Dedicated and versatile professional with over 9 years of experience in technical support, real-time management, and data analysis. 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.

• Technical Support & Troubleshooting
• Real-Time Management & Forecasting
• Data Analysis & Reporting
• Workforce Optimization
• Team Leadership & Training
• Customer Service Excellence

Filipino (Native), English (Fluent)

• Amazon Connect
• IEX Workforce Management
• CMS (Content Management Systems)
• Microsoft Office Suite (Excel, Word, PowerPoint)
• Basic IT and Workstation Management
• Google Sheet, Google Drive

• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Adaptable to fast-paced environments and new technologies
• Proficient in multitasking and prioritizing tasks

August 2023 - Present

Reporting Analyst, IBEX PHILIPPINES

• 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

August 2019 - August 2023

Sr. Representative, Real Time Management, CONCENTRIX PHILIPPINES

• 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

April 2019 - August 2019

Technical Support Representative Tier 2, CONCENTRIX PHILIPPINES

• Resolved complex technical issues for voice, internet, and data services
• Served as Subject Matter Expert (SME) and Admin, providing guidance to junior team members

July 2015 - March 2019

Technical Support Representative Tier 1, CONVERGYS PHILIPPINES

• Provided first-level technical support for customers, troubleshooting and resolving issues efficiently
• Consistently met or exceeded performance metrics for call handling and customer satisfaction

Bachelor of Electronics and Communication Engineering (4th Year)