients, data mining, and providing feedback or surveys.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Used statistical methods to analyze data and generate useful business reports.
• Enhanced business efficiency by identifying trends and patterns in complex datasets.
• Supported marketing strategies by providing detailed customer segmentation analysis.
• Monitored and frequently reported on project status to clients and verified projects met client requirements and quality standards.
• Managed multiple projects simultaneously, ensuring all deadlines were met while maintaining high-quality work standards.
• Enhanced client satisfaction by providing tailored solutions and personalized guidance throughout the consulting process.

• Account handled: Dominion Energy Virginia (acquired by Everise as of Dec 2024)
• Implemented software solutions to enhance scheduling capabilities, resulting in reduced manual errors and improved productivity.
• Maintained compliance with labor laws regarding breaks, overtime, and time off requests, reducing potential legal issues.
• Reduced labor costs with efficient shift planning to meet business demands.
• Demonstrated adaptability by quickly adjusting to unforeseen scheduling challenges or last-minute changes, maintaining a smooth workflow for staff and customers.
• Managed vacation requests and coordinated coverage, maintaining adequate staffing levels during peak periods or absences.
• Maintained accurate records of employee hours worked through diligent documentation practices.
• Coordinated training schedules for new hires, ensuring proper integration into existing teams and work routines.
• Monitored employee performance and attendance, adjusting schedules as needed to maintain optimal workforce efficiency.
• Improved employee satisfaction through the implementation of a fair and balanced scheduling system.
• Optimized workforce scheduling by analyzing staffing needs and incorporating employee availability.
• Collaborated with management to accurately forecast staffing requirements based on historical data and projected growth.
• Managed real-time inbound call traffic across multiple contact center locations.
• Prepared and maintained reports, dashboards and monthly packages.
• Optimized schedules, forecasts and other tools to present to management.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Managed relationships with external vendors providing temporary staff resources during peak periods or special projects.
• Identified emerging trends impacting the industry''s workforce landscape, advising executives on potential implications for future business operations.
• Conducted regular audits of HR systems and processes related to workforce planning, ensuring accurate recordkeeping practices.
• Ensured compliance with labor laws and regulations through regular review of workforce policies and procedures.
• Developed contingency plans for potential disruptions in staffing due to unexpected events such as natural disasters or public health crises.
• Evaluated effectiveness of current staffing models, recommending changes to improve productivity levels across departments.
• Enhanced workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.

• Account handled: Verizon and CVS Pharmacy Inc
• Real time queue management.
• Provide staffing recommendations based on the volume.
• Optimize schedules, modify agents status, profile, skill and schedule.
• Answers chat, phone and email within a specified turnaround time. Communicates with operations, other departments (such as HR and IT), team members, clients and vendors for anything that may impact service level and performance.
• Produced and updated documents, reports and tracking spreadsheets using Microsoft tools, Google, Verint, IPACD and Vendor dash.

• Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
• Enhanced team productivity by streamlining communication and implementing efficient project management tools.
• Developed and implemented strategies to increase customer satisfaction and engagement.

• Provide recommendations in staffing based on the volume. Offer OT or VTO.
• Create or update agents' statuses, profiles, and schedules.
• Create, generate, and send reports to clients and operations as needed, or bi-hourly, hourly, weekly, and monthly.

• Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
• Mentored junior analysts on best practices in workforce management analytics techniques.

• Project Handled: Fitbit, AirBnB, MoneyGram
• Tasks or responsibilities: Real-time chat/call and email queue management.
• Provide recommendations on staffing based on the volume, and switch agents to be productive during available time. Optimize schedules.
• Create or update agents' statuses, profiles, and schedules.
• Create, generate, and send reports to clients and operations as needed, or bi-hourly, hourly, weekly, and monthly.
• Coordinate with IT, clients, and operations on system downtimes, maintenance, or any issues/events that might affect the service level.
• Answer chat, phone, and email within a specified turnaround time. Communicate with operations, other departments (such as HR and IT), team members, clients, and vendors for anything that may impact service level and performance.
• Worked with management to develop strategic and tactical plans to meet different requirements.
• Managed overtime, shift swaps, breaks and PTO requests.
• Optimized workforce scheduling by analyzing historical data and creating strategic forecasting models.
• Supported diversity initiatives within the organization by analyzing demographic data and suggesting areas where improvements could be made.
• Developed comprehensive reports for management, providing insights on workforce trends and recommendations for improvement.

• 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.
• Managed overtime, shift swaps, breaks and PTO requests.
• Produced and updated documents, reports and tracking spreadsheets using Salesforce, Tableau, CMS Avaya and IEX, Google and Microsoft tools.

