Experience

Second Nature

• United States
• Software Development
• 1 - 100 Employee

• Account Manager

  • May 2021 - Present



Outsourced Doers

• Remote

• Workforce Planning Manager

  • May 2021 - Jun 2022



VSee

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Engineer

  • Mar 2020 - Mar 2021



Orizaba E-commerce(Amazon, Ebay & Shopify)

• Customer Service Manager

  • Jul 2018 - Jul 2020



PSI Services LLC

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

• Channel Care Administrator

  • May 2018 - Apr 2020

  Reset Proctors Login in ATLAS(Web Tool), Email Management (Gmail and Outlook), Update Proctors data file through google docs, Manage and update scheduling tool for schedule examination session. Reset Proctors Login in ATLAS(Web Tool), Email Management (Gmail and Outlook), Update Proctors data file through google docs, Manage and update scheduling tool for schedule examination session.



US Global Tech

• Region XI - Davao, Philippines

• Technical Sales Manager

  • Jun 2015 - Jan 2018

  Remote customer personal computer and run a quick diagnosis. Guide customer to fill up the form to proceed with the PC clean up and update CRM. Remote customer personal computer and run a quick diagnosis. Guide customer to fill up the form to proceed with the PC clean up and update CRM.



Sutherland Global Services

• Region XI - Davao, Philippines

• Real Time Analyst

  • Nov 2010 - Mar 2015

  *Improve the quality of historical data *Use advanced tools to build better forecasts and schedules *Integrate staffing needs for other channels into schedules *Develop a tiered staffing approach that improves efficiency and morale *Create a plan to "react in advance" *Prepare for the future with long-term models *Increase your value to the organization by... -Increasing forecast accuracy -Preparing more effectively for long-term planning and budgeting -Reducing the chaos in your center -Improving the consistency of operational results -Generating higher levels of employee and customer satisfaction Duties and Responsibilities: *Open and close inbound and outbound campaign as required. *Responsible for entering and reporting on Call Center and associates schedules and exception activity. *Uses spreadsheets and/or workforce tool to maintain statistics. *Maintains information on employee activity and status including schedule and break assignments, vacations, and calendar events. *Analyzes information on agent activity and forwards to appropriate audience. *Analyze real time service level and occupancy results and identify and explain gaps in performance. *Records employee attendance incidents. *Monitors daily service levels, abandoned calls levels, and associate productivity. *Monitors the Call Center viewing statistics and issuing alerts as appropriate. *Monitors Long breaks and ACW. *Assists in processing time off requests. *Assists in processing schedule change requests. *Generates hourly reports. *Updates skills. *First point of contact for all escalations (Clients, Technical system issues, Phone outage, etc). Show less



CTR Data Research

• Region XI - Davao, Philippines

• Team Leader

  • Aug 2010 - Sep 2012

  Maintain Survey Quota, Meet weekly Deadlines, Monitor Employee Calls, Repot Directly to CTR Data Management, Attend weekly Team Leader meetings. Maintain Survey Quota, Meet weekly Deadlines, Monitor Employee Calls, Repot Directly to CTR Data Management, Attend weekly Team Leader meetings.



Global Connect eSolutions

• Outsourcing/Offshoring
• 1 - 100 Employee

• Workforce Manager

  • Feb 2008 - Nov 2010

  *The Senior Workforce Specialist will be responsible for the call volume forecast, hire plan, and capacity planning for the GCeS Contact Center Operations. *The position provides direction and recommendations on short-term (one to three months) and long-term (four to twelve months) impacts to staffing plans for all products supported to the call center(s) senior management and workforce organizations on a weekly basis to ensure that service level expectation and operational effectiveness is achieved. *This position is also responsible for the workforce analysis on all call center migration activity and new business opportunity. *Additional responsibilities include producing forecasts for vendor sites that in turn create staffing models of their own. These vendor forecasts are monitored and used in assessing vendor performance and compliance to contractual staffing obligations. *The position provides workforce analysis on agent, seat, and efficiency expectation for current business migration plans (from site to site) and new business opportunities. *This position also requires working with the Finance departments on monthly and annual financial forecasting and planning. *This position is also responsible for supporting special projects that require workforce analysis. Show less



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Realtime Resource Coordinator(Workforce Specialist)

  • Mar 2007 - Dec 2007

  *Improve the quality of historical data *Use advanced tools to build better forecasts and schedules *Integrate staffing needs for other channels into schedules *Develop a tiered staffing approach that improves efficiency and morale *Create a plan to "react in advance" *Prepare for the future with long-term models *Increase your value to the organization by... -Increasing forecast accuracy -Preparing more effectively for long-term planning and budgeting -Reducing the chaos in your center -Improving the consistency of operational results -Generating higher levels of employee and customer satisfaction Duties and Responsibilities: *Open and close inbound and outbound campaign as required. *Responsible for entering and reporting on Call Center and associates schedules and exception activity. *Uses spreadsheets and/or workforce tool to maintain statistics. *Maintains information on employee activity and status including schedule and break assignments, vacations, and calendar events. *Analyzes information on agent activity and forwards to appropriate audience. *Analyze real time service level and occupancy results and identify and explain gaps in performance. *Records employee attendance incidents. *Monitors daily service levels, abandoned calls levels, and associate productivity. *Monitors the Call Center viewing statistics and issuing alerts as appropriate. *Monitors Long breaks and ACW. *Assists in processing time off requests. *Assists in processing schedule change requests. *Generates hourly reports. *Updates skills. *First point of contact for all escalations (Clients, Technical system issues, Phone outage, etc). Show less