I NOCENCIO , A IZEL R .-| - | Bulacan Philippines
PROFESSIONAL SUMMARY
WORKFORCE Real Time Administrator for 5 years and 7 months and in a BPO company for
10 years. Has an experience in taking in calls and assisting the person on the other line,
working with Microsoft tools, and sending reports to the operations team and clients. I look
forward to transferring my work experience and skills with your company.
ADMINISTRATIVE SKILLS
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Handled reports that to be sent out to the clients and Operations team
Plotting agent’s schedule, PTOs, VTOs, Break and Lunch adjustments
Managed the site performance by collating and organizing the numbers to present
to the managers within the given time
Answering emails, MS Teams and other line of communications
Assisted in various activities to boost performance of the employees
ANALYTICAL SKILLS
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Analyzed the volume of incoming calls and how handle it per interval
Experienced in decision making
Ability to identify new solutions to unexpected issues
Open communication between operations and clients
KNOWLEDGE AND SKILLS
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Customer Experience
Office Administrative
KPI (AHT, QA, CSAT, ASA, SL, STAFFING, OCCUPANCY)
Resolutions/De-escalation
Supervised and train staff
Team worker who is able to adapt in highly dynamic and changing situations in the
office
WORK EXPERIENCE
ALORICA PHILIPPINES
WORKFORCE REAL TIME ADMINISTRATOR
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Monitor and provide real time queue management to meet target SLAs.
Prepare and send intraday as well as daily, weekly and monthly reports.
Support in identifying, tracking and reporting system issues.
2017 – 2023
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Track the daily attendance and provide recommendations for overstaffing and
understaffing.
Provide regular updates on Operation’s performance including the causes and
trends for the misses as well as action taken to prevent it.
Utilize Workforce Management software and practices in analyzing call arrival
patterns, seasonality changes, holiday planning and new business initiatives.
Participate in operations meetings to review performance of the business, identify
performance trends, and provide recommendations for improved performance to
senior management.
Support multiple LOB’s (CUSTOMER SERVICE, EXPRESS PAYMENT, RETENTION,
FRAUD, ESCALATIONS, MANAGER LINE.
ALORICA PHILIPPINES
2016 – 2017
WORKFORCE DATA ENTRY
• Encodes End of Day reports of different accounts.
• Process hourly reports.
• Response to daily inquiries related to, but not limited to the job description.
• Process disputes and Good Behavioral Roll Off.
• Receive and process attendance notifications.
ALORICA PHILIPPINES
2013 – 2016
SALES REPRESENTATIVE
• Taking phone calls to provide answers to customer inquiries.
• Assist Customers to process orders.
• Responsible for sales assistance on service set-up for new customers and upsell
other product and services to existing customers.
• Scheduling appointments for Technician visit.
• Outbound Calls for following up.
DEMO POWER PHILIPPINES
2009 – 2012
STORE TEAM LEADER
• Responsible for supervising, managing and motivating team members on a daily
basis.
• Monitoring sales, shelves stocked, and follow the FIFO policy.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Organize staff meetings, and perform other related duties that ensure the successful
running of the store
ACHIEVEMENTS
TIME WARNER CABLE – MVP award 2015, Top Sales Agent of the year 2015
