Caroline Murray
Tampa,FL
Overview
8
8
years of professional experience
1
1
Certification
Work History
Workforce Real Time Analyst
Ashley Furniture Industries, Inc
04.2020 - 07.2024
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Created real-time and historical reports on system performance and operational metrics to support decision-making and ensure timely resolution.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Analyzed information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
- Coordinated the issue resolution process between frontline and supporting teams whenever a system issue occurred.
- Assisted with the integration and implementation of new call center technologies.
Workforce Real Time Analyst
Alorica
07.2018 - 02.2020
- Monitored site to ensure optimal staffing levels and managed multiple call queues in real time.
- Maintained and tracked accurate records of PTO accruals, attendance, and time off usage via Workforce Management systems.
- Analyzed reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Preferred Customer Associate
Alorica
02.2016 - 07.2018
- Delivered personalized, one-on-one customer service, ensuring each client received tailored assistance and support.
- Expertly analyzed and resolved complex issues, utilizing critical thinking and problem-solving skills to address and overcome challenges effectively.
- Managed and resolved tracing and claim inquiries, coordinating with relevant departments to expedite and address customer concerns efficiently.
- Employed strong communication skills to convey information clearly and effectively, fostering positive relationships and ensuring understanding.
- Demonstrated the ability to perform tasks and manage responsibilities independently, with minimal oversight, ensuring productivity and accuracy.
Education
Associate of Science - Criminology
Hillsborough Community College
Tampa, FL07.2018
Skills
- Proficient with Microsoft suite, Adobe PDF, Verint, TPX, Cisco, Calabrio, TalkDesk
- Scheduling Optimization
- Workforce Management
- Service Level Agreements
- Queue management
- Intraday Management
- Staffing Adjustments
- Call Volume Prediction
- Resolving issues
- Patience and composure
- Data entry proficiency
- Customer Service
- Critical Thinking
- Data Analysis
- Analyzing patterns
Certification
Lean Six Sigma White Belt
Certification Number: ZUXCsKRYj8
Certification Date: April 25th, 2024
Timeline
Workforce Real Time Analyst
Ashley Furniture Industries, Inc
04.2020 - 07.2024
Workforce Real Time Analyst
Alorica
07.2018 - 02.2020
Preferred Customer Associate
Alorica
02.2016 - 07.2018
Associate of Science - Criminology
Hillsborough Community College
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