Open to opportunities

Elizabeth Navarro

@elizabethnavarro

Message

Proven leader in workforce management and data analytics.

United States

Message

What I'm looking for

I seek a role that fosters collaboration, innovation, and growth opportunities.

I am an effective and proven people leader with over 13 years of experience in call center operations, specializing in workforce management and data analytics. My current role as a Forecasting and Planning Analyst at Terminix has allowed me to oversee WFM reporting for a 2,500-agent call center, where I have successfully developed SOPs and streamlined reporting processes using Excel and Power BI, significantly improving accuracy and operational efficiency.

Throughout my career, I have demonstrated a strong ability to analyze and forecast call volume, resulting in improved service level performance and substantial cost savings. My collaborative approach has enabled me to work effectively with various departments to ensure accurate forecasting and resource allocation. I take pride in presenting insights to executive leadership, supporting strategic decisions that drive operational success.

Experience

Work history, roles, and key accomplishments

Current

Forecasting and Planning Analyst

Current

Terminix

Apr 2024 - Present (1 year 5 months)

Oversee WFM reporting for a 2,500-agent call center, tracking AHT, adherence, and call volume across campaigns and channels; developed SOPs and streamlined reporting processes using Excel and Power BI, improving accuracy. Develop comprehensive reporting illustrating staffing and adherence effectiveness and opportunities at individual, team, and site levels.

AHT SOP Development Excel Power BI Data Integrity SQL

Team Manager

Terminix

Jun 2022 - Present (3 years 3 months)

Supported the daily management of operational functions of WFO team Real Timers (RTA) and Schedulers (Short-term), including hosting internal team huddles, and communicating internal WFO intra-day and long-term goals. Maintained short-range forecasting (3–6 months out) within the WFO system, ensuring accuracy in corresponding reports to support staffing, scheduling, and business planning decisions

WFO Management Real Time Adherence Scheduling Net Staffing Reporting Power BI Five9 VTO Management

Business Solutions Analyst

Terminix

Oct 2020 - Present (4 years 11 months)

Created high quality user protocol documentation surrounding Workforce Operations (WFO). Created and provided competitive reports of performance analytics to operation leadership team.

WFO Documentation Performance Analytics Five9 Aceyus

Call Center Supervisor

Terminix

Apr 2016 - Present (9 years 5 months)

Consistently exceeded Key Performance goals by driving daily, weekly, and monthly goals through intra-daily communications and performance coaching sessions. Tailored performance targets by setting SMART goals.

Performance Coaching SMART Goals Employee Development Project Planning Employee Engagement Call Center Operations Mentoring

Customer Service Representative

Terminix

Oct 2014 - Present (10 years 11 months)

Promoted within a four-month timeframe for exceeding goals and supporting company culture. Demonstrated strong customer service skills and contributed positively to team dynamics.

Customer Service Team Collaboration Problem Solving Communication Customer Retention Product Knowledge Sales Conflict Resolution Data Entry

Retention Service Representative

Alorica

Jan 2014 - Present (11 years 8 months)

Retained current customers by establishing value of various products by articulating features and benefits. Successfully managed customer relationships and resolved complex issues.