Open to opportunities

Armani Jnbaptiste

@armanijnbaptiste

Message

Forward-thinking Real Time Analyst with strong analytical skills.

Saint Lucia

Message

What I'm looking for

I seek a role that values analytical skills and offers growth opportunities.

I am a forward-thinking Real Time Analyst specializing in Workforce Management, with a proven track record of enhancing operations through data-driven approaches. My experience at ITEL BPO has equipped me with excellent analytical, project management, and problem-solving abilities, allowing me to address complex workplace challenges effectively.

In my current role, I design and update performance reports using Microsoft Excel, ensuring compliance with quality standards in real-time operations. My ability to conduct root cause analysis and recommend corrective actions has significantly improved operational efficiency. Additionally, my background as a Customer Service Representative has honed my interpersonal skills, enabling me to foster customer loyalty and resolve issues diplomatically.

Experience

Work history, roles, and key accomplishments

Current

Real Time Analyst

Current

ITEL BPO

Apr 2023 - Present (2 years 2 months)

As a Real Time Analyst, I designed and updated reports on site performance, ensured compliance with quality standards, and conducted performance meetings. I managed multiple projects, performed coding using eWFM and Alvaria, and conducted root cause analysis for system failures.

Real Time Systems Microsoft Excel Five9 Project Management Root Cause Analysis Compliance Management Analytical Skills

Customer Service Representative

ITEL BPO

Dec 2021 - Apr 2023 (1 year 4 months)

In my role as a Customer Service Representative, I created orders, managed billing, mentored new staff, and resolved customer issues across departments. I efficiently handled customer inquiries and promoted sales through personalized recommendations.