Maria Aena L.

Workforce Specialist at Royal Caribbean with over 9 years of customer service experience and workforce. I'm managing workforce operations, including profile and access setup, short-term volume forecasting, real-time queue management, and scheduling. My Key Skills & Strengths: ✨Alvaria Certified Workforce Specialist, dedicated to staying ahead with the latest industry best practices. ✨Handles email and chat using Twilio, Zendesk, Outlook, Live chat and Bold chat. ✨Proficient with Alvaria, Teleopti, Verint, Avaya CMS, Power BI, Cisco, Genesys, Tracktik, Gladly, Hey Market and Clover. ✨Google Workspace (Docs, Sheets, Drive, Gmail and Microsoft Office Suite) ✨Experienced with Slack, Microsoft Teams, Skype, and WhatsApp. ✨Skilled in forecasting workload, real-time queue oversight, and scheduling to boost efficiency and service quality. Let’s connect! 🚀 I’d love to help elevate your customer service operations and keep your team running smoothly! 😊