Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Olivia Lorenzo Vargas

Olivia Lorenzo Vargas

Tampa,FL

Summary

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

6
6
years of professional experience

Work History

Resource Coordinator in Workforce Management

Bullhorn
Boston, MA
09.2022 - Current
  • Implemented policies, procedures, and processes related to resource management functions.
  • Analyzed data from various sources to determine project progress or identify potential issues.
  • Collaborated with other departments on cross-functional initiatives that required additional resources.
  • Ensured compliance with internal standards and external regulations related to resource management.
  • Prepared reports summarizing key findings from research into available resources.
  • Recommended solutions for improving operational efficiency by optimizing the use of existing resources.
  • Resolved conflicts between team members regarding resources or workloads.
  • Facilitated cross-functional meetings to discuss resource allocation and project needs.
  • Resolved conflicts related to resource allocation to ensure smooth project execution.
  • Monitored compliance with internal and external resource-related policies and regulations.
  • Identified and implemented improvements in resource coordination processes to increase productivity.
  • Supported project managers in resource planning, helping to balance workload and capacity.
  • Analyzed project requirements to forecast resource needs and avoid potential shortages.
  • Ensured all resources were acquired, deployed, and managed in line with project plans.
  • Provided training and guidance to new employees.

Call Center Specialist

Optic Marketing Group
Tampa, FL
05.2021 - 08.2022
  • Identified customers' needs, clarified information, researched every issue and provided solutions.
  • Provided feedback on the efficiency of the customer service process.
  • Analyzed call logs to determine trends in customer concerns or inquiries.
  • Monitored performance metrics such as average handling time per call, abandoned calls rate and other key indicators.
  • Suggested methods for improving processes related to customer service operations.
  • Actively participated in team meetings discussing new strategies for enhancing overall customer experience.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Prepared and evaluated reports to identify problems and areas for improvement.
  • Monitored customer interactions to identify areas of improvement in call quality and customer service.
  • Evaluated performance of customer service representatives through monitoring of calls and provided feedback.
  • Conducted regular audits of recorded calls to ensure adherence to standards and policies.
  • Assessed trends in customer complaints, identified root causes, and developed corrective action plans.
  • Provided coaching for agents based on individual performance reviews.
  • Created reports on call center metrics such as average handle time, abandonment rate, and first-call resolution rate.
  • Recommended changes or modifications to current procedures based on analysis of data collected from monitored calls.
  • Performed detailed analysis of call recordings using various software applications.
  • Collaborated with senior management team on initiatives designed to enhance the overall quality of calls received by customers.
  • Identified opportunities for continuous improvement in processes that impact the quality of incoming calls.
  • Assessed work performance for each employee within department, providing constructive criticism regarding handling of job tasks.
  • Reviewed established procedures to assess areas in need of improvement.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Provided training and guidance to new employees.

Field Organizer

Alizana For Progress
Tampa, FL
08.2020 - 09.2020
  • Actively engaged supporters through phone banking, and text banking.

Verifications Analyst

Screening One
Tampa , FL
06.2019 - 07.2020
  • Verified education and employment information.
  • Conducted detailed research and verification of customer information for accuracy and compliance with company standards.
  • Performed quality assurance checks on customer records to identify inaccuracies or discrepancies.
  • Ensured adherence to legal regulations while performing client verifications.
  • Assisted in resolving escalated complaints related to account verifications.
  • Utilized problem-solving skills when faced with complex challenges related to verifying customer information.
  • Developed strategies for improving existing processes used by the team.
  • Requested financial documents from customers.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Navigated through computer systems to review information and respond appropriately to callers.

Researcher

Vertical Screen
Mount Laurel, NJ
05.2018 - 06.2019
  • Same type of position as a Verifications Analyst at Screening One.

Education

Associates in Psychology -

Rowan County College
Sewell, NJ
08-2013

Skills

  • Analytical and Critical Thinking
  • Written Communication
  • Continuous Improvement
  • Self Motivation
  • Adaptability and Flexibility
  • Interpersonal Skills
  • Problem-Solving
  • Training and mentoring
  • Remote Conferencing and Communication
  • Reliability
  • Time management abilities
  • Team Collaboration
  • Customer Service
  • Open Air
  • Clarizen
  • Salesforce
  • Work Day

Languages

Spanish
Limited

Timeline

Resource Coordinator in Workforce Management

Bullhorn
09.2022 - Current

Call Center Specialist

Optic Marketing Group
05.2021 - 08.2022

Field Organizer

Alizana For Progress
08.2020 - 09.2020

Verifications Analyst

Screening One
06.2019 - 07.2020

Researcher

Vertical Screen
05.2018 - 06.2019

Associates in Psychology -

Rowan County College

Similar Profiles

CREATE PROFILE
Olivia Lorenzo Vargas