Mark Joseph

ABOUT ME

In my experience being a Local Resource Planner Analyst/Real-Time Analyst, I am tasked to monitor agent’s activities, to optimize scheduled breaks/lunch, to generate and send reports such as Hourly AHT, Daily Attendance, and to provide recommendations based on the staffing or business needs. I was able to do more work than is required. Part of our stats was also to prevent client escalations and to meet and exceed client’s expectations. Though the department was super-fast-paced, I was able to adapt to the requirement of not more than 2 months.

I was also once a POC (Point of contact) for reporting tasks and staffing meeting/call. My supervisor gave me additional tasks to track and maintain our stats. I also created a worksheet/template wherein my teammates can use to make our job easier. So if you need any help with that, I can definitely assist you.

SKILLS