Ceciline Zate

Background

About Ceciline Zate

Automated the extraction, transformation, and loading of volume data from multiple Systems into a single file for Start of Day reporting. Utilized a combination of VBA coding and Power Query to expedite the preparation of the Start of Day Report. • Developed a work productivity report using Excel and VBA. • Designed, tested, and enhanced sustainable and high-quality reports utilizing Excel, VBA, and Power Query. • Tasked with identifying and developing new business processes to enhance report efficiency. • Analyzed data to identify trends, patterns, and anomalies. • Collaborated closely with stakeholders, including business analysts and management, to understand their reporting requirements. • Effectively communicated findings and recommendations to non-technical stakeholders. • Troubleshot and resolved performance issues related to reporting. • Provided training and support to end-users on accessing and interpreting reports. • Monitors and submits AHT (Average Handle Time), service level, adherence, and attendance reports on an hourly basis to ensure that service level scores meet targets by the end of the day. • Optimizes shrinkage and pre-scheduled meeting/coaching plans for operations. • Submits recommendation reports to operations on strategies to improve service levels. • Manages queues by identifying and addressing agents engaged in non adherent activities. • Acts as the first point of contact for outages, system issues, or any other production-impacting situations.