Customer Service Representative |Social Media Manager | WFM

Having the ability to analyze data trends and metrics to forecast workforce needs and improve operational efficiency. Proficiency in creating and managing employee schedules to ensure optimal coverage and minimize overtime. Strong verbal and written communication to effectively interact with team members and management. Ability to identify issues and implement effective solutions to improve processes and address staffing challenges. Ability to adjust strategies and plans in response to changing business needs or unexpected challenges. Ability to work effectively with cross-functional teams, including HR, operations, and management, to align workforce strategies.

Handle multiple chats simultaneously while maintaining quality and attention to detail. Having a deep understanding of the products or services is necessary to provide accurate information. Familiarity with chat software and tools to navigate customer queries efficiently.

Familiarity with tools like PivotTables and PivotCharts for summarizing and analyzing large datasets. Proficiency in sorting data and using filters to manage and analyze information effectively. Understanding and using basic functions like SUM, AVERAGE, COUNT, MIN, and MAX.

Analyze customer issues and provide practical solutions, guiding them through the resolution process. Prioritize and manage email inquiries efficiently to respond promptly and minimize wait times. Pay attention to customer concerns to ensure that I understand their needs fully before responding.

My ability to adjust to new conditions, changes, or challenges in my workplace.