Customer Service, Scheduler, Technical supportCustomer Service, Scheduler, Technical support
Katrin
ID Verified$450
per month
($3/hour)
Profile Description
With over 10 years of experience in the BPO industry, I have developed a diverse skill set across Customer Service, Technical Support, Workforce Scheduling, and Real-Time Analysis. My background has strengthened my ability to manage workforce operations, analyze performance metrics, forecast staffing requirements, optimize schedules, and make real-time decisions to ensure service level targets are met. In addition, my customer-facing and technical support experience has enhanced my communication...
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Data & Analytics
Design & Creative
E-commerce & Marketplace
Marketing & Growth
Sales & Business Development
Software Development
Virtual Assistance & Admin
Finance & Accounting
Real Estate Operations
Specialized Skills
Work Experience
SENIOR SPECIALIST, WFM PLANNING
TTEC Doordash
Aug 2023 - Apr 2026
Job Responsibilities:
Developed and maintained workforce schedules to ensure adequate staffing levels and achievement of service level targets. Recognized for strong analytical skills, attention to detail, and ability to perform under pressure in fast-paced environments.
SPECIALIST, WFM REAL TIME
TTEC Doordash
Dec 2020 - Aug 2023
Job Responsibilities:
Monitored real-time contact center performance, including service levels, queue volumes, AHT, occupancy, and agent adherence. Contributed to improved customer experience through effective queue management and resource allocation.
Technical Support
TTEC Verizon Fios
Mar 2018 - Dec 2020
Job Responsibilities:
Guided customers through step-by-step solutions to resolve technical concerns efficiently.Maintained high first-call resolution rates by effectively diagnosing and resolving technical issues.
CUSTOMER SERVICE REPRESENTATIVE
TTEC Verizon Fios
Feb 2018 - Nov 2018
Job Responsibilities:
Processed customer requests, transactions, and account updates in accordance with company guidelines. Documented customer interactions and resolutions accurately in the system.
Technical Support
TTEC Verizon Fios
Oct 2015 - Feb 2018
Job Responsibilities:
Guided customers through step-by-step solutions to resolve technical concerns efficiently.Maintained high first-call resolution rates by effectively diagnosing and resolving technical issues.
Quick Stats
Education
Associate's Degree
Asian College of Technology
2011 - 2015