2019
Bachelor of Science in Information Technology
Jose Rizal University
More Info About Me
I started my career as a Customer Service Representative for an Australian Internet Service Provider, focusing on sales and developing strong communication skills and a customer-centric approach. After a few years, I transitioned to a Chat Support Representative role. My commitment to excellence led to a promotion to Real-Time Analyst/Data Analyst, where I managed data, performed in-depth analysis, and handled reporting tasks. With 2 years of experience in this role, I continue to grow and refine my expertise.
My Skills and Competencies
Tablue
Spreadsheet/Excel
Data Entry
Relic
Strong Communication Skills
Data Analysis
Certificates
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My Experience and Education
2023
-
2025
Telrcom Solutions Inc.
(Real Time Data Analyst)
As a Real Time Data Analyst. This role involved managing spreadsheets, performing detailed data analysis. I handle manpower forecasting, track agent performance. I oversee scheduling, approve leaves, and ensure productivity standards are met.
2021
-
2023
Telrcom Solutions Inc.
(Chat Support Representative)
Ensuring that customers are getting the best experience they need and making them stay as a loyal customer by giving them outstanding customer support experience.
2019
-
2021
[24]7.ai
(Customer Service Representative)
Accounts:
Kohl’s (US Retail): Handled online orders, resolved issues with items or packages (e.g., replacements, re-orders, price adjustments, promotional code errors), and processed refunds.
Bed Bath & Beyond (US Retail): Monitored and tracked online orders, provided accurate resolutions for customer concerns (e.g., refunds, replacements), and offered compensation based on shopping experience.
Walmart (US Retail): Assisted with COVID-19 vaccination appointments, educated customers about the vaccine, and provided guidance for setting future appointments.
OPTUS (Australia Telco): Explained and corrected monthly bills to ensure customers received optimal service value, managed retention efforts, and performed basic troubleshooting.
My Services
Data Management
As a Data Analyst, I analyze data, create reports, and use tools like Excel, Relic, Looker, and Tableau for insights.
Workforce Management
I optimize workforce efficiency by forecasting demand, managing staffing, and processing agent leave requests.
Real-Time Analyst
I monitor agents' real-time performance, breaks, and pull-outs to optimize workflow and maintain service levels.