Edita Hrncic
West Valley City,UT
Summary
Passionate employee with a proven ability to build strong partnerships anchoring in culture with results-oriented focus. Primary expertise in scheduling support teams and building relationships of trust with employees and customers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Customer Support Analyst Work Force Management
Apree Health
03.2023 - Current
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Recognized escalation needs and connected customers with advanced support staff.
- Troubleshot problems with software, hardware and networking for users.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Worked within task management system to receive, manage and close support requests.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Tracked changing software and technologies with potential to impact customer requirements.
- Monitored system performance to identify potential issues.
Marketplace & Fulfillment Specialist
Apree health
01.2020 - Current
- Support all aspects of marketplace and fulfillment, including reward incentive catalog management and configurations, confirming inventory count accuracy with vendors and CSMs to ensure effective merchandise pricing and timely order fulfillment
- Maintain consistent documentation and communication of sweepstakes fulfillment for rewards valued more than $600.00 to comply with legal and financial reporting guidelines
- Assist guides, members, clients, and CSMs with all fulfillment inquiries
- Provide monthly financial rewards reports for the Finance department, including finance invoicing and client taxable files
- Collaborate with User Support teams to troubleshoot fulfillment escalations and build mitigation plans to avoid future fulfillment issues
- Assist with the transition of the workload from Workfront to Asana project management while still maintaining department response times for all internal and external communications.
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Organized and detail-oriented with a strong work ethic
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Identified issues, analyzed information and provided solutions to problems
- Developed and maintained courteous and effective working relationships
Lead Cook
Intermountain Healthcare
12.2021 - 03.2023
- Supervised line cooks to monitor food safety and order accuracy.
- Delegated jobs within kitchen depending on restaurant traffic and employee skill.
- Taught kitchen staff safety protocols and restaurant standards.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
Realtime Analyst
Workforce Management
04.2017 - 12.2019
- Netflix / (rebranded to 24-7 InTouch on 01/01/2019), Created forecasting and scheduling using real-time software for the company’s core contact centers, in the U.S
- And internationally
- Supported the Operations team by managing all intra-day business to ensure staffing met or exceeded contractual SLAs and KPI targets
- Provided real-time reporting of all agent production and non-production status codes (adherence), attendance and scheduled absenteeism
- Provided mid-shift and end-of-shift reporting that detailed operational performance, system outages, internal misses, and no call/no show alerts
- Assisted with status and strategy meetings to ensure detailed and accurate program data was provided for any program updates or changes
- Ensured business continuity of existing operational reports with timely completion and delivery to support the continued needs of Operations and Management
- Ensured accurate and complete transition of workforce data during workforce transition from Netflix to 24-7 InTouch.
Lead Baker
Harmons Grocery Store
04.2016 - 05.2017
- Oversaw scheduling, safety training, and all onboarding and training of new hires
- Baked, shaped and created high-quality artisan breads and pastries each day, based on customer demand
- Ensured the cleanliness of bakery machinery, equipment maintenance, food and equipment storage and work prep areas.
Contact Center Team Manager
Wells Fargo & Company
09.2000 - 06.2016
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Implemented innovative service strategies to improve customer experience and engagement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Education
Myotherapy College of Utah
2013
Skills
- SQL, Data reporting, and analyst
- Microsoft/Outlook, Quicken QuickBooks
- GENESIS, PIVOT TABLES
- Tableau, CIV, REX, DIPR, HOGAN IEX
- AVAYA CMS/CISCO WFM SUITE
- Providing Feedback
- Operational Planning
- Effective Customer Communication
- Delivery Schedules
- Call Volume Analysis
- Calendar Management
- Customer Experience
- Team Support
- Analytical and Methodical
- Online Databases
Languages
English
Full Professional
Serbian
Native or Bilingual
Croatian
Native or Bilingual
Bosnian
Native or Bilingual
German
Limited Working
Timeline
Customer Support Analyst Work Force Management
Apree Health
03.2023 - Current
Lead Cook
Intermountain Healthcare
12.2021 - 03.2023
Marketplace & Fulfillment Specialist
Apree health
01.2020 - Current
Realtime Analyst
Workforce Management
04.2017 - 12.2019
Lead Baker
Harmons Grocery Store
04.2016 - 05.2017
Contact Center Team Manager
Wells Fargo & Company
09.2000 - 06.2016
Myotherapy College of Utah
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