Summary
Overview
Work History
Education
Skills
Software
Timeline
OfficeManager
DIANA ZAPATA

DIANA ZAPATA

WFM Analyst
Lima

Summary

Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities.

Overview

1
1
year of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Workforce Management Junior Analyst

Teleperformance
Lima
01.2023 - Current
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Conducted performance reviews and provided feedback to managers on employee performance.

Workforce Real Time Analyst

Teleperformance
Lima
02.2022 - 12.2022
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Produced and updated documents, reports and tracking spreadsheets using SQL, Avaya and Excel.

Representative

Teleperformance
Lima
10.2021 - 01.2022
  • Understood each target customer's business model, mapped out organization, and identified unique technology needs.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

Education

Bachiller - Administration & International Business

Universidad Peruana De Ciencias Aplicadas
Lima
03.2016 - 06.2021

Skills

    Managing schedules

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Software

SQL

Microsoft Excel

CMS Avaya

NICE IEX

Timeline

Workforce Management Junior Analyst

Teleperformance
01.2023 - Current

Workforce Real Time Analyst

Teleperformance
02.2022 - 12.2022

Representative

Teleperformance
10.2021 - 01.2022

Bachiller - Administration & International Business

Universidad Peruana De Ciencias Aplicadas
03.2016 - 06.2021

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DIANA ZAPATAWFM Analyst