Experience

• 

  Teletech philippines

  Jun 2014 - Dec 2015

  Customer service representative

  In the always on, omni-channel world in which we live designing, building and operating captivating experiences across every channel, every interaction, every day – that’s not so simple. Teletech built business to strengthen the crucial relationship between brands and customers. Teletech integrated Humanify Customer Engagement as a Service offering combines talent and technology to help clients unify the customer experience across the entire customer engagement value chain, delivering greater impact in terms of increased revenue, improved profitability, and deeper customer loyalty. During my stay in Teletech I managed incoming calls and customer service inquiries, generated sales leads that develop into a new customer. • Attracted potential customers by answering product and service questions and information about the latest books.• Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution; expediting correction or adjustment; following up to ensure resolution.• Answered customer inquiries or passing them on to the appropriate department that can help to resolve the concern• Processed complaints and, if appropriate, issued refunds for all undelivered, lost in transit and damaged orders. Show less

• 

  Vxi global holdings

  Dec 2015 - Apr 2018

  Workforce real time specialist

  Valued close collaboration among diverse set of talents and perspectives, and encourage respectful debate in pursuit of a common goal. Being a Workforce Real Time Analyst I analyzed the day-to-day scheduling based on requirements to determine workforce needed to meet fluctuating volumes.• Prepared daily reports of attendance of staff members and manage schedules to ensure that there are adequate resources for all departments and managed associate schedules within the Workforce Management software tool.• Utilized workforce management software package (IEX and Nice), generated and loaded schedules for call center staff, including shrinkage for all meetings, training initiatives, breaks, vacation leave, lunches, and client training initiatives.• Generated raw data and transform into effective reports used for daily operations and business continuity.• Responded to client e-mails, calls, and chat utilizing appropriate solutions and effective decision making. Show less

• 

  Conduent

  Jun 2018 - Feb 2021

  Workforce scheduler specialist

  Conduent’s platforms help businesses and governments manage millions of interactions every day for the people they serve. At Conduent, we hold our employees, executive team and board members to the highest standards—and we’re all responsible for delivering long-term shareholder value. As a Workforce Development Specialist I manage the enterprise support and contact center’s goal of meeting/exceeding performance metrics on a daily, weekly, and multi-weekly basis by analyzing ever-changing business needs and forecasts and making quick decisions.• Work directly with the client and site operations team to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections and collaborate into staffing calls to create staffing plan.• Utilize chat, email, and other communication methods to coordinate intraday strategies within multiple contact centers and among various team members to monitor real-time adherence to ensure adequate staffing levels.• Create major automation using excel to acquire the data quickly as efficient as possible from different sources.• Collaborate with Business Partners to manage and organize accounts focusing on improving the agreed Service Level. Show less

• 

  Jpmorgan chase & co.

  Feb 2021 - now

  • Workforce Manager

    Apr 2023 - now

  • Business Analyst

    Apr 2022 - Apr 2023

  • Workforce Senior Specialist

    Feb 2021 - Apr 2022