Catherine Pineda

CATHERINE B. PINEDA Blk 7 lot 19 David St. North Olympus Quezon City Email Add:-Contact #: - Landline #: - Skype ID: Anatadake12 OBJECTIVE To secure a responsible career opportunity, where I can fully utilize my working experience, while making a significant contribution to the success of my employer. To gain the position utilizing my professional experience and skills towards providing excellent service. EDUCATIONAL ATTAINMENT • Saint Joseph College of Novaliches Novaliches, Quezon City Secondary EducationVocational Computer Science March 1998 • ELECTRON Technical Training Center Sauyo, Novaliches Caloocan City Tel. # - - September- • Sacred Heart Academy of Novaliches Quirino Hi-way, Novaliches, Quezon City Elementary Education March 1994 WORKING EXPERIENCE Workforce Management-Analyst I - Verizon Online               December 2013–June 2015 Prepares intraday reports on staff attendance. Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting. Manages changes to scheduling to ensure adequate daily resource coverage. Communicate with management and operations team to ensure compliance with company standards. Maintain running report of attendance incidents. Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures. Analyze PTO submissions and approve/deny based on their effect on operations. Monitor attendance and schedule adherence. Processes schedule trade requests for posted schedules Processes management requests for modifications of scheduling events (meetings/training, etc.). Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. Provides analytical support for special projects. Collaborate with Fulfillment Operations Department Management on identifying opportunities to further optimize our workforce. Technical Support Representative - Verizon Online Technical Support            August 2012 - Dec 2013 Evaluates system potential by testing compatibility of new programs with existing programs. Evaluates expansions or enhancements by studying work load and capacity of computer system. Achieves computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action. Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications. Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications. Places software into production by loading software into computer; entering necessary commands. Prepares reference for users by writing operating instructions. Maintains historical records by documenting hardware and software changes and revisions. Maintains client confidence and protects operations by keeping information confidential. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contributes to team effort by accomplishing related results as needed. Teleperformance - Customer Care Specialist • • • • • • • • Listen and respond to customers’ needs and concerns Provide information about products and services Take orders, determine charges, and oversee billing or payments Review or make changes to customer accounts Handle returns or complaints Record details of customer contacts and actions taken Research answers or solutions as needed Refer customers to supervisors, managers, or others who can help. Qualifications and Grades : Strong verbal and personal communication skills. Decision making, critical thinking. Self-motivated, initiative, maintains a high level of energy. Accuracy and Attention to details. Tolerant and flexible, adjusts to different situations. Organization and prioritization skills. Problem analysis, use of judgment and ability to solve problems efficiently. • • • • • • Skills or Interest: • • • • • • • • • • • • 6 years of professional experience in customer service Communication Ability to Work Under Pressure Decision Making Time Management Self-motivation Conflict Resolution Leadership Adaptability Teamwork Creativity Multilingual: English, Japanese and Filipino. August 2010 – January 2012 PERSONAL DATA Sex Civil Status Height Weight Nationality Religion CHARACTER REFERENCES Mr. Christian Santiago GWFM Supervisor Teletech Contact no. - Ms. Elaine Abad Quality Assurance Specialist Teletech Customer Care & Management Contact no- Mr. Christer Pedrola Teletech GWFM Senior Analyst Contact no. - : : : : : : Female Single 5’4” 130 Lbs. Filipino Catholic