Franchezka Denise Furaque

Coordinated and managed agent schedules, ensuring optimal coverage and adherence to shift requirements. Monitored real-time attendance, shift changes, and absences to ensure smooth operations, collaborating with team leads to address conflicts. Utilized scheduling software to maintain accuracy and efficiency, tracking and reporting on schedule adherence and performance metrics.

Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation. Supported operations teams by providing timely and accurate information on agent availability and schedule adherence. Managed overtime, shift swaps, breaks, and PTO requests, while also preparing and maintaining reports and dashboards for management.

Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance to customers. Enhanced communication skills through active listening, empathy, and clear verbal responses during customer interactions.

Engaged in programming tasks as a part-time contributor, supporting various software development initiatives. Contributed to coding efforts and project requirements within the team, applying foundational programming knowledge.

Gained practical experience in programming and software testing methodologies, assisting in the development and quality assurance processes. Learned industry best practices in coding, debugging, and test case execution.

Activities and societies: Class President | BCS42 | SY 2015 - 2018

Studied core principles of computer science, including programming languages, data structures, and algorithms. Gained practical experience in software development and system analysis.