María Barquero

WFM Specialist

Talento

HerediaMiembro desde 19 de julio de 2026

Microsoft Office XPManaging schedulesStaffing requirementsApproving activities

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Microsoft Office XPManaging schedulesStaffing requirementsApproving activities

Sobre mí

Detail-oriented and results-driven professional with over 8 years of experience in customer service and Workforce Management (WFM). Expertise in real-time analysis, advanced Excel reporting, and operational optimization to exceed client expectations and key performance indicators (KPIs). Proven ability to collaborate with cross-functional teams, drive strategic initiatives, and improve efficiency through data-driven decision-making.

Experiencia

WFM Intraday Specialist - Sitel - Heredia

(2020-10)

Set and adjusted to schedules to maintain optimal coverage and service levels.
Worked with management to develop strategic and tactical plans to meet different requirements.
Managed overtime, shift swaps, breaks and PTO requests.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Answered product and service questions, suggesting other offerings to attract potential customers.
Recommended products to customers, thoroughly explaining details.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Promoted available products and services to customers during service, account management and order calls.

Customer Service Representative - Sykes - San Jose

(2015-12 - 2020-10)

Provided comprehensive customer service to support client needs effectively. Addressed and resolved issues swiftly to maintain high satisfaction rates. Cultivated positive relationships with clients, fostering loyalty and retention.