Colleen Nicodemus
Real Time Analyst/WFM
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Workforce Real Time Analyst
EXL Service
01.2023 - Current
- Manage the call volume, daily attendance and program break schedules
- Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
Verification Expert
EXL Service
07.2021 - 01.2023
- Back Office verifying documents
- Adhered to strict deadlines for completing verifications, ensuring prompt delivery of results to clients.
- Consistently met or exceeded company targets for verification completion rates, contributing to the overall success of the team.
- Increased efficiency of the verification team through diligent collaboration and clear communication with colleagues.
- Participated in regular performance reviews, using constructive feedback as an opportunity for growth and development within my role as a Verification Specialist.
- Identified potential areas for improvement within the verification process, proposing solutions that increased overall productivity.
- Reduced errors in documentation by thoroughly cross-checking data against established parameters.
Education
High School Diploma -
Oval North S.S.S
Cape Town, South Africa 04.2008 - 04.2012
Skills
Knowledge of different WFM systems
Queue management
Service Level Agreements
Workforce Management
Intraday Management
Problem-solving aptitude
Multitasking Abilities
Problem-Solving
Relationship Building
Scheduling Optimization
Coursework
- Microsoft Excel 2019
- Introduction To Data Analytics Using Microsoft Power BI
- Microsoft Excel: Formulas and Pivot Tables
References
- Yasmeen Clark, Assistant Manager (EXL), 062 449 6308
- Bhaven Inderjeet, Senior Manager (EXL), 071 354 1341
- Ziyaad Alwie, Assistant Manager (EXL), 062 392 3079
Timeline
Workforce Real Time Analyst
EXL Service
01.2023 - Current
Verification Expert
EXL Service
07.2021 - 01.2023
High School Diploma -
Oval North S.S.S
04.2008 - 04.2012