1. KARINA MILNER BARQUERO
Residencial Lomas de Tepeyac, San Jose, Costa Rica | 6111 -2428 | ninamilner81@gmail.com
EDUCATION
American Business Academy
Bilingual Receptionist Certificate
Universidad Castro Carazo – Universidad Latina
Business Administration (pending)
Universidad Hispanoamericana
English Teaching as asecond language(52% completion)
WORKING EXPERIENCE
SBG Telepublicidad (2001 – 2003)
Customer Service ManagementAssistant
- Maintained office systems; screend phonesand handled incoming emailsand faxes.
Customer Service Representative
- Maintained financial accounts by processing customer adjustments.
Sykes Latin America (2007 to date)
Customer Service Representative (2007)
- Effectively managed large amount of incoming calls,Identified and assessed customer’s
needs to achieve satisfaction and provided accurate, complete information by using the
right methods and tools to facilitate theappropriate solutionsand alternatives within the
time limits with an ensured resolution.
Backup RTA (2007)
- Monitored real time staff to ensureoptimal staffing levels and keyed daily exceptions
requests, updates schedules and responds to escalated issuesand ad-hoc requests,among
others.
Scheduling Analyst (2007)
- Built schedules, kept atrack of shrinkage,AHT and Intraday historical patterns,keyed daily
exceptions requests, updated schedules and responded to escalated issuesand ad-hoc
requests among others.
WFMAnalyst (2007)
- All tasks outlined in the previous position plus, adjusting intraday forecastsderived from
understood business drivers to determine required staffing levelsby projecting call

2. KARINA MILNER BARQUERO PAGE 2
volumes, call duration,and required staffing levels using current trendsand historical data,
among others.
WFMSr. Analyst (2007 to date)
- All tasks outlined in the previous position plus, handlingmid to long term forecasting
projections (volume, volume allocation per month/week/day/interval, AHT, OCC etc),
handling Lines of Business ramp ups/downsand newaccountsimplementation, among
others.
RELATED EXPERIENCE
American Business Academy
English Teaching (2001)
- Summer coursefor High SchoolDiplomafinal English Test.
Sykes Latin America
Training (when required)
- Newmembers of the department basic WFMtraining, training development and processtrainings.
Intensa: Language Institute
English Teaching (2010)
- 3 month period Teaching English as asecond language from beginnersto advanced
students.
LANGUAGES
English – as asecond language
Spanish – native speaker
MEMBERSHIPS
ASUGA (Aspect Software User Group Association)
Intradiem community