WORK HISTORY
Real-Time Analyst - Workforce Management
Ibex | July 2020 - present
AILA OROCIO
Co-authored Playbooks and Reports
Launched a new campaign
Real-time monitoring, reporting and Data
Analysis
Mitigate risks by providing real-time solutions
Quality Analyst
Ibex | November 2019 - July 2020
PERSONAL SUMMARY
I have a high regard for work
ethic and integrity. I am at my
best and most productive state in
a more collaborative environment
that values respect. I am processdriven and time-concious. Lastly, I
like
to
find
solutions
to
inefficiencies.
Audited a maximum of 60 calls per week. The
task requires being keen on details
Ensuring excellent customer service is met by
doing one on one coaching and a quick touch
base with the team to acknowledge positive
performance and discuss room for
improvements
Report fraudulent activities by upholding a
strong regard for integrity
Customer Service Representative
Ibex | August 2019 - November 2019
CORE SKILLS
Data Analysis
Reporting
Team Management
Quality Analysis
Recruitement
Multi-tasking
Process-driven
MS Office
Google Workspace
Canva
Verint
Outlook
Slack
CONTACT DETAILS
Email:-Mobile:-
LinkedIn: @ailaorocio
Handle a maximum of 100 calls, especially
during peak seasons
Scored 27 "Yes" surveys out of 30 Surveys
submitted
Ensuring KPIs are met by following through
the process
Program Control Services
Accenture| July 2015 - July 2016
Provides administrative support and basic
project management support function
Track team Time and Productivity
Create and Edit internal email postcards for
our Australian-New Zealand counterparts
Create and Update Team Calendar using Excel
Handles travel requests and approval for AUSNZ Executives
Updating content and layout for the internal
sites using HTML codes
Assist in other Adhoc tasks
EXPERIENCE CONT'D
Customer Service Representative
Convergys| August 2014 - May 2015
Answering customer's inquiries and request
specifically about their mortgages as well as
processing mortgage payments
Ensuring KPIs are met such as AHT without
impacting the quality of the call
HR Associate
Savemore| March 2014 - July 2014
Recruitment Process and employee screening
Employee orientation and training
Employee Time Tracking by validating Bundy
Clock Machine Time logs
Oversee 3 to 4 Savemore branches from Cebu
City, to Mandaue City and Consolacion
Ensuring employees have high regard for
professionalism by following company rules
and regulation
WORK REFERENCES
Mark Antonie Saliot
Workforce Assistant Manager
Mobile:-
Rhojen Rubayan
Team Manager (Prev. Quality Analyst)
Mobile:-
Vanissa Auxilio
Program Control Services Senior Analyst
Mobile:-
