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Work Background
ConcentrixAssociate, Delivery Excellence
Jul. 2013Philippines• Customer Service Associate for Medical Account (2013-2015) • Customer Service Associate for Financial Account (2016-2018) • Escalation Supervisor (2018-2019) ◦ Assisted Agents with their questions and/or inquiries ◦ Taking Escalated or Supervisor Calls • Unit Manager (2018-2019) ◦ Pioneer lead for Co-Brands LOB at that time. • Real Time Analyst, Workforce Management (2020 up to 2025) ◦ Sr. Representative, Real Time Management ◦ Sending Interval and EOM Reports needed by client and operations. ◦ Maintaining trackers used for Interval Reports. ◦ Point person in requesting roster/schedule adjustment and/or changes, Entitlements, NiceWeb Exceptions, Peak Staffing, System Issue Reporting, Absences monitoring, B&M Monitoring, Availability Report, and On-Site RTA. • Associate, Delivery Excellence (2025 up to present) ◦ Call Monitoring – Quality, Compliance, and Product/System Development Monitoring. ◦ Identify, plans, develop, and implements innovative ideas and changes for client’s system, product, processes, policies and improvement.
Development Academy of the Philippines (Official)Senior Field Interviewer
Aug. 2012 - Oct. 2012Philippines• Hired by Development Academy of the Philippines as a part time Senior Field Interviewer
• In-charge of interviewing the Local Chief Executive and other Local Government Department Heads for the Bottom-Up Assessment in various municipalities around the Philippines
Unmei Nihongo Tutorial CenterJapanese Instructor
Jun. 2012 - Aug. 2012National Capital Region, PhilippinesTeach Elementary Nihongo to both Filipino and Foreign Students
IpsosExecutive Administrative Assistant
Aug. 2007 - Jul. 2012PhilippinesFormerly (Synovate, Inc.) • Point person between clients and researcher • Assisted in the preparation of project proposals and contract ◦ Prepared quotation letters and proposals to clients on various projects ◦ Did proofreading of contracts and proposals ◦ Archived and recorded signed proposals and contracts for future reference • Assisted in the logistical works of commissioned projects ◦ Prepared project materials of staffs, digital equipment needed, and specific food requirements of clients for projects ◦ Checked room availability for project fieldworks and responsibly handled financial and logistical concerns of projects staffs. ◦ In-charge of flight reservations and hotel accommodations of researchers in case of out-of- town fieldwork ◦ Served as transcriber, interviewer and translator tasks for various projects • Report Writing ◦ Assisted in writing reports in case researchers are fully loaded ◦ Did graphics and video editing for various projects as needed • Receptionist ◦ Acted as a reliever for the receptionist during lunch or absences ◦ Connects in-bound or out-bound calls
MD Lanuage PhilippinesJapanese Teacher
Jun. 2007 - Dec. 2007National Capital Region, PhilippinesPart time instructor – Basic Nihongo
University of the PhilippinesUndergraduate Student Assistant
Jun. 2006 - Nov. 2006Manila, National Capital Region, Philippines• Worked as an assistant at the University Cash Division and Office of the University Registrar. • Photocopied documents and sent signed documents to different departments • Assisted in double checking the student registry • Took charge of releasing diploma, transcript of records and students IDs
International Institute for Rural Reconstruction, Silang, CaviteReport Editor, Writer and Researcher
Jan. 2006 - Jan. 2006Philippines• Served as an Assistant to the head of the Library and Publications
• Wrote an article about the founder of IIRR for their Annual Publication
• Edited other articles that were eventually published
Health Plus (Owned by the National Pharmaceutical Foundation, Inc)Field Researcher
Apr. 2005 - Apr. 2005PhilippinesAssigned to do house-to-house survey and interview for a specific project.
EuroCredit Law FirmUndergraduate Research Assistant
Mar. 2004 - Jul. 2005Philippines• Assisted the lawyers in handling various documents • Organized their library by putting up a library system • Tasked to do some fieldwork for them (house-to-house surveys) • In-charge of connecting incoming calls to appropriate lawyers
University of the PhilippinesUndergraduate Student Assistant
Oct. 2003 - Mar. 2004Philippines• Worked as an assistant to the teachers in the Physical Education Department • Organized Documents • Assisted in their various concerns • Tended to the needs of the teachers • Ran errands for the teacher within school grounds
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