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Work Background
AccentureService Delivery Ops Specialist
Oct. 2019Cebu, Central Visayas, Philippines
AccentureMeasurement & Report Specialist
Jun. 2015 - Oct. 2019Robinsons Cybergate, Cebu City
AccentureMeasurement & Report Senior Analyst
Sep. 2013 - Jun. 2015Robinson's Cybergate - Cebu City
AccentureMeasurement and Reports Analyst
May. 2011 - Sep. 2013Robinson's Cybergate - Cebu
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.
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.
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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