• Project handled: UHC - United Health Companies
• Tasks or responsibilities: Real-time chat/call and email queue management.
• Provide recommendations in staffing based on the volume, and switch agents to be productive during available time.
• Create or update agents' status, profiles, and schedules.
• Create, generate, and send reports to clients and operations as needed, or bi-hourly, hourly, weekly, and monthly.

• 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.
• Managed overtime, shift swaps, breaks and PTO requests.
• Produced and updated documents, reports and tracking spreadsheets using Workday, IEX, CMS Avaya, Google, Microsoft tools.

• Project handled: eBay, Walgreens, Express Scripts, PayPal, OnStar
• Real-time chat/call and email queue management.
• Provide recommendations in staffing based on the volume, and switch agents to be productive during available time.
• Create or update agents' statuses, profiles, and schedules.
• Create, generate, and send reports to clients and operations - bi-hourly, hourly, weekly, and monthly.
• Coordinate with IT, clients, and operations on system downtimes, maintenance, or any issues/events that might affect the service level.
• Answer chat, phone, and email within a specified turnaround time. Communicate with operations, other departments (such as HR and IT), team members, clients, and vendors for anything that may impact service level and performance.
• Entered data, generated reports, and produced tracking documents.

• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Led projects and analyzed data to identify opportunities for improvement.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• 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.
• Managed overtime, shift swaps, breaks and PTO requests.
• Produced and updated documents, reports and tracking spreadsheets using IEX, Avaya CMS, Google spreadsheet, Workday, Microsoft tools and Estart.

• Project handled: AT&T.
• Answers billing and general information inquiries of customers over the phone.
• Assists customers in processing orders, sales/payments, customer information updates, and shipping using the client tools.
• Creates new accounts, adds new lines, and activates accounts with customized plans based on the customer's needs.
• Negotiates and processes payments or assists in setting up payment plans for delinquent accounts/suspended accounts.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
• Strengthened team performance through effective coaching and constructive feedback during regular meetings.
• Managed multiple tasks simultaneously to meet strict deadlines and achieve project goals.
• Delivered exceptional service by consistently exceeding performance metrics and quality standards.

• Account: DirecTv
• Communicated with clients and customers to gather, provide and share updated information on products and services.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Increased customer satisfaction by addressing and resolving complaints in a timely manner.
• Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
• Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
• Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
• Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
• Researched and resolved billing discrepancies to enable accurate billing.
• Strengthened client relationships through effective communication regarding billing issues and concerns.

• Projects handled: Market Research and Real Estate Campaign, FMS Company, Debt Relief Services, Townsend Polymer, Timeshare, JW World Resources, Armada Debt Solutions.

Tasks or responsibilities:

• Outbound representative: appointment setter, outbound representative/telemarketer, cold calling.
  • Offer debt solutions, and conduct phone surveys for possible prospects.
  • Update and create database information for possible prospects and clients.
  
• Quality analyst:
• listening to agents' calls for call quality and customer satisfaction, providing feedback, and coaching to align processes, policies, and standardize quality calls.

• Maintained a clean, safe, and welcoming environment to create a positive first impression for hotel visitors.
• Assisted guests with special requests, ensuring their needs were met and expectations exceeded.
• Enhanced guest satisfaction by promptly addressing inquiries and providing exceptional service.
• Identify areas in need of maintenance or improvement.

• Maintained a clean, safe, and welcoming environment to create a positive first impression for hotel visitors.
• Assisted guests with special requests, ensuring their needs were met and expectations exceeded.
• Enhanced guest satisfaction by promptly addressing inquiries and providing exceptional service.
• Conducted regular inspections of hotel facilities to identify areas in need of maintenance or improvement.

• Supported organizational goals by facilitating the exchange of information among team members and departments.
• Maintained an open line of communication with clients, ensuring satisfaction and addressing any concerns promptly.
• Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
• Contributed positively to company culture by actively participating in employee engagement initiatives.
• Organized events such as meetings, conferences, and workshops for improved communication among team members.
• Streamlined office processes by implementing efficient filing and documentation systems.
• Handled sensitive information with discretion, maintaining confidentiality when dealing with personnel issues or client data.
• Maintained accurate records by regularly updating databases and tracking important documents.
• Communicated effectively with clients, providing prompt assistance and addressing inquiries professionally.
• Coordinated travel arrangements for executives, optimizing itineraries for cost-effectiveness and time-management purposes.
• Managed incoming correspondence, ensuring prompt responses to emails and phone calls.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.