* iQor Philippines
September 2015 - Present
Position: Workforce Management Supervisor
Job Description:
A. Client Report – Generate statistical daily end-shift report for the client like the calls received, calls answered, abandoned, service level, total talktime and etc. then to be submitted to the client.
B. Daily Staffing Report – Graphical representation of the seats required and scheduled agents of the day against the actual agents logged.
C. Attendance and Deviation Monitoring – Monitor all agent’s attendance and quality assurance deviation and implement necessary sanctions based on the rules and regulations specified as well as the number of times committed the said deviation.
D. Headcount – Monitor all agents headcount per account based on the monthly attrition
E. Daily Call Stats Analysis – Provide in-depth analysis of the whole day activity of the operations (based on the generated end of day report) as to how, what and when did the team hit the required performance level and possible adjustments to be done to better uplift the services rendered to the customer.
F. Forecasting – Determining the upcoming call volume for the succeeding months to be able to have an idea of how much manpower needed to meet the requirements of the account as well as the client.
G. Scheduling – After determining the forecasted call volume, the agents should be distributed in different shifts based on the usual frequency of calls received per day to be able to meet not just the minimum requirements of the client but to demonstrate excellence for the whole account.
* Schneider Electric
Lot 1 Block 5 Phase 4
PEZA Rosario, Cavite
December 2013 - September 2015
Position:
Business Process Improvement Analyst (WW)
Job Description:
A. Data Extraction and Presentation to Users (weekly, monthly) - Key quality data from One Reporting, InTouch and InSight reports for Field Failure data, Compilation of data from various internal suppliers, Management of monthly data collection and compilation process
B. Support of ITB Issue to Prevention Process - Monthly update of I2P KPI’s (Powerpoint), Weekly issuance of I2P KPI’s (email),
Support of bFO I2P user, Maintain BRE monthly data on ITB Quality Sharepoint site,
Manage legacy I2P data base and legacy issue closure
C. Process Improvement Projects (as required)
* Schneider Electric
Lot 1 Block 5 Phase 4
PEZA Rosario, Cavite
April 2012 – December 2013
Position:
Customer Care Coordinator(Partner)
Job Description:
-This position is responsible in receiving incoming Call, E mail and Chat
for
Square-D order or PO related concern concerns
* Schneider Electric
Lot 10 Block 16 Phase 4
PEZA Rosario, Cavite
February 2008 –
April 2012(APC)
Position: Technical Support Representative
Job Description:
-This position is responsible in receiving incoming calls of Battery back-ups and Smart-UPS (UPS), which includes inquiries, complaints and technical support for their unit
* Alorica Philippines
October 2005 – December 2007
Position: Workforce Management Assistant
Job Description:
A. Client Report – Generate statistical daily end-shift report for the client like the calls received, calls answered, abandoned, service level, total talktime and etc. then to be submitted to the client.
B. Daily Staffing Report – Graphical representation of the seats required and scheduled agents of the day against the actual agents logged.
C. Attendance and Deviation Monitoring – Monitor all agent’s attendance and quality assurance deviation and implement necessary sanctions based on the rules and regulations specified as well as the number of times committed the said deviation.
D. Headcount – Monitor all agents headcount per account based on the monthly attrition
E. Daily Call Stats Analysis – Provide in-depth analysis of the whole day activity of the operations (based on the generated end of day report) as to how, what and when did the team hit the required performance level and possible adjustments to be done to better uplift the services rendered to the customer.
F. Forecasting – Determining the upcoming call volume for the succeeding months to be able to have an idea of how much manpower needed to meet the requirements of the account as well as the client.
G. Scheduling – After determining the forecasted call volume, the agents should be distributed in different shifts based on the usual frequency of calls received per day to be able to meet not just the minimum requirements of the client but to demonstrate excellence for the whole account.
* Alorica Philippines
33/flr Wynsum Corporate Plaza
Emerald Avenue Ortigas Ctr, Pasig City
January 2005 – October 2005
Position: Customer Interaction Specialist (Globe Handyphone and Gcash Accounts)
Job Description:
-This position is responsible in receiving incoming calls of Globe subscribers, which includes inquiries, complaints and technical support for mobile phone navigation
