toyia giron

supply chain analyst

About

Real Time Specialist III at DeVry Education Group

Country

united states

City

chicago

Industry

management consulting

Skill

training, management, analysis, microsoft office, leadership, access, microsoft excel, time management, process improvement, cold calling, strategic planning, financial analysis, business analysis, data analysis, teamwork, data entry, market research, esp, sap, cisco technologies, system monitoring, avaya, totalview, ewfm, real time, analytical skills, csg, planet, blue pumpkin, reporting and analysis, kpi reports, cisco routers, cisco call manager, onq, salesforce.com administration, five9, operating manuals, cpr certified, elementary education, personal training, physical education, sports coaching, iex total view, workforce planning, leisure travel, big data, sas programming, microsoft sql server, hadoop, data mining

Experience

supply chain analyst

performance health

2017-1 - Present · 9 yrs 9 mos

resource management - scheduling intraday analyst

liberty mutual insurance

2006-2 - 2011-8 · 5 yrs 7 mos

* Assist in daily coordination of scheduling exceptions and maintain appropriate staffing issues * Monitor workforce systems to maintain service level * Analyze call flow patterns and communicate with management regarding performance results * Make independent decisions with minimal supervision

inside sales representative

coca-cola enterprise

2005-8 - 2006-2 · 7 mos

* Maintained business customers beverage accounts for Southern California * Provided sales consulting assistance with orders by cross and up selling products * Contributed customer service resolution with support assistance

resource planning- service level coordinator

t-mobile

2003-7 - 2005-5 · 1 yr 11 mos

* Assisted in daily coordination of scheduling exceptions and maintained appropriate staffing issues * Monitored systems to maintain service level & report systems issues to the help desk * Processed time-off request, reported training updates, and trained interns to perform daily tasks * Financial Care Representative * Assisted customers with delinquent accounts by setting up payment arrangements * Collected payments & re-activated individual and business accounts * Promoted to Resource Planning Department

real time specialist iii

devry education group

2014-7 - 2016-3 · 1 yr 9 mos

Tracks intra-day performance against SLA's and provides regular performance updates to leadership. Makes and/or recommends staffing/skilling adjustments as necessary. Monitors agent service level and adherence in relation to department standards. Forecasts inbound call volume for all service center operations using GMT Planet application and schedules staff to achieve service level goals. Create staffing models to address changing business needs. Produces dashboards and other analyses to upper management in response to making operational decisions and measuring performance. Assesses impact/feasibility of flex-work requests on business unit SLAs. Utilizes data to discover areas of process improvement and/or leverage efficiencies. Conducts agent observations, call calibrations and provides documents details to leadership for appropriate coaching and development of call center agents.

forecasting and analysis analyst ii

comcast

2012-3 - 2014-6 · 2 yrs 4 mos

Education

college of dupage

1998-1 - 2000-1 · 2 yrs 1 mo

university of south florida

economics

2004-1 - 2009-1 · 5 yrs 1 mo

keller graduate school of management of devry university

management

2015-1 - 2017-1 · 2 yrs 1 mo

A Graduate Certificate in Business Intelligence and Analytics Management allows you to increase your proficiency in the methods and technologies you need to help companies gather, store, report and analyze important data that ultimately drives strategic business decisions.