Microsoft Excel – Versions (2003, 2007, 2010, 2013, 2016 and 2019). Excel with VBA Macro, Outlook with VBA Macro. Excel – PowerPivot and Power Query. Power BI. Certified in Microsoft Excel Expert Certification in Excel 2013. Certified in Microsoft Excel Expert Certification in Excel 2016. Metrics: AHT (Actual/Average Handle Time), ACD Calls, Hold Time, Avg Hold Time, Total Break Time, Total Available Time, Aux Time, Outbound Time, Calls Offered, Calls Abandon, Avail Time, ASA (Average Speed of Answer), Abandon Percentage, Response Percentage, Resolution Percentage, CSAT (Customer Satisfaction) Percentage, DSAT (D Satisfied) Percentage.