Ranim A.

Customer Service & Tech Support | Analytics, Microsoft Excel, PPTX

Results-driven Real Time Analyst with 4 years of experience in call center operations and workforce management (WFM). Proficient in using Verint WFM software to monitor real-time adherence, analyze call volume trends, and make strategic staffing adjustments, resulting in a 10% improvement in service level attainment. Skilled in generating detailed performance reports and collaborating with cross-functional teams to identify and implement efficiency improvements. Area of expertise: o Microsoft office (Word, Excel, PowerPoint, o Adyen (accounting system). Outlook) o Zendesk o Contract center operations o Playvox o Attention to details. o Mode Analytics o Analytical and problem-solving skills o UKG UltiPro software o Communication and interpersonal skills