2015
Hotel Restaurant Tourism Management
Western Mindanao Foundation College
More Info About Me
Sr. Real Time Analyst with 2 years and 9 months of experience in BPO company.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2020
-
2022
Concentrix
(Sr. Real-Time Analyst)
*Monitor critical business operations and performance indicators at an interval level in real-time, , call volumes, average handle times, queue time, call center agent availability, and call center service level adherence
*Conduct trend analysis of call volumes and business activities to anticipate and recommend changes in daily and long-term strategy
*Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of concern
*Creates short and long-range analysis plans to meet business objectives
*Receive, review, and make decisions for same day, unplanned, off-phone requests
*Pro-actively communicate and follow up with site operations to execute all planned and real-time activities
2018
-
2019
Concentrix
(Subject Matter Expert)
*Verifying technical reference information, including user guides, training manuals, and system requirements.
*Serve as a resource for other departments within the company
*Conduct research and analysis to support decision-making
*Train and assist new employees on the company’s products, services, and processes
2016
-
2018
Concentrix
(Customer Service Representative)
*Acknowledging and resolving customer complaints.
*Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
*Assist in creating ways for delivering excellent customer service to irate or problematic customers
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.