2003
Bachelor of Arts Major in Political Science
Ateneo de Naga University
More Info About Me
• Twelve years of experience in customer-facing and back-office roles in the BPO industry
• Excellent knowledge and understanding of Workforce Management
• Adequate knowledge of call center operations, metrics, tools and resources being utilized by Workforce Management
• Proficient in MS Office applications
• Attention to detail and strong ability to identify trends and best course of remedial action to support service delivery
• Fun-loving tatted-up and dreadhead mom who’s passionate about arts, music, culture and nature
My Skills and Competencies
Social Media Management
Virtual Assistant
Data Entry
Content Creator
Certificates
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My Experience and Education
2015
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2019
Manulife Business Processing Services
(Senior Workforce Analyst)
• generate and maintain agent schedules across Canadian sites for a minimum of four weeks
• actively manage call volumes in all sites to ensure optimal staffing levels
• process agent vacation leave applications, shift swap approval requests, parental leave, etc.
• create accurate and timely reports that reflect the teams’ performance and tracks and report system issues which impacts production
• execute WFM intraday requirements such as performance reports, trend analysis, short term reforecasting
• communicate effectively with cross-functional teams re staffing discrepancies especially to team leaders, team managers and site directors
• maximize the use of department technology to improve division efficiency and effectiveness and act as a single point of contact in the evening for WFM
2010
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2013
HSBC Electronic Data Processing Inc.
(Collections Associate for US and Australia)
• act as a liaison between creditor and clients in order to collect outstanding payments for credit cards that are in arrears for more than 60 days
• negotiate debt payments to clients and prepare repayment plans to help with recovery process
• contact debtors by telephone and emails to negotiate debt recovery
• provides settlement programs to clients who are willing to rebuild their credit scores
2008
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2009
Western Union Financial Services Phil. Inc.
(Workforce Realtime Analyst)
• responsible for real-time monitoring, queue management and adherence tracking of agents
• monitor, track and report site activities and employee occurrences; communicate staffing discrepancies to team leaders and site directors
• facilitate agent skill assignment
• plot exception segments into the Workforce Management tools in a daily basis
• report leave allocations to WFM that may trigger changes in staffing plan and schedules
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.