Diana Abarca
Cartago,Central
Summary
Proven WFM Scheduler and Analyst with a track record of enhancing efficiency at Blackbaud and Qualfon, awarded for top performance. Expert in advanced Excel and WFM systems, blending critical thinking and teamwork to exceed customer satisfaction goals. Demonstrates strong work ethic and problem-solving skills, ensuring seamless scheduling and resource allocation.
Overview
11
11
years of professional experience
Work History
WFM Scheduler/WFM Intraday Specialist
Blackbaud
06.2021 - Current
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Awarded "Rising Star 2023".
- Fluent in WFM Systems: PlayVox, Salesforce, Amazon Connect (AWS) & Calabrio.
- Consistently met deadlines by effectively allocating resources, tracking progress, and making necessary adjustments to schedules as needed.
- Enhanced WFM efficiency by streamlining intraday scheduling and real-time monitoring processes.
- Create and maintained several reports in excel (Advanced Excel level).
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
WFM Analyst (Scheduler/Staffing Planner/WFM Intraday Specialist
Qualfon
01.2018 - 03.2021
- Awarded "WFM TOP PERFORMER SCHEDULER/STAFFER 2021"
- Fluent in WFM Systems: ADP, IEX & Verint.
- Drove continuous improvement efforts within the WFM team, identifying opportunities for process enhancements and implementing best practices.
- Assisted in the development of annual budgets by providing detailed workforce projections based on historical trend analyses.
- Conducted regular audits of WFM data integrity, ensuring accurate reporting and analysis capabilities.
- Create and maintained several reports in excel (Intermediate Excel level).
Medical Interpreter
LanguageLine
02.2015 - 03.2018
- Maintained strict confidentiality, adhering to HIPAA guidelines while handling sensitive medical information during the interpretation process.
- Followed ethical codes to protect confidentiality of patient medical information.
- Supported healthcare professionals in delivering accurate diagnoses by effectively interpreting detailed medical histories from non-English speaking patients.
- Ensured clear communication by providing precise interpretation of doctor''s instructions, diagnoses, and prescriptions to non-English speaking patients.
Technical Support Representative/Customer Service Representative
StarTek
01.2013 - 04.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
High School Diploma -
Ciudad Colon High School
San José, Costa RicaUpper Advanced English Learning Degree - English
The Swan English Institute
San José, Costa RicaExcel Advanced Course - Data Processing
UDEMY - College
RemoteJunior - Computer Networking
CISCO Learning Academy
RemoteSkills
- Computer Skills
- Attention to Detail
- Data Entry
- Strong Work Ethic
- Critical Thinking
- Effective Multitasking
- Teamwork and Collaboration
- Problem-Solving
Timeline
WFM Scheduler/WFM Intraday Specialist
Blackbaud
06.2021 - Current
WFM Analyst (Scheduler/Staffing Planner/WFM Intraday Specialist
Qualfon
01.2018 - 03.2021
Medical Interpreter
LanguageLine
02.2015 - 03.2018
Technical Support Representative/Customer Service Representative
StarTek
01.2013 - 04.2015
High School Diploma -
Ciudad Colon High School
Upper Advanced English Learning Degree - English
The Swan English Institute
Excel Advanced Course - Data Processing
UDEMY - College
Junior - Computer Networking
CISCO Learning Academy
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