Sofia Guzman
Guatemala,01
Summary
Dynamic professional with extensive experience in portfolio management and workforce analysis at Queue Management Prime. Expertise in utilizing Domo Analytics and NICE IEX to elevate service levels and key performance indicators (KPIs). Demonstrated success in data analysis and trend identification, driving strategic decisions and operational enhancements. Proficient in team training and customer service resolution, showcasing strong analytical and interpersonal skills.
Overview
7
7
years of professional experience
Work History
Portfolio
Queue Management Prime
10.2020 - Current
- Oversaw daily operations of the contact center including staffing levels, scheduling, queue management.
- Prepared written reports summarizing daily activities at the end of each shift for submission to higher management officials.
Workforce Analyst II - Resource Strategy
07.2019 - 10.2020
- Compiled data from multiple sources into accurate reports for review by senior management.
- Actively monitored queues within the practice management system identifying any issues that may be impacting timely completion of tasks.
- Tracked metrics such as call volume, response times. to evaluate performance levels against goals and objectives set by management team.
- Collaborated with senior management teams to develop long-term strategies that support organizational goals.
Resolution Specialist
TELUS Client Care
10.2018 - 07.2020
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Provided training sessions for new hires on how to effectively resolve customer complaints.
- Prepared reports for management detailing customer requests, problems, resolutions and feedback.
Customer Service Representative - Agent
TELUS Mobility
10.2017 - 03.2018
- Assisted customers with inquiries, complaints, product selection, orders, returns and exchanges.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls in a timely manner and responded to customer inquiries.
Customer Service Representative
24-7 Intouch
Education
International Relations -
Francisco Marroquin University
01.2020
High School Diploma - Sciences and Arts
Liceo Cristiano Roca De Ayuda
10-2017
Skills
- Excel
- Oracle
- Domo Analytics Proficiency
- Google Workspace Proficiency
- NICE IEX Workforce Management Suite
- Portfolio management
- KPI Analysis
- Data analysis
- Analytical Report Composition
- Trend Analysis Skills
- Service Level Management
Languages
- Spanish
- English
Languages
Spanish
First Language
English
Proficient (C2)
C2
Affiliations
- latin dancer
- Nature Enthusiast
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Portfolio
Queue Management Prime
10.2020 - Current
Workforce Analyst II - Resource Strategy
07.2019 - 10.2020
Resolution Specialist
TELUS Client Care
10.2018 - 07.2020
Customer Service Representative - Agent
TELUS Mobility
10.2017 - 03.2018
Customer Service Representative
24-7 Intouch
International Relations -
Francisco Marroquin University
High School Diploma - Sciences and Arts
Liceo Cristiano Roca De Ayuda
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