Lathyca Cabrera

Managed the entire life cycle of capacity planning, including recruitment and training. Developed capacity planning models and collaborated with stakeholders to forecast demand and optimize operations. Monitored key performance metrics to identify opportunities for improvement.

Oversaw capacity planning life cycle, developed forecasting models, and collaborated with teams to optimize resource allocation. Analyzed performance metrics and identified opportunities for operational improvements.

Utilized historical data and statistical models to forecast contact center demand. Developed staffing strategies and collaborated with teams to enhance operational efficiency and meet service level objectives.

Developed and maintained agent schedules across multiple sites. Analyzed performance metrics and collaborated with teams to improve service levels and agent utilization.

Compiled and analyzed call center performance reports. Developed staffing models and collaborated with teams to optimize productivity and meet service level objectives.

Prepared schedules based on client requirements and managed agent preferences. Collaborated with various units to ensure quality training and efficient staffing.

Monitored call/chat/email volume and agent adherence. Collaborated with leadership to optimize resource distribution and improve team performance.

Defined project objectives and processes while providing training and support to team members. Ensured data accuracy and facilitated communication between stakeholders.

Provided technical support by troubleshooting hardware and software issues. Assisted customers in resolving network problems and ensured timely feedback.

Managed incoming calls and generated sales leads. Built relationships with customers and ensured satisfaction through effective communication.

Completed an associate degree in Computer System Design & Programming, gaining foundational knowledge in computer systems, programming languages, and software development.