2010
BSC – Financial Management Accounting
Technological Institute of the Philippines - Manila
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2020
-
2023
Dexcom Philippines Inc
(Workforce Management Analyst I)
-Manage daily and interval schedule adherence and compliance, update intra-day plans accordingly, communicate revised SLA expectations to CoE and Operations leaders
- Manage real time monitoring via available tools and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level performance goals and business objectives
-Check attendance line regularly and notify leadership of exceptions
-Evaluate intra-day performance reports to determine staffing needs before approving time off or scheduling off-phone activities
-Manage the communication with the Operations teams and business partners to coordinate needed staffing adjustments based on current and forecasted results
-Create a positive work environment that fosters successful team performance
-Assist with resolving technical issues encountered by representative and impacting their ability to assist customers (assist with opening tickets and/or pulling in the correct technical resources)
2019
-
2020
VXI Global Solutions
(Real Time Analyst)
-Responsible for managing the intraday performance of one program or line of business within a Call Center environment. This position will utilize monitoring systems to ensure appropriate staffing levels and agent availability to meet client expectations and the company’s scheduling standards.
-Inputs intraday corrections and exceptions into systems for agent time off and absences – Real time staffing, unplanned absences, what is the running unplanned and reasons.
-Monitors inbound volume for unusual activity to ensure staffing needs are met – Interval staffing management, monitors service level, and call out those who are in unplanned AUX or long ACWs or unauthorized outbound calls.
-Recognize abnormal scheduling issues and escalate as necessary – Example: if a team was supposedly to be in an opening shift but in the system they are not, report and email to Scheduling team to correct. Approved VLs that are not plotted in agent’s schedules, email to scheduling team to investigate.
-Initiates and coordinates trouble tickets and escalate issues as required – downtime, system issues
-Prepares standard and ad hoc reports for agent availability effectiveness – sending performance and productivity reports to Management
2018
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2019
VXI Global Solutions
(Technical Support Representative)
-Helps with the technical concern of the customer about internet, Cable, and home phone.
-Provides assistance in understanding bills, rewards/gift card.
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.