Matthew Lugo
Ozone Park,NY
Summary
Dynamic Senior Real-Time Operations professional with a proven track record in data analysis, workforce allocation, and compliance management. Committed to enhancing service levels through effective decision-making and communication. Well known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to the growth of the organization.
Overview
13
13
years of professional experience
Work History
Senior Real Time Operations & Workforce Management
1800Flowers
Jericho, New York
09.2021 - Current
- Improve service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Support operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensure compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations.
- Prepare and maintain reports and dashboards; train team members on dashboards and package development.
- Mitigate risks during high call volumes: develop contingency plans for unexpected spikes in demand.
- Increased customer satisfaction scores by ensuring prompt responses to inbound calls.
- Manage real-time inbound traffic across multiple contact center locations.
- Adapt quickly to new technology and software applications; self-motivated, and dependable.
- Work flexible hours, including nights, weekends, and holidays.
Analyst
1800Flowers
Carle Place, New York
11.2019 - Current
- Proactively monitor Genesys/Emite dashboards to ensure efficient distribution of calls.
- Coordinate with workforce management to resolve agent labor-force variances.
- Serve as a liaison to Operations, Workforce, Reporting, IT, and Senior Leadership.
- Handled incident management and communication in real-time scenarios.
- Create Excel-based reports to extract and present performance metrics to leadership.
- Communicate with call centers to efficiently reduce queues, while maintaining SLAs.
Front Desk Receptionist/Radiology Scheduler
Precision AcceleRad
New York, New York
06.2013 - 11.2019
- Entered patient data using Medics, TCMS, BRIT PACS, Adobe, and HelloFax.
- Organized charts and paperwork; responded to insurance inquiries and HIPAA compliance.
- Managed high volume calls and provided front office tech support.
- Facilitated department communication, and independently handled assignments.
Education
Associate of Arts - Communications
Borough of Manhattan Community College
New York (City), NYSkills
- Real-time data analysis
- Workforce allocation
- Compliance management
- Dashboard reporting
- Incident management
- Call distribution
- Decision-making abilities
- Multitasking
- Time management
- Verbal and written communication
- Telephone etiquette
- Friendly, positive attitude
- Dependable and responsible
- Teamwork and collaboration
- Sensitive information handling
References
- Jason Davis Real time Operations Manager (516-815-6778)
- Henry Liang Director of Operations (516-639-7699)
Timeline
Senior Real Time Operations & Workforce Management
1800Flowers
09.2021 - Current
Analyst
1800Flowers
11.2019 - Current
Front Desk Receptionist/Radiology Scheduler
Precision AcceleRad
06.2013 - 11.2019
Associate of Arts - Communications
Borough of Manhattan Community College