Mobile No.:- /-
Email:-Address:
Unit 1615 Tower 1 – Casa Mira Towers Labangon
Salvador St, Labangon, Cebu City
Benjamin Ike M. Roa
Objective
To have a career growth and be an integral part of the company while helping the company grow.
Work experience
April 2019-Present – Fluor Daniels Inc.
Team Leader for HR Reports
Supervisor : Jennifer Vega
Mobile No.: -
Duties and Responsibilities:
Checks the team’s performance to make sure they are on track with the department’s goals and targets
Coach subordinates on a weekly basis to check on their status and help them in their areas for improvement
Joins daily leads meeting in relation to the department’s performance and team updates
Reviews staffing and capacity planning with other leads
Submits Daily Performance Dashboard for the entire department
Ensures that the team targets and goals are met on a daily, weekly, and monthly basis
Accomplishments:
Created the department’s Daily Performance Dashboard, Scorecard with automated coaching log template
August 2018-April 2019 – Fluor Daniels Inc.
Supervisor : Charitel Salumbides
Mobile No.: -
Duties and Responsibilities:
Assists the department in creating any internal or external reports
Sends daily, weekly, monthly, quarterly, and yearly reports
Helps in any process improvements, especially with their MS Excel templates
Accomplishments:
Automated the department’s Utilization tracker and created a report from the raw data
May 2017-July 2018 – vCustomer (TechMahindra)
Team Leader for MIS
Supervisor : Fredrich Barangan
Mobile No.: -
Duties and Responsibilities:
Supervises the team in relation to the site’s goals and targets
Coach subordinates on a weekly basis to check on their status and help them in their areas for improvement
Creates the team’s scorecard; individual and as a group.
Make or update process documents with HR’s and operation’s approval
Joins daily cadence call with the client in relation to the sites line adherence and service level
Submits schedule inputs to our scheduling team for any updates on all the agents’ status
Reviews staffing and capacity reports for the next 2 months
Reviews the service level for the previous day and submits an analysis to operations when a line of business fails
Submits Internal Performance Report (IPR) to operations as a basis for the weekly performance review
Ensures that the targets and goals for the site is met on a daily, weekly, and monthly basis
Accomplishments:
Created and implemented processes for operations (VL requests, Call-in, and Auto-mailer requests)
December 2015-May 2017 – vCustomer (TechMahindra)
Management Information Specialist (SME/OIC)
Supervisor : Kenneth June Benedicto
Mobile No.: -
Duties and Responsibilities:
Real-time monitoring for agents to make sure they are following their schedules
Real-time adjustments of agent schedules to accommodate the queue and Service Level
Monitor the queue and call out agents on long ACWs and wrong AUXes
Enforce and plot OTs for agent if necessary
Communicate with Command Center and give feedback and insights when Service Level is failing
Communicate with supervisor for any changes in their agents’ schedules
Send hourly reporting regarding the Service Level, Absenteeism, and Shrinkages
Send agent login-logout report for supervisor validation as basis for the agents’ payroll
Send necessary reports to operations to make sure they are updated with their running stats
Acts as a Team Leader in the absence of the TL.
Attends Meeting with operations in relation to the running stats and scheduling concerns
Coach and mentor interns regularly to make sure they are always updated with any new processes and make sure their target goals are met
Accomplishments:
Automated the TKS for the entire site and program
Created New templates for all local reports
December 2013-July 2015 – Convergys Corporation
Reports Analyst Auditor
Supervisor : Kenjo Alforque
Mobile No.: -
Email:-
Duties and Responsibilities:
Audits all attendance-related, productivity-related, and time keeping system violations for all agents and supervisors
Reinforces process sign-offs in the production floor
Updates daily, weekly, and monthly compliance for TLs and OMs
Coordinates with HR for any code of discipline updates and reinforces it on the floor
Checks and makes sure all disciplinary actions are approved by HR
Coordinates with TLs, OMs, and HR to make sure all necessary disciplinary actions are served accordingly
Makes sure all administrative hearings push through
Updates the list of agents who are under performance management plan
Sorts out submitted documents for 202 filing
Accomplishments:
Automated the disciplinary actions and performance management plan processes through excel and visual basic
Integrated the disciplinary action and performance management plan process
August 2013-December 2013 - Convergys Corporation
Floor Coordinator/Manager On Duty (MOD)
Supervisor : Rica Cabigas
Mobile No.: -
Email:-
Duties and Responsibilities:
Coordinates with Floor Leaders and Schedulers for accurate and timely agent schedules
Plots weekly schedules for TLs and OMs
Execute system modifications (e.g., schedule updates and queue movements) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
Coordinate trouble tickets and escalate issues as required
Monitors all agent activities to make sure all agents are following their schedules
Be sensitive to agent's requests (schedule swap/change, time-off requests, etc.) while balancing operational performance, contractual requirements and the needs of the business
Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management)
Track, update as needed, and report operational results e.g., schedule variance, timekeeping (TKS)/phone (CMS) variance, overtime, occupancy, agent productivity, etc.
May 2010-August 2013 – Convergys Corporation
Customer Associate Executive
Duties and Responsibilities:
Responsible for answering questions related to customer billing statements and general inquiries, as well as resolve payment concerns
Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements
Troubleshoots cable and internet-related issues
Offers product and services to meet customer needs and company’s business goals
December 2009-May 2010 -Teletech Customer Care Management
Callback Team OIC
Supervisor : Benedict Gregorio
Mobile No.: -
Duties and Responsibilities:
Acts as a Team Leader/L2 Tech in the absence of the TL/L2
Designates customer contacts to callback agents
Creates shift containers for callback agents
Do up-trainings and roll-outs for new hires
Do coaching/feedback
Attends Quality calibration
December 2008-Dec 2009 -Teletech Customer Care Management
Technical Support Representative
Duties and Responsibilities:
Assists customers’ concerns with their technical issues
June 2005-April 2008 – Mindanao Jesus First School Inc.
Elementary and High School Tutor
School Director : Mayrle Jean Roa
Mobile No.: -
Duties and Responsibilities:
Tutors Elementary and High School students especially with the subjects that they are struggling on
Education
Graduated 2015
Cebu Institute of Technology University
N. Bacalso, Cebu City – Graduate
Bachelor of Science in Business Administration Major in Marketing Management
2004 – 2007
Misamis University
Aguada, Ozamiz City – College
Bachelor of Science in Information Technology
2000 – 2004
Misamis University
Aguada, Ozamiz City – High School
1994 – 2000
Ateneo de Cagayan
Nazareth, Cagayan de Oro City – Elementary
Personal Information
Date of Birth:
Januray 16, 1988
Place of Birth:
Cagayan de Oro City
Citizenship:
Filipino
Civil Status:
Single
Language Spoken:
English, Filipino, Cebuano
Personal Qualities and Skills:
Hardworking, Focused, Trustworthy, Can collaborate well with others, Good communication skills, Efficient with Microsoft Office
