Remmiel Jhay Paraiso

Virtual Assistant
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𝑪𝒂𝒓𝒆𝒆𝒓 𝑶𝒃𝒋𝒆𝒄𝒕𝒊𝒗𝒆

Seeking to transition into a Virtual
Assistant role to leverage my experience
in the BPO industry. With a proven track
record in workforce management and
operations optimization, I am eager to
apply my skills in a new capacity.
Committed to delivering exceptional
support, driving efficiency, and
exceeding client expectations in a virtual
environment.
𝑺𝒖𝒎𝒎𝒂𝒓𝒚

Experienced Workforce Real Time
Analyst with 6 years of BPO industry
success. Proficient in various workforce
management systems including Avaya,
Aspect, RTA, CMS, Harmony, InContact,
Bright Pattern, IEX, Genesys, and Verint.
Advanced MS Office skills for
performance analysis and strategic
recommendations. Skilled in
collaboration and building strong
partnerships. Managed 1,300 FTE
efficiently.
𝑪𝒐𝒏𝒕𝒂𝒄𝒕

Bancal, Carmona, Cavite, 4116
(+63) 995 103 0198
rj.paraiso2@gmail.com
𝑬𝒅𝒖𝒄𝒂𝒕𝒊𝒐𝒏

Bulihan National High School
Bulihan, Silang, Cavite
𝑷𝒆𝒓𝒔𝒐𝒏𝒂𝒍 𝑰𝒏𝒇𝒐𝒓𝒎𝒂𝒕𝒊𝒐𝒏

Nationality: Filipino
Date of Birth: 26th September 1998
Age: 25 years old
Gender: Male
𝑷𝒓𝒐𝒇𝒆𝒔𝒔𝒊𝒐𝒏𝒂𝒍 𝑬𝒙𝒑𝒆𝒓𝒊𝒆𝒏𝒄𝒆

𝑾𝒐𝒓𝒌𝒇𝒐𝒓𝒄𝒆 𝑹𝒆𝒂𝒍 𝑻𝒊𝒎𝒆 𝑨𝒏𝒂𝒍𝒚𝒔𝒕
Concentrix (Independence Blue Cross)
November 2023 - April 2024
➤ Monitor agents' realtime activities and call volume
➤ Generate necessary reports indicating the status of each lines of business
➤ Maintain service level to meet KPIs
𝑾𝒐𝒓𝒌𝒇𝒐𝒓𝒄𝒆 𝑹𝒆𝒂𝒍 𝑻𝒊𝒎𝒆 𝑨𝒏𝒂𝒍𝒚𝒔𝒕
Everise (BJ’s Wholesale, CS Dental, Tranzact, Humana)
March 2020 – November 2023
➤ Manage multiple accounts across different lines of business, ensuring smooth operations and meeting client and company financial goals
➤ Analyze real time call trends and make necessary staffing adjustments to optimize resource allocation, maintain service levels, and meet key performance indicators (KPIs) such as Service Level and Schedule Adherence
➤ Collaborate with various departments to ensure efficient Intraday Performance
➤ Serve as the point of contact for escalations, outages, system issues, and other production-impacting situations, resolving them promptly and effectively
➤ Update schedules and respond to escalated issues and ad hoc requests in a timely manner
➤ Strategically plan off-phone events to maximize agent productivity
➤ Maintain strict confidentiality regarding organizational strategies, objectives and practices
𝑾𝒐𝒓𝒌𝒇𝒐𝒓𝒄𝒆 𝑨𝒅𝒎𝒊𝒏
Everise (admin tasks)
August 2019 – February 2020
➤ Enter daily exception requests to ensure accurate tracking of employee schedules
➤ Process IVR call-ins for lateness and absences, maintaining accurate records
➤ Respond promptly and accurately to email requests from the Operations team, addressing scheduling and workforce-related inquiries
𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑺𝒆𝒓𝒗𝒊𝒄𝒆 𝑹𝒆𝒑𝒓𝒆𝒔𝒆𝒏𝒕𝒂𝒕𝒊𝒗𝒆
Everise (Hertz, Humana)
April 2018 – July 2019
𝐇𝐞𝐫𝐭𝐳:
➤ Provide exceptional customer service by promptly addressing inquiries, concerns and requests
➤ Assist customers in making vehicle reservations, changes and cancellations
➤ Handle customer complaints and find appropriate solutions for customer satisfaction
➤ Educate customers on additional services, upgrades and loyalty programs offered by Hertz
➤ Process payments, refunds and adjustments accurately and efficiently
➤ Maintain detailed records of customer interactions and transactions
𝐇𝐮𝐦𝐚𝐧𝐚:
➤ Provide exceptional customer service by addressing inquiries and concerns from members and healthcare providers
➤ Assist members in navigating their healthcare benefits and addressing claims related inquiries
➤ Educate members on available healthcare programs, services and wellness initiatives
➤ Maintain accurate documentation of member interactions and transactions
➤ Follow company protocols and guidelines to ensure compliance with regulatory requirements
𝑹𝒆𝒇𝒆𝒓𝒆𝒏𝒄𝒆𝒔

Available upon request