Karen Moncada

Highly accountable professional, organized, positive and committed to work, with RTA (WFM) and Customer service background experience. Looking to build a fulfilling career in the BPO industry.

REAL TIME ANALYST

• Maintaining an enterprise wide HR database of active employees and all of the relevant details; tracking all advisor skill, channel and team movements
• Manage staffing needs based on advisor channel and skill
• Being the point of contact for reallocating employee resources in times of high volume.
• Monitoring on a real time basis the SLA from channels (Chats, emails and voice) skill dedicated and cross trained agents in case they were needed/ high call volumes.
• Monitoring AHT, SLA and some others KPI’s
• Built reports from scratch; send mid-day and EOD reports.
• Adjust staffing and scheduling according to changing needs of the bussiness.
• Monitor shcedules and escalate issues regarding attendance adherence.
• Solicit extra hours or VTO were applicable.

Customer service representative and technical support for wireless service. Cricket and AT&T

Civil engineering Bachelor degree