Aitia Stuart

Background

About Aitia Stuart

Something that has always stuck with me is my third-grade teacher telling me how great I would be working with numbers. Perhaps that is why the saying, “the numbers don’t lie” resonates with me. Using data and numbers to tell a story, simply put, is fascinating. Professionally, I realized this when I was introduced to Workforce Management. My start in Workforce Management was unusual at the time. Most of my peers at least had prior call-center experience, but I came in with a background in retail, customer service and administrative support. Nonetheless, my interest in contact center operations and working with data was piqued. Being able to use data to have insight into where, what, how and why is exciting. In my current role, I’ve been able to do so to provide insight into performance metrics to specifically identify areas of opportunity as well as top performers that were not being recognized. In collaboration with contact center leaders, this has been one of the reasons we’ve been able to increase KPIs like Service Level and Answer Rate. My specialties include quickly learning new skills, data driven problem solving and relationship building.