Summary
Overview
Work History
Education
Skills
Timeline
Generic

Claudia Barrera

Phoenix,USA

Summary

Workforce Management in a Contact Center environment responsible for all WFM tasks within the Fulfillment department. Key responsibilities include reporting, attendance, & scheduling functions. Friendly Work Force Management with can-do attitude and willingness to help at all times.

Overview

6
6
years of professional experience

Work History

Workforce Management

DIRECT ENERGY
10.2013 - 07.2016
  • Prepare intraday reports on staff attendance as well as time in/time out reports. Answer the employee call out line throughout the day as well as listening to voicemails. Analyze PTO submissions and approve/deny based on their effect on operations. Monitor attendance and schedule adherence. Process schedule trade requests for posted schedules Processes management requests for modifications of scheduling events (meetings/training, etc.) Communicate and work with staff members, management, Human Resources, and Accounting. Monitor the WFM email inbox and answer emails as promptly as possible. Send out email alerts as needed due to high call volume, unscheduled employee activity, or system issue alerts. Report a or problem solve basic system issues. Perform any other related duties as required or assigned.

Customer Service Representative

DIRECT ENERGY
03.2012 - 10.2013
  • Responsible for taking inbound calls from one of our three home service brands: Mr. Sparky Electric, Benjamin Franklin Plumbing, and One-Hour Heating and Air. Customers call to inquire about pricing, with the possibility of scheduling appointments for technicians to come to their homes. In addition, we are required to up-sell end cross-sell products and services to our customers.

Customer Service Representative

IQOR
03.2009 - 04.2010
  • Responsible for taking inbound calls for the Metro PCS Company. Customers call to inquire about pricing to change plans or add lines. Activate or Deactivate accounts. Do troubleshooting to the phones. Also, take payments from customers as well as discuss their bill with them.

TELEMARKETING

EAST VALLEY FINANCIAL
12.2006 - 01.2007
  • Responsible for making outbound calls to find qualifying people that can have their interest rate lowered on their credit cards. After asking several questions we are to transfer them to our next department that gets them started to successfully lowering their rate.

Education

High School Diploma -

Sun Valley High School
Mesa, AZ

Skills

  • Spanish (fluent)
  • 30 WMP
  • Problem solving
  • Critical thinking
  • Multitask
  • Fast learner
  • Flexible
  • Strong work ethic

Timeline

Workforce Management

DIRECT ENERGY
10.2013 - 07.2016

Customer Service Representative

DIRECT ENERGY
03.2012 - 10.2013

Customer Service Representative

IQOR
03.2009 - 04.2010

TELEMARKETING

EAST VALLEY FINANCIAL
12.2006 - 01.2007

High School Diploma -

Sun Valley High School

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Claudia Barrera