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Work Background
Ultra MobileReporting Manager
Jan. 2022
Ultra MobileReporting Lead
Aug. 2019 - Dec. 2021Costa Mesa, CA
Acquire BPOWorkforce Scheduler
Feb. 2019 - Aug. 2019- Create schedules and supply forecast and staffing requirements for multiple contact center partners located in the US, Australia and Dominican Republic.
- Provide staffing and historical trend analytics to sustain and meet service level agreements for Inbound, outbound and chat line of businesses
- Leads capacity and staffing requirement meetings for high level management group
SHORE Solutions Inc.Workforce Scheduler
Aug. 2017 - Feb. 2019• Maintained work schedules of multicontact center to meet service level, billable hours and occupancy goals. • Analyze historical data needed to forecast staffing requirements for prospective offshore clients. • Tracked staffing records and analyzes attritions and developed hiring plans for long- and short-term planning efforts.
SHORE Solutions Inc.Workforce Report Analyst
Jan. 2016 - Aug. 2017Robinson's Cyberscape Beta, Ortigas Center, Pasig City• Responsible for creating, distributing and maintaining reports to support the continuous improvement of call centre operations.
• Developed analytic reports to evaluate program performance to establish key standards and business goals as well performance trends. • Maintain a standard library to better track historical data and other queries.
• Produce intraday, daily, weekly, monthly and annual reports with summary reports and recommendations.
• Work closely with all levels of call center key positions, from clients to top management leaders, to support all reporting requirement according to business needs. • Performs other duties related to Workforce management.
SHORE Solutions Inc.Workforce Specialist
Apr. 2011 - Jan. 2016- Responsible for doing real-time monitoring of call volume and SL, and calling the attention of Operations when calls go long and when agents go on an unplanned non-billable activity.
- Responsible for determining when it is necessary for non-agent personnel to complement agent staffing and take calls. - Responsible in reporting hourly, daily and weekly campaign performance including analysis and recommendations. - Management of data and resources for Operations use
- Shrinkage and attendance updates
- Real time adjustment of staffing and breaks schedule according to by-interval call arrival (volume)
- Extract and distribute open and closed lead opportunities for Outbound campaign
Rainmaker Asia Inc.Reports Administrator
Aug. 2010 - Apr. 2011· Management of account backend reports for tracking and operations use.
· Adherence of break schedule
· Floor support, subject matter expert, assists agents on calls and escalations
Rainmaker Asia Inc.International CSR – Inbound Customer Service Product Subscription
Jul. 2009 - Aug. 2010· Receives inbound calls from customers who are requesting for cancellation, increase/decrease shipping intervals/units, delivery stop, inquiries, enrollments, replacements and others.
· Updates customer information, billing details, and shipping intervals
· Review accounts if eligible for credits, money saving plans/promos and payment plans or arrangement.
. Offers retention options/plans for cancelling customers.
· Collects and processes payments of the customers.
· Analyzes and investigates customer’s billing and shipping disputes then provide resolutions to resolve billing disputes
· Follow standard scripting requirement for payment authorization.
Rainmaker Asia Inc.International Outbound CSR (DMID-Profiling)
Mar. 2009 - Jul. 2009· Place outbound calls to “Decision Makers” or “Qualified leads”
· Generates additional key “Decision Makers” or Qualified leads” for the listed company
· Adheres to standard scripting of validating/qualifying leads and respinds to routine inquiries.
· Uses a computerized system (CRM) in updating customer's information, contact information, proper account tagging and setting of agreed callback date/time.
QINTERACTION PHILIPPINES, INC.International CSR – Inbound/Outbound Customer Service Finance
Mar. 2007 - Feb. 20098th & 9th Floors BPI-Buendia Center, Sen. Gil Puyat Ave, Makati City, Philippine· Receives inbound calls from phone subscribers to make payment over the phone, make payment arrangement and reconnect service
· Analyzes and review customer’s billing disputes then provide payment options to restore service
· Process payments using credit/debit cards and checking accounts.
· Outbound calls done to customers with outstanding balance and service currently disconnected.
· Used standard spiels and ask pre-qualifying questions
· Updates customers’ account information (e.g. contact information, notes, account tagging etc) on the CRM accordingly.
· Responds to routine inquiries.
Franz Tire CenterExecutive Secretary
Jul. 2005 - Jan. 2007Kilometer 23, MacArthur Highway, Abangan Sur, Marilao, Bulacan· Daily inventory of product sales and supplies.
· Monitor check collections, accounts payable/billable to/from customers and distributors.
· Check/validate products received/distribute from/to supplier and distributors.
· Prepare purchase orders/invoices of clients.
· Cashier and telephone operations.
Bayan TelecommunicationsTraining (OJT)
Apr. 2003 - May. 2003Metro Manila Switching Ops., Switching Operations Department of the Network Div- 250 hours on-the-job training - Responsible to do daily routine system check
- Receive calls from field lineman/maintenance agent to support system/or network activity/condition of a particular phone/area cluster
- Perform monthly system maintenance on 2 major branches: Novaliches and QC
- Accompany line support for actual maintenance to area clusters around QC and Novaliches
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