Yaselyn T.
Mid-Level Workforce Management Analyst
Open to offersNew to PlatformAbout
Yaselyn T. is an experienced Workforce and Reporting Analyst specializing in contact center operations and reporting, currently with Five9 since April 2022. She manages real-time agent monitoring, develops reports and dashboards in Salesforce and DOMO, and collaborates with management through performance and trend analysis. Her responsibilities include optimizing staffing using workforce management software, analyzing call volume patterns, and managing Verint and Five9's WFM platforms to meet service level objectives. Previously at Teletech, Yaselyn supervised global workforce management for DoorDash, focusing on staffing analysis, real-time discussions, and schedule adherence. Her background also includes roles in the finance industry as a service professional for Morgan Stanley and fraud analysis for VISA, in addition to customer and technical support for Dish Network at SPI Global Solutions. She holds a Bachelor of Science and Technology, majoring in Psychology, from Centro Escolar University.
Experience
Workforce and Reporting Analyst
Five9 · 2022 — PresentManaged and produced Management and WFM Reports. Conducted real-time monitoring of agents while generating Reports and Dashboards in Salesforce. Created Cards/Reports in DOMO and provided feedback to management using performance and trending analysis. Utilized workforce management software alongside call volume history to optimize service levels and staffing adjustments. Assessed call volume patterns and overall service requests from email and web channels, maximizing headcount utilization to meet service level requirements. Designed, generated, and coordinated schedules and forecasts, making real-time adjustments as needed. Administered Verint and other Five9 WFM platforms.Global Workforce Management Supervisor
DoorDash · 2016 — 2021Analyzed reports to inform staffing level adjustments aimed at meeting productivity and profitability objectives. Led real-time discussions with clients and operations while approving requests for offline events. Monitored agent adherence to schedules and made recommendations for overtime or downtime based on performance metrics.Service Professional
Morgan Stanley · 2015 — 2016Handled calls from global participants wishing to sell shares in the stock market, utilizing training to interpret tax documents and guide customers through varied tax filing procedures specific to different countries.CSR and TSR
Dish Network · 2015 — 2015Assisted customers from the United States with billing inquiries and technical issues related to their equipment. Provided support for bill questions, disputes, cancellations, and account inquiries, performing advanced troubleshooting for equipment difficulties in customer homes.Fraud Analyst
VISA · 2011 — 2015Investigated and processed online orders from merchants, determining whether to accept or reject transactions based on provided information within the system.
Skills & Expertise
Education
- Bachelor of Science and Technology Major in PsychologyCentro Escolar University · — — 2011
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