Roxana Atempa

• Handled all schedule-related requests, including PTO, shift swaps, overtime, TLC time off requests while maintaining knowledge of applicable labor laws and guidelines and applying as appropriate to staffing plans.
• Forecasting and generating schedules for Commercial URCC, Commercial PERS, and Social Care department including Optimizing schedules and making proactive adjustments to meet coverage and service objectives
• Running completion reports for required trainings -scheduling training for my assigned LOB and keeping tracking logs.
• Tracking LOA activity- updating schedules with PTO.
• Tracking daily attendance during my scheduled queue time
• Assisting the training team- scheduling LCD sessions and nesting debriefs, adding New hires into Cloud and/or Genesys Prem and entering them into their work plans/rotating patterns.
• Assisting in the completion of quarterly audits

• Engaged with customers and worked to resolve product and service issues- Collecting/processing payments -submitting orders/warranty replacements -checking order status/tracking packages -Troubleshooting products- Swapping/Activating phones/devices -Assisting customers with MDN changes/port request/port updates
• Gained thorough knowledge of full range of Lively products and services to make expert recommendations -Educating customers on different plans/rate plan changes
• Maintained thorough and detailed documentation of customer interactions and outcomes.

· Welcoming guest and residents- memorized residents and noted unfamiliar individuals.

· Answering inquiries to the best of my knowledge-Solving complaints to the best of my ability and/or directing them to the management team.

· Direct calls to appropriate department -Emailing Staff/Directors with important updates - Filing paperwork and uploading to the computer.

· Directing outside agencies/vendors- requested updated Liability Insurance from our vendors and outside agencies, keeping tracking logs.

· Scheduling doctor appointments and scheduling transportation to the appointments- while following HIPPA Laws.

· Responsible for training incoming employees in Admin department -Assisting with new hire paperwork and /or sending out employees for background checks -Assist with General employee training in all dept

· Assisted the Business/HR director with Time corrections and Time off requests.

· Handled mail and package deliveries, keeping items secure- Making sure packages are counted before signing off on the paperwork.