Brith Marie Soriano Murillo

Brith Marie Soriano Murillo Address:357 M. Ajose St. San Juan Balagtas Bulacan Contact Nos- Email add-Skype ID: brithmarie.murillo1 _______________________________________________________________________ JOB OBJECTIVE: To succeed in an environment of growth and excellence and earn a job which provides me job Satisfaction and self development and help me achieve personal as well as organization goals. _______________________________________________________________________________ SKILLS/QUALIFICATIONS: Excellent communication skills both oral and written Computer literate and good in office applications such as MS Power point, Excel, Word, Lync, Sharepoint, Slack, Google Suite, Google Drive/Docs, Zoom App other applications/tools/browser extensions such as Amazon FBA Calc, Keepa Graph, AmazonScout Quickview Proficient with Workforce Management system CMS, Transera, Vantage point, Aspect eWFM. Ability to interact effectively with all levels of management and non management team members Can work well under pressure, resourceful, a team player. _______________________________________________________________________________ EMPLOYMENT HISTORY: May 2014 - Present Alorica Contact Services Inc. 24/F The Exportbank Plaza, Don Chino Roces Avenue corner Senator Gil Puyat Avenue, Urban Ave, Makati, Metro Manila Operations/Workforce Associate Work Description Real-time monitoring, with the use of CMS to ensure that the production floor is meeting the call center KPI’s. Dedicated monitoring of Line Adherence/Staffing Requirement vs Actual Staff. Managed Agents schedule Adherence / shrinkages by monitoring their activities through Spectrum/CMS. Including Break/Lunch Management. Provides assistance to the management team for floor monitoring and communicating with them through Mircrosoft Lync/ Slack / Microsoft Outlook and avaya. Reports/ Attended Conference Bridge/calibration for any System or Network outages. Responsible in sending Intraday/ End of day reports. March 2013 - May 2014 City Government of Valenzuela - Office of the Councils Administrative Officer II karuhatan Valenzuela City Work Description Keep Records, Funds, Solicitation, Clerical and Administrative works. Attended Meetings, Responds to urgent emails re council, schedule of sessions and seminars. November 2012 - January 2013 VXI Global Solutios Inc. L3 Walter Mart Munoz , EDSA, Veterans Village , Bungad , 1105 Quezon City , Metro Manila Real Time Analyst III Work Description Provides assistance to the management team for call floor monitoring and scheduling/tracking of off-line activity. Responsible for monitoring CMS to ensure that all agents are within set thresholds in CMS for talk time, wrap time, hold time, coaching time and breaks November 2006, to August 31, 2012 Interactive Technology Solutions, Inc 110 E. Rodriguez Jr. Ave. Bagumbayan, Libis, Quezon City Workforce Analyst III Work Description Scheduling and Forecasting. Analyzing historical pattern to predict call volume and staff requirement. Provides assistance to the management team for call floor monitoring and scheduling/tracking of off-line activity. Responsible for monitoring CMS to ensure that all agents are within set thresholds in CMS for talk time, wrap time, hold time, coaching time and breaks. Real-time monitoring, with the use of CMS to ensure that the production floor is meeting the call center KPI’s. Dedicated monitoring of ASA, AHT, Abandonment Rate Creates all trouble tickets for tool and system outages. Monitors/Tracks the daily productivity metrics of agents. Ensures that available manpower is maximized to effectively handle actual call volume. Monitors schedule adherence and reports / coordinates Aux abuses to Team Supervisors or Campaign Head/Production Head; documents infraction as necessary. Designs report templates to effectively present production data and to clearly illustrate data trends relevant to management decision-making. Attends meeting and calibration sessions to brainstorm action plans on operational challenges and to establish contingency plans. May 2005 to November 2006 Customer Service Representative Provides inbound quality customer care support which includes: inquiries and complaints on products and services as well as billing-related concerns Performs outbound calls for other miscellaneous, call-out activities Ensures all transactions are handled according to set standards and parameters _______________________________________________________________________________ EDUCATIONAL BACKGROUND: CollegeCentro Escolar University, Malolos City Bachelor of Science in Commerce major in ManagementHigh School/ Elementary La Consolacion School Balagtas, Bulacan _______________________________________________________________________________ PERSONAL INFORMATION: Nickname:Brith Age:36 Date of birthFebruary 18, 1983 Place of birth:Manila Civil status Widowed Religion: Roman Catholic Weight:120lbs. Height:5’5’’ Certified true and correct: ____________________ Brith Marie S. Murillo