Wanda Hamburg
Yankton
Summary
Proactive analyst skilled in performance metrics and process improvements. Known for effective collaboration with teams to drive customer satisfaction and optimize reservation processes, looking to contribute to operational success.
Overview
35
35
years of professional experience
Work History
Analyst 1, Workforce Management
FNBO
Yankton
09.1993 - Current
- Compiled reports on call center performance metrics to identify trends in average wait and response times.
- Monitored performance metrics such as abandonment rates and customer satisfaction scores.
- Developed strategies to enhance efficiency and reduce operational costs.
- Identified process improvement opportunities within call center operations.
- Managed budgeting for staffing levels and equipment purchases, ensuring alignment with operational expenditures.
- Oversaw daily activities to ensure smooth workflow and optimal productivity.
- Prepared performance reports for management.
- Facilitated regular meetings with customer service teams to review performance metrics and collaboratively develop improvement strategies.
Reservation agent
Super 8 Reservations
Aberdeen
07.1991 - 09.1993
- Managed customer reservations via phone and online platforms to optimize service delivery.
- Processed booking changes and cancellations to support seamless operational flow.
- Assisted guests with inquiries regarding room availability and services.
- Delivered exceptional customer service, contributing to high guest satisfaction.
- Leveraged reservation software to streamline booking processes and ensure accuracy.
- Ensured proper documentation of all reservations in the system for effective tracking.
- Processed customer payments for reservations conducted over the phone, ensuring accuracy.
Education
High School Diploma -
Hoven High School
Hoven, SD05-1988
Some College (No Degree) - Business Administration
Northern State University
Aberdeen, SDSkills
- Workforce analytics
- Data analysis
- Performance monitoring
- Reservation software
- Attention to detail
- Team collaboration
Timeline
Analyst 1, Workforce Management
FNBO
09.1993 - Current
Reservation agent
Super 8 Reservations
07.1991 - 09.1993
High School Diploma -
Hoven High School
Some College (No Degree) - Business Administration
Northern State University