Ranim Afram

Workforce Management- Real Time Analyst

GOAT Group

Jan 2023 - Jul 2025 (2 years 7 months)

• Create Fraud team score card for performance reporting and highlighting performance trends. • Backlog monitoring, reporting and addressing any reply delays. • Work closely with team leader and team supervisor to communicate performance data, address issues and implement solutions. • Continuously track key performance indicators and make immediate adjustments to staffing and schedules. • Identify areas for improvement in workforce management practices and recommend solutions to enhance efficiency and service quality. Prepare seasonal team schedules to cover the call center taking into consideration the shrinkage percentage

Workforce Management- Real Time Analyst

iHerb LLC

Aug 2021 - Jan 2023 (1 year 6 months)

• Monitor individual and team performance and ensure KPIs are met to achieve customer satisfaction, operational efficiency and team work. • Analyze and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis for 7 markets. • Analyze call volume patterns in Real Time to optimize work shifts, breaks and lunches • Staff the appropriate number of agent at the proper time based on recent / historical call arrival patterns. • Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues to maintain occupancy rate 85% per agent • Identify call volume trends and averages on a monthly and quarterly/seasonal basis • Respo

Customer Service agent

iHerb LLC

May 2020 - Jul 2021 (1 year 3 months)

• Customer Service agent for handling social media inquiries, emails and chats: • Promptly handled an average of 70 customers inquires and complaints per day with a 95% customer satisfaction rate. • Maintained a knowledge base of the evolving product offerings and improve customer retention by 9% by proactively recommending new products to existing customers. • Maintained up-to-date customers' records in CS Portal while interacting with customers across email, chats and social media. • Monitoring product reviews to keep them 90% helpful for potential and existing customers.

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Distribution Manager

Medicals International

Aug 2018 - Apr 2020 (1 year 9 months)

• Re-ordering goods • Monitoring stock levels in retail chains • Arranging the purchasing and supply of products • Overseeing the ordering process • Forecasting orders levels • Troubleshooting problems • Reviewing supply networks • Contracts negotiations

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