Customer Service Representative

Professional Summary

Candidate is a Workforce Management Analyst with over 5 years of experience specializing in scheduling, capacity planning, and reporting for large teams of 300–500 employees in outsourcing environments. Experienced in optimizing workforce efficiency for German-speaking customer service agents by collaborating closely with team managers, quality assurance, and operations teams. Proven expertise in workforce management, data analysis, and customer service operations, with a strong track record in team coordination and process optimization. Skilled in handling customer interactions across multiple channels, including phone, email, and chat, with fluency in German. Adept at using workforce management and scheduling tools to improve operational performance and resource allocation in high-demand settings.