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Bachelor of Electronics and Communication Engineering
Wesleyan University Philippines, Cabanatuan City
More Info About Me
Dedicated and versatile professional with over 9 years of experience in technical support, real-time management, and Reporting. Proven track record in troubleshooting complex issues, optimizing workforce schedules, and delivering actionable insights through data analysis. Skilled in customer service, team leadership, and process improvement.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2023
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2024
IBEX PHILIPPINES
(WFM Reporting Analyst)
Develop and maintain comprehensive reports from multiple data sources, including databases and Excel
Transform complex data into actionable insights for business improvement and decision-making
Create reports to support employee incentive programs, enhancing team performance and motivation
2019
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2023
CONCENTRIX PHILIPPINES
(Sr. Representative, Real Time Management)
Analyzed call volume trends to optimize scheduling, ensuring program service levels were met consistently
Managed workforce planning, including forecasting and staffing for optimal resource allocation
Monitored agent behavior in real-time using AVAYA and AMAZON systems to improve performance and adherence
Led the transition from inbound call handling to case management, improving operational efficiency
2019
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2019
CONCENTRIX PHILIPPINES
(Technical Support Representative Tier 2)
Resolved complex technical issues for voice, internet, and data services
Served as Subject Matter Expert (SME) and Admin, providing guidance to junior team members
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.