Michelle Yoo
Aiea,HI
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities and over 20 years work experience to drive team success and contribute to organizational growth.
Overview
21
21
years of professional experience
Work History
Business Analyst
Charter Spectrum
03.2018 - 10.2025
- Analyzed business requirements to identify areas for process improvement and operational efficiency.
- Developed comprehensive reports that summarized findings and recommended actionable strategies for growth.
- Maintained accurate records of call center activities and ensure data integrity.
- Monitored call center performance metrics and generated reports to evaluate service levels.
- Collaborated with call center leadership to establish KPIs and compare performance against targets.
Customer Care Supervisor
Charter Spectrum
10.2016 - 03.2018
- Supervised Workforce team, ensuring adherence to service standards and operational procedures.
- Developed and maintained efficient workflows to streamline issue resolution processes within the department.
- Collaborated with management to establish key performance indicators for measuring team success and efficiency.
- Analyzed data to identify trends, driving strategic improvements in service delivery.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
Workforce Analyst
Charter Spectrum
02.2015 - 10.2016
- Analyzed workforce data to identify trends and optimize resource allocation.
- Developed reports to track employee performance metrics and operational efficiency using WFM Software and ACD.
- Prepared forecast and staffing analysis, including outsourcing requirements, based on actual call volumes and agent availability using Workforce Management tool and statistical trending
- Conducted regular audits of scheduling practices to ensure compliance with organizational standards.
Customer Service Representative
Charter Spectrum
05.2004 - 02.2015
- Resolved customer inquiries efficiently using CRM systems to enhance satisfaction.
- Provided technical support for products, ensuring accurate troubleshooting and resolution.
- Trained new representatives on call handling procedures and customer service best practices.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and provided knowledgeable information.
Education
BBA - Accounting
Univeristy of Hawaii Manoa
Honolulu, HIAssociate of Arts - Liberal Arts
Kapiolani Community College
HonoluluSkills
- Data analysis
- Workforce management forecasting
- Reporting and analytics with MicroStrategy
- Database Management with Tableau
- Data visualization using Power BI
- Creation and management of reports in Microsoft Office applications
Timeline
Business Analyst
Charter Spectrum
03.2018 - 10.2025
Customer Care Supervisor
Charter Spectrum
10.2016 - 03.2018
Workforce Analyst
Charter Spectrum
02.2015 - 10.2016
Customer Service Representative
Charter Spectrum
05.2004 - 02.2015
BBA - Accounting
Univeristy of Hawaii Manoa
Associate of Arts - Liberal Arts
Kapiolani Community College