Jan Rowan Tiangco

Experience

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  EPLDT Ventus (now Inspiro Relia Inc.)

  May 2004 - Mar 2006

  Customer Service Representative

  • Responsible for customer service in the satellite television industry, duties included answering customer queries, problem solving and providing detailed information on new products. • Worked with new customers in the development of new accounts and the installation of new services. • Ensures quality customer service by participating in weekly up-training and updates in the company’s product and services.• Assures efficiency by providing quality customer service while maintaining a low handle time. Show less

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  Ospital ng Binan

  Sept 2009 - Mar 2010

  Volunteer Nurse
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  APAC Customer Service (now Alorica)

  Nov 2010 - May 2012

  Customer Service Representative

  • Responsible for answering concerns regarding health insurance inquiries by health care providers concerning member's benefits, eligibility, and claim status.• Acts as a bridge between the insurance company and the health care providers, ensuring that benefits are accurately quoted and claims are properly processed, whilst ensuring privacy regarding member's protected health information.

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  Expert Global Solutions (now Alorica)

  May 2012 - Jul 2014

  Real Time Analyst

  January 2014 – July 2014• Part of the Health Care, Non-billable Real Time Team, handling real time concerns of call centers under Horizon Blue Cross Blue Shield of New Jersey (health care insurance) accounts (e.g. Sitel, Allegra, EGS, and Horizon sites).• Handles client emails and calls from their different centers to ensure that KPIs are met and goals are attained.• Daily real time monitoring for call center customer service teams and assist with real time management• Coordinate telephonic changes with Telecom and business management• Daily reporting of business team and company-wide call center performance (service levels, call handling times, call abandonment rates, etc.)May 2012 – January 2014• Part of the General Clients Team, handling real time workforce concerns of accounts related to travel, telecommunications, and sales.• Helps the accounts in ensuring that optimum service levels are achieved within its customer service center on a monthly, daily and intra-day basis in order to make sure KPIs are met and goals are attained.• Real Time Analysis on a daily basis to ensure employee schedule adherence and management and tracking of off-line exceptions.• Data analysis and reporting on the running status of the account in terms of the KPIs, to the operations team and the clients.• Collates data on all core and non-core activities and data on a real-time basis to ensure up to date intra-day forecasts are met and satisfied.• Part of the Global Report Team which handles and collates data, regarding specific KPIs, from different accounts, and present it to the executive team for analysis and reporting purposes. Show less

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  Arvato

  Jul 2014 - Nov 2018

  Workforce Analyst

  • Tracks and trends contact center data for long- and short-term forecasting. (E.g., contact center work volume, agent productivity, vacations, attendance, attrition levels, etc.)• Schedules for planned absences; schedule changes, such as vacation and breaks• Creates and modifies forecasting, staffing, and seating capacity plans for respective LOB.• Measures, monitors result and adjusts based on requirements and business deliverables.• Helped in creating templates in regards with schedule monitoring, absenteeism tracking, VL tracking, and general WFM processes for the site. Show less

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  Infosys BPM

  Nov 2018 - now

  Senior Workforce Management Analyst

  • Calculating staffing required for the forecasted long-term volumes, or for the forecast locked by clients.• Prepare quarterly plan to maintain the headcount required for accounts, considering the attrition.• Running different scenarios as needed to generate headcount requirement.• Generating quarterly forecast by analyzing historical data and trends while identifying recurring events that affect volumes, and normalizing historical data as required.• Generating and modifying schedules based on forecast, capacity plan, and employee skillset; making sure that company complies with existing government employment regulations.• Creating and maintaining employee profiles in workforce analyst tool (Aspect).• Real-time monitoring and tagging of employee status such as planned or unplanned leaves, trainings, and meetings.• Monitoring agent adherence/compliance to schedule and escalation to supervisor if necessary• Creating, generating, and submitting reports as needed by different stakeholders such as headcount, work hours, overtime, attendance, and savings reports. Show less