Lead Fulfillment Analyst (Support Level II) - Demand Science Team, Inc - Davao City
(2021-03)
- Managed daily reports tracking various metrics, including Campaign Revenue, Completion Rate, and Critical Risks Campaigns.
- Generated and maintained KPI dashboards and Quarterly Business Review (QBR) reports, providing real-time insights and guiding fulfillment strategy.
- Streamlined reporting processes through automation, significantly reducing time spent on manual data entry and validation.
- Proposed and established a ticketing system utilizing MS SharePoint for the Lead Fulfillment Team. This system efficiently tracks and facilitates timely responses for the swift resolution of all campaigns reported by individual Publishers.
- Oversaw daily operations and produced detailed reports for the VP of Publisher Relations, Lead Generation Fulfillment, and Director of Fulfillment.
- Assisted in conducting Publisher Training and the onboarding process.
Lead Fulfillment – Partner Management Associate - Demand Science Team, Inc - Davao City
(2019-11 - 2021-03)
- Partnered with Client Success, Demand Generation, and management teams to ensure accurate order development and on-time delivery.
- Collaborated with Lead Allocation and Customer Support teams to enhance customer satisfaction and optimize lead campaign outcomes.
- Ensured precise KPI tracking and timely reporting, providing stakeholders with visibility and driving continuous improvement in partner campaigns.
- Facilitated publisher calls to resolve escalations and gather feedback, translating insights into actionable updates for senior leadership and stakeholders.
- Managed program change ticket processes, ensuring timely resolution of issues and maintaining operational agility.
- Streamlined partner order forms, simplifying workflows and accelerating the ordering process.
- Engaged directly with partners to oversee campaign execution and fulfillment, strengthening relationships and ensuring seamless delivery.
Associate Linguistic Project Manager - Appen - Davao City
(2019-01 - 2019-04)
Project Based
- Build and manage a virtual roster of proficient independent contractors to meet or exceed project objectives and/or targets.
- Monitored key performance metrics for independent contractors in search, social media, and eCommerce relevance ranking and content annotation, enhancing project alignment with stakeholder goals.
- Provided on-the-spot feedback to independent contractors on metrics-driven and behavioral issues, promoting continuous development and performance enhancement.
- Delivered project status reports and conducted analyses to identify actionable improvements, fostering ongoing project refinement.
- Communicate service-level expectations and directions to stakeholders in a timely, clear, and concise manner.
- Engaged directly with the client, utilizing appropriate communication procedures for both production-related inquiries and technical issues while under the manager's guidance.
Workforce Analyst I - Concentrix Ltd. - Davao City
(2018-08 - 2019-12)
- Report Generation and Analysis.
- Evaluated capacity requirements to improve efficiency and service delivery.
- Monitored systems in real-time to identify and address issues promptly.
- Developed solutions for recurring issues by analyzing root causes to enhance system reliability.
- Managed client, operational, and shareholder relations to ensure satisfaction and alignment with organizational goals.
- Team Coaching and Development.
- Mentored junior analysts, providing guidance and support to foster professional development.
Workforce Real-Time Analyst - Concentrix Ltd. - Davao City
(2016-06 - 2018-08)
- Coordinated resource allocation to optimize agent availability for incoming calls based on forecasted volumes.
- Monitored real-time operational data to ensure adherence to staffing plans, improving schedule compliance, and minimizing service delays.
- Monitored real-time call volumes and agent performance using workforce management systems to optimize scheduling, reduce wait times, and enhance service level adherence.
- Developed and communicated timely alerts regarding staffing imbalances, enabling proactive management and optimizing resource allocation.
Implementation Specialist III - NCR Cebu Development Service Inc. - Cebu City
(2011-05 - 2016-05)
- Develop or assist in the creation and ongoing management of the rollout schedule.
- Update, track, and adjust the rollout schedule on a timely basis.
- Coordinated project timelines and team schedules to align resources effectively.
- Managed projects to deliver on time and meet completion goals.
- Resolved rollout schedule issues to achieve timely project closure.
- Identify installation risks, escalate, and implement risk mitigation strategies.
- Recognize, document, and implement process/project improvements.
- Maintained communication with vendors to ensure timely services.
- Establish and maintain communications with the project team. A project team may include representatives of the customer, sales, BU, Project Management, Staging, Service Account Management, CS, and any third-party partner(s).
- Participate in scheduled meetings with key team members to review project feedback, tasks, action items, and lessons learned.
- Ensure any necessary billing data is provided to the appropriate parties.
- Monitored project timelines and delivered real-time status updates through internal tools to support on-time delivery.
Technical Support Representative – Tier 1 - Sykes Asia Inc. - Cebu City
(2008-08 - 2011-04)
- Served as the initial point of contact for technical support regarding telco and DSL accounts.
- Provided comprehensive support for hardware, software, and network issues, improving resolution times and contributing to overall service quality.
- Conducted remote troubleshooting sessions to identify and resolve technical problems, enhancing customer satisfaction.
- Provided clear and concise step-by-step technical support to guide clients.
- Created and managed tickets for onsite technical support and product replacement, ensuring timely follow-up and resolution.
- Utilized support tickets to monitor and expedite incident resolution.
- Walk customers through fixing their internet connection.
- Assist in setting up gaming devices, routers, and modems.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
