2015
High School Diploma
Bulihan National High School
(Bulihan, Silang, Cavite)
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Hey, there! I'm ππ«π£π‘ππ², your fantastic virtual support! π
I have a strong feeling that you're in search of a virtual sidekick. π₯
Look no further! Your quest concludes right here β with ππ! ππ»
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I have 6 years of thriving experience in the BPO industry, and I've honed my skills as a seasoned Workforce Real-Time Analyst. I have experience managing diverse teams across multiple regions like the US, Guatemala, and the Philippines, to optimize operations with top-notch systems like Aspect, Verint, and more, where my expertise runs deep. Now, I'm ready to pivot into the world of πππ§π©πͺππ‘ πΌπ¨π¨ππ¨π©ππ£ππ. β¨
As I embark on my journey into freelancing, I want to assure you that I'm adaptable and quick to grasp new concepts easily. I'm enthusiastic and always proactive in exploring new tools and methods to improve my work. I take pride in finding innovative ways to automate tasks and make processes more efficient. Dedication, flexibility, and punctualityβthese are my core values to ensure I deliver high-quality work consistently. Ultimately, my goal is to simplify your day-to-day operations, creating a partnership that benefits us both. πͺ
Let's connect and explore how I can seamlessly integrate my skills to elevate your virtual team! π
My Skills and Competencies
Attention to Detail
Customer Service
Communication
Organization
Computer Skills
Problem-solving
Confidentiality
Time Management
Certificates
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My Experience and Education
2023
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2024
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β€ Conducting real-time analysis of call trends to make staffing adjustments, optimize resource allocation, and meet key performance indicators like Service Level and Schedule Adherence. Updating schedules, responding to escalated issues promptly, and strategically planning off-phone events to boost agent productivity are key responsibilities. Additionally, strict confidentiality is maintained regarding organizational strategies and practices.
2019
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2023
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β€ Manage multiple accounts across different Lines of Business, ensuring smooth operations to meet client and company financial goals
β€ Collaborate with various departments to ensure efficient Intraday Performance
β€ Serve as the point of contact for escalations, outages, system issues, and other production-impacting situations, resolving them promptly and effectively
β€ Proficient in various workforce management systems including Avaya, Aspect, RTA, CMS, Harmony, InContact, Bright Pattern, IEX, Genesys, and Verint
β€ Advanced MS Office skills for performance analysis and strategic recommendations
β€ Managed 1,300 FTE efficiently
2018
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2019
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β€ Provide exceptional customer service by promptly addressing inquiries, assisting with reservations, handling complaints, and educating customers on services and programs
β€ Process payments accurately and maintain detailed customer records
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β€ Address inquiries and concerns from members and healthcare providers with professionalism
β€ Assist members with healthcare benefits, educate them on available programs, and maintain accurate documentation
β€ Adhere to company protocols and regulatory requirements
My Services
Admin Assistance
Act as a virtual right hand, which can help clients manage day-to-day operations efficiently and effectively.
Customer Service
Experienced customer service provider with strong empathy and computer literacy.
Data Entry
Precise input and maintenance of data within systems, guaranteeing data integrity and completeness.