RACHEL Losabia

• Monitored real-time staffing, productivity, occupancy, and workforce performance to ensure achievement of service level agreements (SLAs) and key performance indicators (KPIs).
• Analyzed operational data and workload trends to optimize staffing requirements through schedule adjustments, overtime (OT), and voluntary time-off (VTO) recommendations.
• Managed agent schedules, break and lunch adjustments, exception coding, and adherence monitoring to maximize operational coverage and efficiency.
• Maintained workforce management databases, including skill matrices, agent proficiency records, and routing configurations.
• Generated and analyzed intraday and end-of-day performance reports covering attendance, adherence, average handling time (AHT), staffing compliance, volume attainment, and other operational metrics.
• Coordinated with Operations, Workforce Management, IT, and support teams to address service disruptions, workforce concerns, and system outages.
• Provided real-time performance updates, SLA projections, risk assessments, and actionable recommendations to support business objectives and client requirements.
• Handled workforce-related inquiries and implemented immediate corrective actions to ensure continuous service delivery and operational efficiency.
• Prepared operational reports, maintained accurate records, and communicated performance insights to internal and external stakeholders.

• Technical Services Associate for Abbott COVID-19 Test and NAVICA App.

• Provide accurate and appropriate information in response to customer inquiries

• Interpret Results for Abbott COVID19 Test

• Basic Troubleshooting for NAVICA App

• Managed live chat support for customer inquiries

• Delivered accurate and relevant information to resolve customer inquiries

• Developed reputation as an efficient service provider with high levels of accuracy

• Contributed to achieving sales goals and monthly quotas through effective support

• Ensured excellent customer service by addressing member needs promptly and courteously.
• Exhibited excellent communications and customer service relations skills.

• Prospected new accounts through outbound calls and customer visits.
• Presented product offerings and matched solutions to client requirements.
• Maintained strong client relationships through timely follow-up and issue resolution.
• Processed sales orders accurately and coordinated fulfillment with internal teams.
• Monitored account activity to identify repeat business and cross-sell opportunities.
• Updated customer records and sales pipelines to support accurate reporting.
• Responded to inquiries promptly, providing pricing, availability, and product details.
• Collaborated with logistics staff to ensure smooth delivery and order completion.