2021
Bachelor of Arts in English, Major in Language Studies
Arellano University
More Info About Me
I am a knowledge hungry individual, always seeking to learn new things. I’ve worked in the BPO industry for the past 10 years starting as a Customer Service Rep and now part of Workforce Management. In the last 3 months, I started my journey as a Search Optimization Specialist. Recently, I completed an in-depth training with seasoned SEO Managers.
My Skills and Competencies
Social Media Management
SEO
Data Entry
Content Creator
Microsoft Excel
Certificates
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My Experience and Education
2016
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2022
Sterling Talent Solutions Philippines Inc
(Workforce Team Leader)
• Collaborate with Global CS Managers and develop staffing schedules based on business factors, i.e., vacation, new hires, OT/VTO requirements, monitor & schedule exceptions to ensure service levels are consistently met. This is for Manila, Mumbai, and US sites.
• Supervise and promote the professional development of assigned analyst/s through selection, development, and exploration of more effective methods of managing Workforce Management disciplines, projects, and time management.
2015
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2016
ANZ Global Operations Philippines
(Phone Banking Officer)
• Answered queries relating to banking inquiries of account holders
• Products that we supported were credit cards and loans
2010
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2015
Expert Global Solutions (now Alorica)
(Customer Service Team Manager)
• I led up to 15 customer service reps to provide excellent day to day operations with customers of the client we supported
• Conducted coaching and feedback sessions with the reps that I led which included root cause analysis to identify performance issues and areas for improvement
• Created daily, weekly, and monthly reports for higher Management
My Services
Search Engine Optimization (SEO)
Helping companies and online stores increase traffic, lead count, sales and grow through SEO.
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.