Charles Justine M.

Workforce Management professional with 7+ years of experience in customer service and operations support. Currently working as a Workforce Planning Coordinator at Royal Caribbean, where I help manage day-to-day workforce activities to ensure smooth operations and consistent service performance. My role includes setting up user profiles and system access, monitoring queues in real time, supporting short-term volume forecasting, and making schedule adjustments when needed. I work closely with teams to maintain service levels and support operational efficiency. Tools and platforms I work with include: • Alvaria, Verint, Avaya CMS, Cisco, Power BI, and TrackTik • Google Workspace (Docs, Sheets, Drive, Gmail) and Microsoft Office • Communication tools such as Slack, Microsoft Teams, Skype, and WhatsApp I also have experience handling email and chat support using LiveChat and Outlook, along with supporting real-time monitoring, basic forecasting, and workforce scheduling. Always open to connecting with professionals who are passionate about improving customer service operations and building efficient teams