Fernanda Mendes de Araujo Senior Workforce Solution Reporting Specialist at

Senior Workforce Solution Reporting Specialist

Squarespace

Feb 2022 - Jul 2024 (2 years 6 months)

As a Senior Reporting Specialist:
- Created operational reports, comparing discrepancies between planned and actual headcount, forecast, and interactions to provide detailed insights, feedback, and required actionables, if needed;
- Managed data influx, management, and analysis using Big Query;
- Defined scopes, managed resources, and oversaw schedules in line with stakeholder and project owner specifications;
- Evaluated organizational needs, identifying underperforming areas and reporting recommendations for improvement;
- Procured software and infrastructure required to meet program demands;
- Utilized organizational data to improve team goals, plans, and operating strategies for Customer Operati

Senior Workforce Solutions Specialist

Squarespace

Feb 2020 - Feb 2022 (2 years 1 month)

As a Senior Workforce Solutions Specialist I:
- Managed team resources to effectively deliver on sprint goals.
- Partnered with engineering staff on identifying and resolving product outages.
- Developed standard procedures for optimizing stakeholder relationships in a more efficient manner.
- Created business plans and headcount files for capacity planning internally and for stakeholders.
- Streamlined operational efficiencies by assigning crew schedules while adhering to our policies.
- Led and managed a complete overhaul and rewrite of our internal processes (sick leave, annual leave, schedule adjustments, etc.).
- Planned and delegated work to meet project or production goals.
- He

Workforce Management Specialist

Squarespace

May 2018 - Feb 2020 (1 year 10 months)

As Workforce Management Specialist I:
- Analysed current strategies for strengths and weaknesses and adjusted approaches to maintain our operation service level.
- Maintained detailed record of daily interaction input and output and compared trends to identify underserved areas and opportunities for improvement on our headcount.
- Implemented more efficient processes and reduced wasted resources.
- Processed daily schedule requests (Sick time, PTO and different internal events).
- Real-time monitoring of customer operations interactions channels and managing appropriate headcount per channel to ensure staffing efficiency and meet SLA.
- Worked with multiple stakeholders (Leadership, Finance, Training Team) to r

Channel Specialist

Squarespace

Oct 2015 - May 2018 (2 years 8 months)

As a Channel Specialist, I played a crucial role in supporting our Customer Care department to maintain its exceptional service standards. My responsibilities included:
• Optimizing schedules to meet channel needs
• Strategizing daily staffing in consideration of Customer Care events and interaction volumes
• Processing Sick PTOS, Holidays, and various internal events
• Conducting forecasting
• Documenting daily interaction volumes and trends
• Managing outages in collaboration with Experts and Engineers. Additionally, I utilized messaging apps like Slack for daily communication, which facilitated efficient coordination and information sharing among team members, enhancing our overall operational effectiv

Shift Lead

Squarespace

Feb 2015 - Oct 2015 (9 months)

• Provide troubleshooting, process, and product support via Slack
• Answer escalated cases
• Provide immediate coaching to on-shift advisors
• Act as communication channel lead between managers, engineers, specialty teams, and advisors
• Create CARE and SRE in the Atlassian JIRA platform
• Audit tickets/live chats and provide guidance when needed
• Investigate issues concerning internal and third-party tools (Getty, Stripe, Adobe Typekit...)
• Create and facilitate product/process training within team units
• Ability to take over Live Chat supervisor requests
• Utilized Microsoft 365 to create organized tables for general scheduling, enhancing team efficiency. Employed Google Wo

Level 2 Bilingual Customer Service Representative

Squarespace

Feb 2014 - Feb 2015 (1 year 1 month)

• Helping customers primarily through Live Chat achieve success web designing their sites;
• Assist the email team by responding quickly to customer-submitted email requests;
• Troubleshoot and guide customers through website setup, including identifying system and site-specific website issues, billing queries, e-commerce enhancements, domain registration, SEO;
• Follow-up on clients issues that require escalation;
• Take ownership of issues with clients in order to solve them in a timely and effective manner.

Customer Service Agent

Sky

Jul 2013 - Feb 2014 (8 months)

In my role as a Customer Service Agent, I was responsible for assisting customers with billing queries, processing payments, and investigating any issues related to their billing accounts. I handled the processing of television package upgrades and facilitated the transfer of telephone and broadband services to the Sky network. Additionally, I provided support to customers in troubleshooting technical issues related to Sky television products. I utilized Microsoft Outlook as the primary email provider within the company, ensuring efficient communication and timely responses to customer inquiries. Furthermore, I employed messaging apps like MSN for daily communication, which enhanced my ability to respond quickly to customer needs and foster

Elderly Carer

Comfort Keepers

Feb 2011 - Jun 2013 (2 years 5 months)

As an Elderly Carer, I was dedicated to providing compassionate and personalized care to elderly patients, ensuring their needs were met with respect and dignity. My responsibilities included assisting with daily activities, monitoring health conditions, and fostering a supportive environment. Additionally, I utilized messaging apps like WhatsApp for daily communication with family members, keeping them informed about their loved ones' well-being and enhancing the overall care experience. While CRM (Customer Relationship Management) systems were not directly applicable, the principles of maintaining strong relationships and effective communication were integral to my role in ensuring patient satisfaction and trust.

Librarian Assistant

Senado Federal

Apr 2005 - Aug 2007 (2 years 5 months)

As a Librarian Assistant, I provided exceptional customer service through various channels, including email, phone, and face-to-face interactions, addressing queries related to projects, legal doubts, services offered by the senate, and guidance on researching databases. I conducted advanced literature searches across multiple subjects and legal topics in various databases for users, ensuring they received accurate and relevant information. My responsibilities also included scanning documents to enhance the database, cataloging and indexing books, documents, newspapers, and scientific articles in accordance with Brazilian standards. Additionally, I organized physical archives and maintained the digital archive. I utilized messaging apps as

Fernanda Mendes de Araujo

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Fernanda Mendes de Araujo

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