Experience

Mumzworld.com

• United Arab Emirates
• Technology, Information and Internet
• 200 - 300 Employee

• Management Information System Analyst - WFM

  • Aug 2022 - Present

  Manage Queue Chat, Voice and Ticket line of Business Creates schedule and break schedule for all employee’s base on business needs. Creates reports such as, AHT, Agent KPI Performance, Backlogs, Contact Reason, FCR, Intraday, Weekly and monthly reports. Creates tools or access for all agents. Does Projection / Forecast on SLAs, required agents, contacts. Creates analysis or RCA whenever needed. Creates Incidents report on system issues or outages. Coordinates with others department for operations need. Manages all offline activities with operations. Uses Magento, Netsuite, Czentrix and Freshdesk as tools. Show less



Sitel Group

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Real Time Analyst

  • Jul 2017 - Mar 2022

  Real Time Analyst – Workforce Management  Manage Call Volume  Manage daily attendance and program break schedule  Work side by side with operations to analyze and help improve their delivery process  Process and calculates the number of inbound calls for the upcoming intervals: days, weeks, months, or even years.  Planning staff according to call patterns and skills sets results in a boost in service levels, improved first-call resolution  Monitors queue and reports intraday to anticipate the unexpected to happen by doing reforecast  Prepares and consolidates daily reports such as Lost hours, adherence, intraday report, Agent performance report. Show less



Census International Company LLC

• Facilities Services
• 1 - 100 Employee

• Customer Care Specialist

  • Sep 2013 - Jun 2016

  Customer Care Specialist  Inbound / Outbound calls.  Handling Census email address and online requests.  Register problems, job requests for corrective, preventative and soft services issues.  Manage company’s Facebook page.  Study faults and solutions history.  Makes Service level analysis, Daily and Monthly reports.  Quotation status and revenue reports.  Process, activates, update and keeps all new and old maintenance contracts.  Handling customer escalations and requests and responding in a timely manner with a satisfactory response.  Monitor and evaluate calls for Quality assurance. Show less



Alorica

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Technical Support Specialist

  • Jan 2013 - Sep 2013

  Technical Support Representative Tier 2 - T-Mobile  T-Mobile - is a telecommunications company with the largest 4G network in America.  Handles technical escalated or level two calls.  Troubleshoots all kind of mobile platforms such as Apple, Blackberry, Google Phone, Nokia and Samsung both software and hardware problem. Technical Support Representative Tier 2 - T-Mobile  T-Mobile - is a telecommunications company with the largest 4G network in America.  Handles technical escalated or level two calls.  Troubleshoots all kind of mobile platforms such as Apple, Blackberry, Google Phone, Nokia and Samsung both software and hardware problem.



Sutherland

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Real Time Analyst

  • Oct 2011 - May 2012

  Centralized Operations, Call Center Operations Desk – Play.com & Direcpath Analyzing, monitoring and reacting to real-time staffing levels and call volumes, busy lines, production issues and the optimization of skill sets to avoid development of call queues and raise any issues to local Management Team. Accurately collating and tracks all core and non-core activities on a real-time basis to ensure up to date intra-day forecasts and accuracy in shrinkage calculations. Makes Real time reporting to clients and operations team with the use of MS Excel. Show less

• Customer Service Representative

  • Oct 2009 - Oct 2011

  Customer Service Representative – Play.com Play.com is the no.1 online retail store in the United Kingdom. Sells DVD, Blu-ray, Video Games, Books, Clothing, Electronics, Mobile Phones, Gifts, Gadgets, Toys for all ages. Answers incoming calls, taking orders, answer inquiries and questions, handle complaints, troubleshoot problem and Data Entry. Does Back office works such as Data Encoding, Emails, Chat, Content Moderating, Account Analysis and Fraud Check.



St. Paul College of Technology - Tarlac City

• Philippines

• College Instructor

  • Dec 2008 - May 2009

  College Instructor, HRM department  Facilitation of Learning. Plan, prepare and deliver instruction and facilitate the learning of students in associate degree, technical diploma, basic education, continuing education, and contract training programs. Assess the learning outcomes of students at the unit, course, and program level.  Classroom Management. Fulfill assigned schedule, maintain accurate student attendance and grade records, maintain instructional environment with emphasis on safety, housekeeping, and equipment security, and ensure opportunities for student/participant evaluation.  Interpersonal/Team Skills. Participate in activities of the instructional team, including planning, development, scheduling, and budgeting as a cooperative and professional team player. Show less