Workforce Analyst- Scheduler - Alorica - Lipa City, Batangas
(2020-02)
- Responsible for optimizing agent schedules and ensure line are properly staffed according to line requirement, and complying with all policies, procedures, and regulations relating to job duties.
- Responsible in generating optimized schedules that balance the requirement of the business with the needs of the agents.
- Process time off, re-scheduling cause by shift change requests and shift bids.
- Coordinate and facilitate collaboration with other department team and operation management to capture forecast and schedule changes due to business need and staffing impact activities.
- Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations.
- Ensure forecast and schedule efficiency, consistency, and reliability.
- Align call demand with agent supply to achieve key performance objectives in service level, line adherence and occupancy.
- Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analysing data and trends.
- Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives.
- Perform special assignments and tasks and other duties as assigned by management.
Workforce Real Time Associate - Alorica - Lipa City, Batangas
(2018-10 - 2022-02)
- Monitor real time queues and adherence to ensure service level and response time objective are met
- Monitors real time queues and callouts, and communicate well with the client and the operations
- Sending to operations an hourly and end of day report and other workforce related deliverables.
Customer Service Agent - Alorica - Lipa City, Batangas
(2016-08 - 2018-10)
- Ensures excellent high quality customer service, satisfaction and resolution of queries via inbound and/ or outbound calls
- Assigned in any workplace that the company seems would be best serve the business interest of the company
Airport Customer Service Agent - Qatar Airways - Hamad International Airport, Qatar
(2017-06 - 2017-08)
- Provides five-star customer service experience to airport users at all times ensuring the journey of each passenger is memorable throughout the different points in the airport.
Customer Service Agent - Teletech - Lipa City, Batangas
(2013-01 - 2016-04)
- Provides excellent customer service experience in a professional and timely manner
- Resolves customer's enquiries or complaint to customer satisfaction
Web Support Specialist - Yell Mediaworks Inc. - Quezon City
(2011-04 - 2012-12)
- Provides excellent customer support for website layout, graphics and text changes requests
- Write search engine optimized content for web pages that are accessed through website search engine results pages.
Customer Service Agent - Motif Limited Philippine Branch - Quezon City
(2009-11 - 2010-08)
- Provides excellent customer service experience
- Help customers in account management and registration
- Resolves service, technical, or financial issues such as payments, transactions and other related issues
Technical Support Representative - Convergys Philippines - Quezon City
(2009-05 - 2009-10)
- Provides excellent technical and customer care support in a courteous and professional manner
- Resolves customer problems through first contact resolution.
Administration Staff - Moreno Group Plc - Central Business District, Abuja, Nigeria
(2008-08 - 2009-04)
- Assist with recruitment and staffing logistics
- Handles expatriates work documents, ensuring everyone is properly documented as required
- Handles expatriates' payroll, booking air tickets for local and international flights
Secretary to the Managing Director - Giorgio Dredging Ltd. - Lagos, Nigeria
(2008-03 - 2008-08)
- Organizing and preparing schedules and appointments, attending meeting, and taking minutes
- Handling incoming and outgoing calls, faxes and e-mails, and filing documents
IT Staff - Mount Malarayat Golf & Country Club - Lipa City, Batangas
(2005-06 - 2008-02)
- Provides the best technical assistance within the hotel and country club departments and hotel guests
- Creates digital designed layout and develop and produce web-based graphics ad as requested by departments
