Aleena Trin Wong

WORK HISTORY

EDUCATION

SKILLS

ABOUT ALEENA TRIN WONG

Self starter, motivated, loyal and always seeking for new challenges. Self-motivated and a team player with strong communication and excellent customer support skills. At Best Buy Health, oversee Work Force Management (WFM) team in Direct Sales to support overall management of approximately 150 agents’ productivity, while further responsible for agents’ real time adherence and meeting of business OKRs. Analyze real time variance and agents’ shift bid for trends which are then used to reforecast, reschedule and adjust staffing to ensure optimal schedules and agent staffing during peak periods. Also facilitate partnership with Marketing using workforce variance data my team created to provide best staffing recommendations and business decisions for our business unit. Collaborate with the Direct Sales management team on planning and launch of new initiatives, while also continuously improving operational efficiencies and call center growth. Further lead coordination of stakeholders of all infrastructure projects, including the Telecom team, IT Desktop support, Customer Care and Training to improve call center operations. Oversee daily operational support for Direct Sales agents at multiple sites (San Diego, Reno, and San Antonio). Act as the central coordinator/liaison where all call center tools and application issues are identified, analyzed and escalated to the appropriate stakeholder for resolution, and follow-up to ensure call agents are fully operational. Revamped ARS operations to turn call center into revenue center by maximizing sales and service opportunities for sales team and service technicians. Created culture of providing clear expectations to operations team, ensure proper training, and produce accurate reporting. Overhauled medical center patient financial service operations that realized decreased account receivables, fewer A/R days, increased billing efficiency, and improved staff productivity at Metro Comprehensive Medical Center. While at Time Warner, led turn-around in the reduction of open trouble tickets for plant reliability resulting in fewer truck rolls, reduced overtime and increased customer satisfaction. Spearheaded top to bottom management review of customer equipment process flow resulted in increased in efficiency; improve inventory tracking and loss prevention. Became first team leader to consistently deliver excellence and quality work; Accountable for operationalizing system enhancements to improve performance and work flow efficiency.