Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
BusinessAnalyst

Amanda Thuot

Nepean,Ontario

Summary

Experienced in maintaining optimal coverage and service levels. Dedicated to ensuring customer satisfaction. Proficient in training new employees on regulations, monitoring patterns, and handling schedule requests. Committed to fostering a cohesive and efficient team environment. Strong attention to detail. Excels in writing reports, updating spreadsheets, and producing accurate forecasts to support informed decision-making.

Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.

Overview

17
17
years of professional experience

Work History

Workforce Analyst

MSI Corp
01.2019 - 05.2024
  • Monitored real-time traffic and queue activities, adjusting agent schedules and managing staffing levels to maintain service levels for 400+ agents
  • Utilized SQL Server Reporting Services to analyze contact center metrics, including call volume, average handling time, and staffing requirements
  • Communicated deviations from expected metrics to stakeholders, providing timely updates on staffing and operational impacts
  • Developed and maintained capacity plans, incorporating data on attrition, shrinkage, and other factors
  • Provided recommendations to senior business leaders to enhance resource utilization and drive evidence-based decisions
  • Managed scheduling conflicts and implemented over time strategies to meet service-level agreements
  • Worked within a team to provide analysis, insights, and recommendations to support operational decisions

Team Lead

Millennium1Solutions
07.2016 - 01.2019
  • Supervised a team of 16 agents, providing feedback and setting goals to improve performance based on quality assessments
  • Addressed and resolved escalated issues with professionalism, ensuring high customer satisfaction and team success
  • Assisted in optimizing team performance by analyzing data and implementing action plans

Customer Services Representative

Millennium1Solutions
08.2014 - 07.2016
  • Supported escalations and contributed to project launches, demonstrating strong problem-solving skills and adaptability
  • Provided IT troubleshooting and managed outbound calls, ensuring effective customer support

Giftware/Bridal Manager

Linen Chest
07.2012 - 08.2014
  • Led a team of 5 employees in the giftware and bridal registry department
  • Interacted with customers to set up bridal registry accounts and ensure exceptional service
  • Upsold products and services, and attended bridal shows to increase registry numbers
  • Managed product demand and forecasting of future trends
  • Conducted product orientation sessions, resulting in a 20% increase in new bridal accounts

Quality Assurance Representative

Bell Canada
05.2009 - 06.2011
  • Monitored calls for quality assurance, participating in calibration meetings to improve customer satisfaction
  • Informed teams of consumer trends and quality issues, helping to enhance overall service quality

Sales/Customer Service Associate

Bell Canada
10.2007 - 04.2009
  • Assessed customer needs, addressed issues timely, and handled billing inquiries
  • Exceeded monthly sales quotas through upselling Bell products and services

Education

Ontario Secondary School Diploma -

Baking Techniques Certificate - undefined

General Arts and Science - undefined

Skills

  • Data Analysis
  • Workforce Management
  • Queue management
  • Technical Skills
  • Communication
  • Problem-Solving
  • Monitoring tests
  • Maintaining service levels
  • KPI monitoring
  • Workforce management tools
  • Resolving issues
  • Effective Queue Management
  • Setting schedules
  • Service level agreements
  • Workforce management

Accomplishments

  • Increased bridal registry accounts by 20% within a few months at Linen Chest.
  • Exceeded monthly sales quotas consistently at Bell Canada and Reliable Home Furniture.

Languages

English
Native or Bilingual

Timeline

Workforce Analyst

MSI Corp
01.2019 - 05.2024

Team Lead

Millennium1Solutions
07.2016 - 01.2019

Customer Services Representative

Millennium1Solutions
08.2014 - 07.2016

Giftware/Bridal Manager

Linen Chest
07.2012 - 08.2014

Quality Assurance Representative

Bell Canada
05.2009 - 06.2011

Sales/Customer Service Associate

Bell Canada
10.2007 - 04.2009

Baking Techniques Certificate - undefined

General Arts and Science - undefined

Ontario Secondary School Diploma -

Similar Profiles

CREATE PROFILE
Amanda Thuot