Camille Santos

Camille D. Santos-- (Cell) Block 5 Lot 25 St. Matthew St., Sacred Heart Village, Brgy. 179, Caloocan (North) City EDUCATION University of Santo Tomas, BS Nursing -) SKILLS • Ability to work independently and be accountable for the expected client deliverables • Strong working knowledge of MS Excel • Demonstrated ability to communicate effectively and professionally with internal and external associates • Strong communication skills and ability to influence key decision makers • Excellent Analytical Skills and attention to detail • Exemplary IT skills with an excellent working knowledge of MS Office Excel and Access, data manipulation and query writing • Highly numerate with real ability to manipulate numerical data • Excellent data analysis skills – with high level of attention to detail • Ability to communicate with all levels of internal/external client on a professional level. • Ability to extract, manipulate and present data from WFM application/manual platform and utilize its full functionality. • Ability to communicate with all levels of internal management & analysts, client and Operations on a professional level. WORK EXPERIENCE • Associate, WFM Reporting (February 2020 – January 2021) Concentrix, Eton Centris, Quezon City Key Responsibilities: o Perform reconciliation, consulting with operations for clients, ensuring accurate data, and reporting status updates. o Assess reconciliation policies and procedures and recommend improvements. o Ensure reconciliation of funds, positions, and reports. o Conduct account analysis, identifying and reporting trends, risks, and discrepancies. o Collecting, interpreting and reviewing information. o Responsible in the preparation of monthly start of month and end of month Financial Reports used for internal operations and projection as needed. o Deliver the said reports through accurate and timely completion of all assigned tasks. o Develops ad hoc reports as advised by the management necessary to carry out duties and responsibilities. o Performs reconciliation, analysis, management inquiry and research for any discrepancies in the reports. o o o Expected to further verify balances and correct any discrepancies/ issues identified and communicated to the management. Coordinates with other departments within the company as necessary. Apply appropriate accounting methodology for the treatment of balances Reporting to management and stakeholders, and providing advice how the company and future business decisions might be impacted • WFM Supervisor Interim for a US inbound/outbound financial account (February 2020 – January 2021) Concentrix, Eton Centris, Quezon City Key Responsibilities: o Make decisions about day-to-day operations, including management of work assignments and information between shifts as well as workload, equipment, staffing, and scheduling approaches. o Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend). o Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required. o Management of resources performing these key responsibilities. o Update and modify call/contact/work forecasts and handle time forecasts for defined interval - typically on a daily and weekly basis. o Track and report employees' adherence to schedule, including off phone activity, using workforce software (Nice IEX, Avaya CMS) o Makes configuration changes to the scheduling system as required. o Works with onshore partners adjusting queues in call routing software as required to optimize staffing and service level results o Supervise real time analysts, making sure all intervals are covered. Acts as SME for RTA and reporting function. o Provides RCA and recommendation on operational performance. o Proactively provides BCP related updates and task such as weather, traffic, earthquake, socio political events, etc that may impact delivery. o Delivery of all designated reporting activities as detailed by Service Menu to agreed timescales and quality both internally and externally. o Works collaboratively with the automation team on project support, data gathering, report call-outs, validation and other task needed. • Coordinator, Intraday (Sr. Representative, Real Time Analyst) for a US inbound/outbound healthcare account (September 2016 – January 2020) Concentrix, UP Technohub, Quezon City Key Responsibilities o Queue management, ensuring calls / transactions are being managed o Further optimization of scheduled activities and adjusting based on OOO shrinkages o Send of interval/daily/weekly/monthly and productivity reports to spread awareness about the program status in production o Flag of the queue and out of adherence and ensuring agent productivity and efficiency o Attendance tracking and reporting o Recommend mitigation plans such as AHOD and OTs and VTOs as needed. o Root-cause analysis and deep dive analysis for failure of meeting SLA o Daily intraday performance calls o Weekly scheduling and capacity and planning calls o Keep intact communication with Operations / Onshore WFM partners o Efficient skilling of associates based on their profiles o Billable FTE tracking o Prepares and submits monthly agents and team leads scorecards and incentive files. • Coordinator, Command Center for an inbound media and communication program onshore, Greenville and Heathrow sites (March 2016 – September 2016) Convergys, Robinsons Equitable Tower, Pasig City Key Responsibilities o Queue management, ensuring calls / transactions are being managed o Further optimization of scheduled activities and adjusting based on OOO shrinkages o Send of interval/daily/weekly/monthly and productivity reports to spread awareness about the program status in production o Flag of the queue and out of adherence and ensuring agent productivity and efficiency o Attendance tracking and reporting o Recommend mitigation plans such as AHOD and OTs and VTOs as needed o Root-cause analysis and deep dive analysis for failure of meeting SLA o Daily intraday performance calls o Weekly scheduling and capacity and planning calls o Keep intact communication with Operations / Onshore WFM partners o Efficient skilling of associates based on their profiles • Customer service representative, US healthcare account (August 2014 – March 2016) Convergys, UP Technohub, Quezon City Key Responsibilities o Provide members’ benefits and eligibility and claim status to medical providers o Answer billing inquiries from providers, and resend claims back for processing as needed • Technical support representative, US telco account (March 2012 – July 2014) Teleperformance, SM City Annex Fairview, Quezon City Key Responsibilities o Answer customers’ inquiries regarding technical issues on internet and cable services o Dispatch technician on-site as necessary • Customer service representative, US telco account (July 2011 – March 2012) NCO-RMH, ABS-CBN Compound, Quezon City Key Responsibilities o Activate new mobile units per dealer/customer request o Process port-in requests from dealers/customers