Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Maritza Sustaita

Wichita,KS

Summary

Proven Business Analyst with a track record of enhancing operational efficiency at IQVentures. Leveraged data analysis and problem-solving skills to optimize dialer metrics and workforce management, achieving significant improvements in agent productivity and campaign results.

Overview

5
5
years of professional experience

Work History

Business Analyst

IQVentures
10.2024 - Current
  • Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
  • Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
  • Implemented data-driven decision making for campaign optimization, leading to improved overall results.
  • Optimized staffing levels by analyzing historical data trends and forecasting future call volumes using predictive modeling techniques.

Workforce Management Analyst

IQVentures
05.2023 - 10.2024
  • Assisted human resources department with recruitment efforts, ensuring optimal staffing levels were maintained at all times.
  • Coordinated closely with department heads to align workforce needs with business objectives.
  • Reduced labor costs through effective forecasting and strategic planning.
  • Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.

Dialer Administrator

CURO Financial Technologies
12.2019 - 05.2023
  • Consistently met or exceeded monthly quota objectives through strategic use of the dialer system to maximize agent productivity levels while minimizing downtime between calls.
  • Trained new agents on dialer functions and best practices, enhancing team productivity levels.
  • Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.

Education

Wichita East High School
Wichita, KS
05.2012

Skills

  • Requirements gathering
  • Data analysis
  • Decision-making
  • Problem-solving
  • Attention to detail
  • Microsoft Excel mastery
  • Bilingual

Timeline

Business Analyst

IQVentures
10.2024 - Current

Workforce Management Analyst

IQVentures
05.2023 - 10.2024

Dialer Administrator

CURO Financial Technologies
12.2019 - 05.2023

Wichita East High School

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Maritza Sustaita