Joyce Sierra
Barranquilla
Summary
Proactive Call Center Reporting Analyst eager to bring strong knowledge of performance metric evaluation and reporting to a new role. Highly skilled in training team members to properly execute data collection and analysis to maintain integrity and efficiency.
Dedicated to offering exceptional assistance to team members and representative. Skilled at coordinating schedules, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
7
7
years of professional experience
Work History
Reporting/Scheduling Analyst
Quantica BPO
06.2023 - Current
- Developed custom reports to address specific business needs and support decision-making processes.
- Managed guidelines for calculations for metrics and analysis.
- Extracted data from reporting tools to manage wireless inventory for production.
- Reconciled payment variances by gathering data and analyzing claims department reports.
- Created different documents to assist executive leadership in decision-making processes.
- Prepared documentation for business analysts and updated client data.
- Supported efficiency and data integrity by monitoring control documentation of reporting procedures.
- Applied advanced Excel functions and filters to support infrastructure.
- Contributed to a positive work environment by actively participating in team meetings and offering valuable input during brainstorming sessions.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Optimized schedules, forecasts and other tools to present to management.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
Workforce Real Time Analyst
Quantica BPO
03.2023 - 06.2023
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Prepared and maintained reports, dashboards and monthly packages.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Managed real-time inbound call traffic across multiple contact center locations.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Produced and updated documents, reports, and tracking spreadsheets.
- Managed overtime, shift swaps, breaks and PTO requests.
Customer Service Representative
Quantica BPO
07.2022 - 03.2023
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Managed timely and effective replacement of damaged or missing products.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Operations Controller
Tiendas YA / Ta-Da
12.2021 - 06.2022
- Enhanced communication between departments by establishing clear channels and protocols.
- Managed cross-functional teams for successful project execution, ensuring alignment with business objectives.
- Mentored junior staff members, fostering a positive work environment conducive to professional growth and development.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Healthcare Customer Service Representative
Atlantic International BPO
11.2020 - 02.2021
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Verified insurance eligibility and coverage for patients.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Schedule appointments.
- Excellent communication skills, both verbal and written.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Commercial Advisor
Suministros Y Soluciones MK
04.2017 - 06.2018
- Evaluated suppliers to maintain cost controls and improve operations.
- Developed effective improvement plans in alignment with goals and specifications.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Evaluated situations and delivered targeted solutions using various tools and resources.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained database systems to track and analyze operational data.
- Streamlined internal processes for improved efficiency, resulting in reduced costs and increased revenue.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Implemented effective training programs for junior staff members, driving professional development and enhancing team capabilities.
- Conducted regular reviews of operations and identified areas for improvement.
- Developed complete business plans and operational strategies for new and existing business.
- Established a culture of continuous improvement within the team, fostering innovation and adaptability in a rapidly changing marketplace.
- Observed packing operations to verify conformance to specifications.
- Negotiated favorable contracts with suppliers, achieving significant cost savings for the organization.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Improved overall sales performance by implementing targeted marketing campaigns based on customer segmentation data.
- Analyzed and negotiated Hardware products and terms and conditions.
- Created and managed project plans, timelines and budgets.
Education
High School Diploma -
Colegio Distrital Marie Poussepin
Barranquilla, Colombia12.2015
Associate of Science - Marketing And Sales Technician
Institución Universitaria De Barranquilla - ITSA
Barranquilla, Colombia12.2015
Skills
- Import/export requirements knowledge
- Meeting Coordination
- Verbal Communication
- Friendly Attitude and Active Listening
- Staff Training
- Relationship Building
- Facilities Maintenance
- Computer Skills
- Customer Service
- SQL Databases
- KPI Monitoring
- Data Analysis and Report Writing
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15-30 staff members,(each team).
- Resolved product issue through consumer testing.
Languages
Spanish
Native language
English
Upper intermediate
B2
Korean
Beginner
A1
Italian
Beginner
A1
Timeline
Reporting/Scheduling Analyst
Quantica BPO
06.2023 - Current
Workforce Real Time Analyst
Quantica BPO
03.2023 - 06.2023
Customer Service Representative
Quantica BPO
07.2022 - 03.2023
Operations Controller
Tiendas YA / Ta-Da
12.2021 - 06.2022
Healthcare Customer Service Representative
Atlantic International BPO
11.2020 - 02.2021
Commercial Advisor
Suministros Y Soluciones MK
04.2017 - 06.2018
High School Diploma -
Colegio Distrital Marie Poussepin
Associate of Science - Marketing And Sales Technician
Institución Universitaria De Barranquilla - ITSA
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