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Work Background
Service Delivery Ops Specialist
AccentureService Delivery Ops Specialist
Oct. 2019Cebu, Central Visayas, Philippines
Measurement & Report Specialist
AccentureMeasurement & Report Specialist
Jun. 2015 - Oct. 2019Robinsons Cybergate, Cebu City
Measurement & Report Senior Analyst
AccentureMeasurement & Report Senior Analyst
Sep. 2013 - Jun. 2015Robinson's Cybergate - Cebu City
Measurement and Reports Analyst
AccentureMeasurement and Reports Analyst
May. 2011 - Sep. 2013Robinson's Cybergate - Cebu
Forcedesk - Reporting
Aegis People Support, Inc.Forcedesk - Reporting
Apr. 2009 - Dec. 2009IT Park, Cebu City• Prepare end of day reports across multiple accounts (eg. ACD, AHT, ASA, Abandon Calls, etc) • Identify erroneous or questionable data using established methods and procedures to assure quality of reports handled. • Ensure all reports are updated & accurate to give a more realistic forecast in terms of staffing and its capacity. • Assist Operations Management with any schedule or staffing information requirement. • Report scheduled vs. actual staffing data. • Generate operation productivity reports • Checks, validates and ensures timely delivery and accuracy of performance, schedule adherence and utilization reports. • Facilitate request for time o@, schedule change (swapping of schedules) between agents in our wfm system and ensure that policies and procedures for said process is followed • Approve agent's leaves in accordance with the staffing requirements set by the Scheduler. • Update our wfm system with the HR filed leaves such as medical leaves, maternity leaves, bereavement leaves, etc.
Real Time Analyst
Aegis People Support, Inc.Real Time Analyst
Oct. 2007 - Mar. 2009IT Park, Cebu City• Perform real-time monitoring and schedule adherence tracking • Act as cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system related issues that impact production. • Responsible for clearly monitoring real call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing by the Forecasting and Scheduling Team. • Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc. • Coordinate trouble tickets and escalate issues as required. • Work with the Operations to ensure accurate and timely schedules are available to the agents • Manage intraday client, program, or line of business performance to meet the account's requirements. • Be sensitive to agent’s requests while balancing operational performance and the needs of the business. • Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management). • Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, etc.) • Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved. • Provide floor management direction through face-to-face communications, phone, and messaging applications and command center. • Track, update as needed, and report operational results e.g., schedule variance, timekeeping /phone (CMS) variance, overtime, occupancy, agent productivity, etc.
Customer Service Agent/Technical Support Agent
Aegis People Support, Inc.Customer Service Agent/Technical Support Agent
Dec. 2005 - Oct. 2007IT Park, Cebu City• Worked to resolve customer complaints regarding orders while handling approximately 200 calls per week • Worked to resolve provisioning issues and jeopardy of the order.

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PowerBI Dashboard Expertise
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Part-Time PowerBI Developer in Australia
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