Summary
Overview
Work History
Education
Skills
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Timeline
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Sidanny Roberts

Sidanny Roberts

Real Time Analyst
Colon,3

Summary

Driven by a results-focused approach, I leveraged analytical skills and adaptability at SSG Panama to enhance service levels and workforce efficiency. My expertise in data analysis and continuous improvement strategies significantly increased customer satisfaction, demonstrating my ability to excel in dynamic, fast-paced environments. 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. Strategic consultant eager to leverage knowledge in payroll and tax laws. Skilled in using data and analytics to evaluate job duties and requirements. Qualified to implement compensation and benefits strategies. Reliable and committed to professional development and growth. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Workforce real time analyst. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience
1
1
Language

Work History

Workforce Real Time Analyst

SSG Panama
09.2020 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Optimized schedules, forecasts and other tools to present to management.
  • Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
  • Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Produced and updated documents, reports, and tracking spreadsheets using excel.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization.

Customer Service Representative

Sitel Panama
04.2017 - 07.2020
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Updated account information to maintain customer records.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

High School Diploma -

Escuela Comercial Costa De Oro
Colon, City
05.2001 -

Skills

Workforce Management

Service Level Agreements

Staffing Adjustments

Queue management

Managing schedules

Data Collection & Research

Compiling Data

Business Intelligence

Data Analysis

Schedule Coordination

Decision-Making

Interpersonal Skills

Analytical Skills

Multitasking Abilities

Adaptability

Professionalism

Continuous Improvement

Excellent Communication

Self Motivation

Adaptability and Flexibility

Time management abilities

Effective Communication

Team Collaboration

Active Listening

Organizational Skills

Team building

Attention to Detail

Problem-solving aptitude

Analytical Thinking

read

I like motivational books, personal improvement books and botany books.

Timeline

Workforce Real Time Analyst

SSG Panama
09.2020 - Current

Customer Service Representative

Sitel Panama
04.2017 - 07.2020

High School Diploma -

Escuela Comercial Costa De Oro
05.2001 -

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Sidanny RobertsReal Time Analyst