Mikhaila M.

Customer Service Specialist & Workforce Management Analyst

Worked as a Customer Care Representative, Technical Support Representative, Back Office Support, Workforce Realtime Analyst and Workforce Scheduling Analyst. With my extensive experience within contact service environment, I have gone to hasten my skills in handling easy and complicated customer situations. I managed to gain quality soft skills by interacting with different types of customers. I converse well given that I attained good scores with Versant English Test. My Workforce Management experience revolved around realtime monitoring of campaign-agent level adherence on business goals and KPIs, to Roster and System Management, Scheduling Governance and creation as well as short range forecasting. Have years of experience using MS Office, CSR tools(such as CRM, Knowledgebase and Helpdesk ticketing systems) and WFM Systems(Verint, IEX, Empower, CMS etc). My skills in various fields are continuously growing and I would love to share them to yourselves to contribute to your company! I am looking forward to be working with you soon!