2010
Bachelor of Science in Business Administration Major in Management
Saint Clare College of Caloocan
More Info About Me
I am a seasoned professional with extensive experience in workforce management within call center environments. Over the years, I have honed my skills in forecasting, scheduling, and optimizing resources to ensure operational efficiency and exceptional customer service. Recently, I've discovered a newfound passion for the virtual assistance industry, drawn to its flexibility and dynamic nature. With a blend of strategic planning, analytics, and a strong commitment to excellence, I am excited to leverage my expertise in workforce management to excel in providing virtual assistance services. My goal is to seamlessly integrate my experience into this evolving field, delivering tailored solutions and exceeding client expectations in every endeavor. Outside work and career, I am a simple, out-going and friendly person who loves nature and finds contentment in the presence of the people I care the most.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
My Experience and Education
2021
-
2024
TDCX
(Global - Workforce Analyst & Capacity Planner)
Ensure the smooth functioning of various call centers across different locations
and to provide real-time support to respective vendor WFM specialists. Responsible for global
real-time monitoring, incident management, net staffing management, escalation point,
performance optimization, communication, scheduling and coordination across all vendors
globally.
2016
-
2021
Amaysim
(Workforce Analyst I)
Responsible in optimizing staffing levels, improving operational efficiency, and
ensuring that the call center meets service level objectives while effectively managing resources.
2014
-
2016
Teletech
(Subject Matter Expert – Technical)
Responsible in providing advanced technical assistance, training frontline
agents, managing escalations, and driving continuous improvement to ensure high-quality
customer support experiences.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.