Patia Patino
Workforce Management
Elgin,IL
Summary
Dependable self motivated professional with a vast amount of beneficial expertise in supervising teams and customer service solutions. Seeking an organization that has an opportunity for growth to utilize my strengths and provide stability for a life long career.
Overview
5
5
years of professional experience
1
1
year of post-secondary education
Work History
WFM Analyst
PTZ Insurance Inc.
Addison, IL
05.2021 - Current
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Optimized schedules, forecasts and other tools to present and report to management.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports and tracking spreadsheets using call center software.
Customer Service Supervisor
PTZ Insurnace Inc.
Addison, IL
04.2017 - 05.2021
- WT escalated customers to resolve account issues and built rapport for retention.
- Actively supported service team by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Hold agents accountable for performance by conducting monthly 1-1 coaching sessions administering MTD metrics and calculating improvement plans.
- Attend corporate meetings and proactively offer solutions/suggestions for company profitable gain/revenue.
Education
Bachelor of Science - Marketing
Colorado Technical University
Colorado Springs, CO 08.2018 - 05.2019
Skills
Organizational Development
Team Building
File and records management
Training and mentoring
Training development
Organization and Time Management
Written Communication
Problem-Solving
Active Listening
Attention to Detail
reduced company ACW & AHT by an average of 29%
Abominating in my promotion from Customer Service Rep. - CSS Team Supervisor.
I took initiative by creating a draft presentation implementing my ideas based off my employment and personal experiences with the organization. Perfecting, improving and, updating some of the tools and recourses my former coworkers and I had access to for referencing, when ever we felt these metrics might be jeopardized.
Timeline
WFM Analyst
PTZ Insurance Inc.
05.2021 - Current
Bachelor of Science - Marketing
Colorado Technical University
08.2018 - 05.2019
Customer Service Supervisor
PTZ Insurnace Inc.
04.2017 - 05.2021