Liane Rojas
Archdale,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Workforce Management Analyst
Encore Exchange
04.2020 - 06.2023
- Set and adjusted schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, attendance, lunches, breaks and PTO requests.
- Produced and updated documents, reports and tracking spreadsheets using Verint, and Excel.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Created training materials for new employees to provide information about attendance guidelines.
Team Lead
Encore Exchange
09.2018 - 04.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Held weekly team meetings to inform team members on company news and updates.
Call Quality Assurance Specialist
Encore Exchange
09.2017 - 09.2018
- Monitored calls and recorded findings of call evaluation process, collaborating with team leads to implement plans for coaching and development.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Monitored product standards and quality-control programs.
- Identified patterns and trends in large data sets and provided actionable insights.
- Collaborated with stakeholders to identify business needs and data sources.
Patient Service Representative
Encore Exchange
09.2016 - 09.2017
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Resolved billing inquiries and disputes in timely fashion.
- Provided excellent customer service to patients and client staff.
At-Home Advisor
Apple, Inc.
09.2015 - 04.2016
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed call flow to respond to technical support needs of customers.
- Resolved service and technical problems for customers by asking clear and specific questions.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Wireless Sales Consultant
Best Buy
06.2009 - 08.2015
- Monitored wireless sales space to establish familiarity with various carriers.
- Maintained sound knowledge of company product suites.
- Performed in-store product demonstrations at assigned events.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Education
No Degree - Criminal Justice
University of North Carolina At Charlotte
Charlotte, NCHigh School Diploma -
North Davidson High School
Lexington, NCSkills
- Data Analysis
- Report Writing
- Data Collection & Research
- Staffing Requirements
- Analyzing Patterns
- Resolving Issues
- Schedule Coordination
- KPI Monitoring
- Business Forecasting
- Managing Schedules
- Talent Acquisition
- New Hire Onboarding
Certification
- NP - Notary Public
- ENP - Electronic Notary Public
Languages
Spanish
Native or Bilingual
Timeline
Workforce Management Analyst
Encore Exchange
04.2020 - 06.2023
Team Lead
Encore Exchange
09.2018 - 04.2020
Call Quality Assurance Specialist
Encore Exchange
09.2017 - 09.2018
Patient Service Representative
Encore Exchange
09.2016 - 09.2017
At-Home Advisor
Apple, Inc.
09.2015 - 04.2016
Wireless Sales Consultant
Best Buy
06.2009 - 08.2015
No Degree - Criminal Justice
University of North Carolina At Charlotte
High School Diploma -
North Davidson High School
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