Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Hicks

Mooresboro,North Carolina

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

2
2
years of professional experience

Work History

Associate

Wal-Mart
09.2023 - Current
  • Enhanced team productivity by streamlining communication and implementing efficient project management tools.
  • Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
  • Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency and reduced costs.
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Greeted customers and offered assistance for increased customer satisfaction.
  • Managed customer relations through communication and helpful interactions.

Workforce Real Time Analyst

Fusion BPO Services
05.2022 - 07.2023
  • Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
  • Assisted in recruitment efforts, conducting interviews and evaluating candidate suitability for open positions within the organization.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.

Education

High School Diploma -

Chase High School
Forest City, NC
06.2019

Skills

  • Data Entry
  • Workplace Safety
  • Management Support
  • Preparing Reports
  • Decision-Making
  • Time Management

Timeline

Associate

Wal-Mart
09.2023 - Current

Workforce Real Time Analyst

Fusion BPO Services
05.2022 - 07.2023

High School Diploma -

Chase High School

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Christopher Hicks