I have been in the Customer Service industry for 8 years. I have experience as a Customer Service representative for 4 years, in which my responsibilities included, but not limited to: answering the customer's concerns and questions regarding the products they are calling about and assist them with any service request they may have. Also 2 years of experience as a Workforce Analyst. My responsibilities included: keeping track of all phoned and off the phones activities, as well as their adherence to their schedule and key performance indicators (KPI) for the campaign using different tracking software; and 2 years of experience as a Reporting Analyst, my responsibilities include creating and developing tools to assist operations to track and improve their agent's performance, using Microsoft Excel, etc., for Alorica S. R. L. I also bring to the table strong computer proficiency in MS Word, MS Excel, MS PowerPoint, MS Outlook, VBA, database applications and a college graduate degree (law major).