Regina Cancino
Phoenix,AZ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Voice Ordering Specialist
DoorDash
Phoenix
02.2024 - Current
- Answer and manage incoming calls, ensuring timely and professional responses to customer inquiries
- Listen actively to identify and resolve customer issues, needs, and complaints
- Schedule and modify orders and deliveries with precision, and provide information on merchant offerings and operational details.
- Updated company tracking system with latest information.
- Provided regular updates to customers regarding orders to maintain transparency and customer trust.
- Processed customer orders in line with established policies and procedures.
- Adhered to legal regulations to run compliant operations.
- Processed and handled customer complaints, answering questions, and providing alternative solutions.
WFM Intraday Specialist
DISH Remote
08.2022 - 01.2024
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports, and tracking spreadsheets using TeliOpti, Tableau and Power BI
- Created training materials for new employees to provide information about attendance guidelines.
- Generated and analyzed reports to monitor employee engagement and attrition trends.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide business need.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions.
Workforce Real Time Analyst
Upgrade
Phoenix
02.2022 - 08.2022
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Prepared and maintained reports, dashboards and monthly packages.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Created training materials for new employees to provide information about attendance guidelines.
- Managed overtime, shift swaps, breaks and PTO requests.
Product Support Supervisor
Rad Power Bikes Remote
02.2021 - 02.2022
- Delivered comprehensive training and development programs, enhancing team proficiency in key performance indicators and metrics
- Conducted thorough employee performance evaluations, identifying areas for growth and implementing targeted coaching and training strategies
- Ensured adherence to organizational policies and objectives, fostering consistent and effective internal communication.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Kept high average of performance evaluations.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Completed bi-weekly payroll for 14 employees.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Workforce Planning Analyst
Ring
Tempe
01.2016 - 02.2021
- Optimized schedules, forecasts and other tools to present to management.
- Manage real-time inbound call traffic across multiple contact center locations.
- Perform ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Work alongside global business leader to deploy new training strategies.
- Review staffing reports weekly to ensure need for overtime or restrict off phone activities.
- Create team huddles/meetings, trainings and coaching for all Ring agents.
- Support production, communicate and implementation of service level action plans.
- Develop relationships with leadership and workflow/capacity teams, to include sharing standard methodologies.
- Created plans and communicated deadlines to complete projects on time
Workforce Specialist
Direct Energy
Tempe
01.2013 - 01.2016
- Managed workforce software platforms by configuring and maintaining system settings to ensure optimal performance and reporting accuracy
- Monitored real-time adherence, promptly identifying and addressing schedule adherence issues to maintain operational efficiency.
Education
Associate of Science - Medical Assisting
Brookline College - Phoenix
Phoenix, AZ05.2012
Skills
- Cross-Departmental Collaboration
- Staff Support
- Workforce Planning
- Capacity Planning
- Workforce Management Software
- Workforce Improvements
- Effective Communication
- Empathy
- Problem-Solving
- Technical Proficiency
- Product Knowledge
- Time Management
- Multitasking
- Active Listening
- Conflict Resolution
- Customer Relationship Management (CRM) Software
- Workforce Management
- Report Generation
- Statistical modeling
- Analyzing patterns
- Data Analysis
- Business Forecasting
- Report Writing
- Managing schedules
- KPI Monitoring
- Resource Planning
- Resolving issues
- Schedule Coordination
Timeline
Voice Ordering Specialist
DoorDash
02.2024 - Current
WFM Intraday Specialist
DISH Remote
08.2022 - 01.2024
Workforce Real Time Analyst
Upgrade
02.2022 - 08.2022
Product Support Supervisor
Rad Power Bikes Remote
02.2021 - 02.2022
Workforce Planning Analyst
Ring
01.2016 - 02.2021
Workforce Specialist
Direct Energy
01.2013 - 01.2016
Associate of Science - Medical Assisting
Brookline College - Phoenix