Administrative Assistant with Workforce Planning Experience

Enhanced brand authority by producing 80-100 SEO-optimized articles a month, for over 50 real estate websites. Conducted thorough research to produce accurate, well-rounded neighborhood guides, lifestyle articles, and blog posts. Refined content to enhance readability, ensure proper grammar, and maintain a consistent tone that reflects the brand’s personality. Proficient in Google Workspace (Docs, Sheets, Drive), Grammarly, and AI Writing Tools. Team collaboration through Slack

Managed schedules for over 2,800 agents across 20+ US retail clients in a fast-paced contact center, ensuring alignment with staffing needs and forecast demand. Transformed complex data sets into detailed reports and dashboards. Worked directly alongside one of the Assistant Vice Presidents in overseeing daily operations, strategic planning, monitoring project progress, scheduling high-stakes meetings, crafting business presentations, organizing fun-at-work activities and mentoring other team members. Collaborated with cross-functional teams to address challenges and implement process improvements. Proficient in MS Office Suite (Excel, Word, Outlook and Teams), Sharepoint, Verint Impact 360, Avaya CMS Supervisor, Tableau, Cisco Unified Intelligence Center. Basic Canva skills for internal communication

Expertly managed customer interactions across phone and chat platforms for over 10 retail card brands, consistently achieving a 95% first-call resolution rate. Delivered exceptional support for a variety of services, including change of address, statement reissue, card replacement, fee waivers, payment processing, lost or stolen reports, and online troubleshooting. Assisted healthcare providers in understanding claim denials, offering clear explanations, proposing solutions, and guiding them through the appeals process. Ensured compliance with industry regulations while handling sensitive patient and insurance information. Acted as a liaison between departments, ensuring smooth coordination and timely issue resolution through outbound calls and email correspondence.