Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Cinthia Alejandra Trejo Ceja

Cinthia Alejandra Trejo Ceja

Playas De Rosarito

Summary

Dynamic Workforce Real Time Analyst at Seguros Confie, adept at enhancing service levels through real-time data analysis and strategic workforce allocation. Recognized for boosting customer satisfaction by effectively managing queues and fostering team collaboration. Proficient in Microsoft Excel and skilled in problem-solving, ensuring compliance and improving operational efficiency.

Overview

5
5
years of professional experience

Work History

Workforce Real Time Analyst

Seguros Confie
08.2024 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • 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.
  • Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
  • Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
  • Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.

Customer Service Representative

Seguros Confie
04.2023 - 08.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.

Personal Dialysis Nurse

Self-Employed Home Care Nurse
02.2020 - 11.2022
  • Provided compassionate support to patients during difficult emotional periods, fostering a positive treatment experience.
  • Enhanced patient safety by proactively identifying and addressing potential risks during dialysis treatments, such as blood pressure fluctuations or electrolyte imbalances.
  • Improved patient outcomes by providing high-quality care and closely monitoring dialysis treatments.
  • Maintained safe and efficient treatment environment by adhering to infection control protocols and equipment maintenance schedules.

Education

Carl Hayden High School
3333 W Roosevelt St, Phoenix Arizona

Skills

  • Workforce management
  • Queue management
  • Resolving issues
  • Microsoft Excel
  • Analyzing patterns
  • KPI monitoring
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Workforce Real Time Analyst

Seguros Confie
08.2024 - Current

Customer Service Representative

Seguros Confie
04.2023 - 08.2024

Personal Dialysis Nurse

Self-Employed Home Care Nurse
02.2020 - 11.2022

Carl Hayden High School

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Cinthia Alejandra Trejo Ceja