Justine Compomizzi
Workforce Management Analyst
Denison,TX
Summary
Versatile Real Time Analyst with knowledge of WFM program tools, data reporting, and asset allocation to meet business metrics. Steps into new areas with a strong work ethic, positive approach, and ability to learn quickly. Practiced Real Time Analyst and Operations Supervisor with 3 years in a call center environment.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Real Time Analyst
Inktel Contact Center Solutions
Miami, FL
02.2024 - Current
- Monitored real-time adherence rates, quickly identifying potential risks to service delivery goals and taking corrective actions when needed.
- Produced detailed, relevant reports for use in making business decisions and published to stakeholders.
- Managed intraday staffing for 5 core channels (chat, voice, email, project work, and leadership/escalation line) and maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Optimized workforce distribution by analyzing historical data and trends in realtime.
- Managed 5,000+ chats and 500+ calls daily; reduced average handle time through strategic scheduling and effective utilization of resources.
Operations Supervisor
Inktel Contact Center Solutions
Miami, FL
03.2022 - 02.2024
- Conducted root cause analysis in deficient areas to identify and resolve issues and communicate solutions to stakeholders.
- Hired, managed 20+ agents, developed and trained staff, established and monitored goals, conducted performance reviews and monitored agent time adherence.
- Reviewed escalated or complex cases to provide leadership team with proper guidance handling difficult contacts.
- Reviewed 40+ quality assurance reports per week to coordinate individual coaching and improvement plans.
- Managed intraday operations across all 5 channels and coordinated staff movement until official WFM department was established.
Behavioral Health Counselor
Black Hills Works
Rapid City, SD
12.2020 - 03.2022
- Managed 15+ patients with substance dependence and co-occurring Axis I and Axis II disorders.
- Supervised staff, offering guidance and feedback aimed at enhancing their skills for better patient outcomes.
- Observed, monitored, and documented detailed records on client behavior and responses to treatment.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Conducted crisis interventions to respond to clients in crisis, assess immediate needs and provide support and resources.
Education
Bachelor of Science - Pscyhology
Southern Oregon University
Ashland, OR 09.2015 - 06.2019
Skills
Customer Service
Report Preparation
Workforce Management
Real Time Monitoring
Detailed Oriented
Customer Service
Programs
- Microsoft Excel
- Office Suites
- NICE (IEX)
- Real Time
- PowerFront
- Oracle Service Cloud
- 3CX Phone System
- Slack
- Microsoft Teams
Timeline
Real Time Analyst
Inktel Contact Center Solutions
02.2024 - Current
Operations Supervisor
Inktel Contact Center Solutions
03.2022 - 02.2024
Behavioral Health Counselor
Black Hills Works
12.2020 - 03.2022
Bachelor of Science - Pscyhology
Southern Oregon University
09.2015 - 06.2019