Resourceful Call Center Representative and Real Time Analyst who consistently meets and exceeds productivity goals. Proven capacity to troubleshoot, analyze and investigate to resolve a certain issue quickly. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Seeking a challenging opportunity where I will be able to utilize my strong organizational skills, educational background, training and work experience, and ability to work well with people, which will allow me to grow personally and professionally.

• July 2021 – Present
Sr. Representative, Real Time Management
Concentrix – IT Park Cebu
- “Responsible for planning, creating and communicating forecasts and schedules”.
- “Maintaining the right headcount, calculating call capacity and ensure service level target are met”.
- “Reporting and data management activities around scheduling, forecasting and data analysis”.
- “Work with operations team to create and follow scheduling rules in line with the business requirement”.
- “Collects daily Unplanned exceptions (call outs, late) and administers those updates into the workforce management system’.
- “Completes post-mortem analysis to highlight areas of opportunities and planning adjustment”.

• April 2021 – July 2021
ERU
Concentrix – IT Park Cebu
- “Resolve the client’s complaint by understanding the scenario and routing it to the correct department that handle the situation”.
- “Make a follow up on those emails routed to different department’.
- “Get in touch with the customer regarding his/her complaint and provide conlusion”.

• April 2019 – April 2021
Customer Service Representative
Concentrix – IT Park Cebu
- “Processing a variety of customer transactions accurately an efficiently”.
- “Performing account maintenance on personal and certificates of deposits accounts’’.
- “Educate existing and potential customers on our products and services”.
- “Providing quality customer service and efficiently takes care of customers’ concerns”.
- “Assisting the tellers when necessary to service customers and to expedite wait time’’.

• July 2018 – February 2019
ESL Instructor (C)
New Frontier Mabolo,Cebu City
- Educate students from other Asian Countries like Korea, China Taiwan, etc. on English Skill.
- Follows the company’s set lesson plan in teaching English”.
- Ensure that my student will pass a certain level of examination at the end of their set timeline in the company.