Talking about my experience, I started working as TSR/CSR way back 2008; then I was cross-trained agent in a different line of business. Worked my way to be a Reports Analyst, where we create, generate, and maintain reports on a daily/weekly/monthly/YTD basis, depending on the client's needs. I also worked as Real-time Analyst, dealt with real-time strategic decisions to meet the different goals of the account per interval/day/month. Then moved back to operations as a Team Manager to lead, monitor, and supervise a group composed of 15 to 20 team members to achieve their individual and team goals. It also involved customer negotiation via escalation calls and working with clients to test new projects. After that I became a Senior Analyst of Resource Management department, worked on Onboarding and Off boarding employees, process documentations, weekly and monthly reports, incident management and escalations. Overall, I have 13 years of BPO experience. But don’t stop from learning so I decided to join the General Virtual Assistant Training in PROVA.PH by Coach Dham to have the additional knowledge of being a professional virtual assistant.
Education: Bachelor of Science in Information Communications Technology
General Virtual Assistant Training - ProVAPH by Coach Dham
Graphic Design
Social Media Manager
Facebook Ads Manager
Data Entry
A visual communicator, often employed or contracted by in-house teams or design agencies to give a visual identity to a company’s message.
Data entry Keyers are responsible for inputting a high volume of data from multiple sources into a database, ensuring that all.
Facebook ads by getting inspiration from a few of our ad examples that have seen success.
Work to promote and strengthen an organisation's brand(s) using social media platforms.
2017 - 2021
• Handle Critical, Escalated, and Out-of-Service Level Agreement Incident Management Tickets.
• Handle End-to-End Onboarding Tickets for our Outsource Service Provider.
• Manage all Aceyus/Reporting related concerns.
• Discuss open tickets to OSP's by leading a weekly review.
• Update Weekly Review Deck.
• Create/ Update reports as needed by business owners, partners and operations.
• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals and department expectations.
• Partner with other members of the Real Time Analysis Team as necessary to continuously improve team performance and achieve departmental goals and objectives.
• Analyzes and escalates issues that may impact the business’ ability to manage call volume
• Handles onboarding and tracks change of status (terminations, new hires, transfers) for production and support functions in the business and business objectives that have been established.
• Leads special projects related to demand and Understands basic business needs enough to offer simple telecommunications solutions.
• Handle basic support of RPA (Robotic Process Automation) project.
2016 - 2017
• Providing positive, consistent, fair and committed leadership to the team.
• Actively pursuing a team environment focused on the achievement of the project's high quality standards and high performance goals.
• Recognizing their team's deficiencies and developing action plans to overcome them.
• Meeting monitoring goals and completing related reports.
• Providing effective feedback and coaching to the agents.
• Recommending innovative suggestions on incentive programs to motivate floor staff.
• Providing coverage on the floor as directed.
• Other duties and projects as required.
2014 - 2016
• Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals and department expectations.
• Ensure real time inbound and outbound staffing levels are met through maintaining campaign statistics, campaign strategy, campaign scheduling, and agent performance based on program targets provided.
• Produce and distribute recommended annual, monthly, and daily staffing requirements for the call center to ensure proper scheduling, forecasting, and smooth workload distribution based on program targets provided.
• Assist management with scheduling and forecasting and provide real time schedule adjustments and staff analysis based on established call volume standards and employee attendance and schedule deviations.
• Partner with other members of the Real Time Analysis Team as necessary to continuously improve team performance and achieve departmental goals and objectives.
• Knowledge, understanding, and compliance with all applicable Federal and Local laws and regulations relating to job duties.
• Knowledge, understanding, and compliance with NCO policies and procedures.
• Maintain knowledge of functional area and company policies and procedures.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.
