Cathrine Anne S. Pocon

CATHRINE ANNE POCON-11C San Rafael St. Saint Martin Village 4th Estate Sucat Paranaque City Metro Manila, Philippines 1700 - Experience Teleperformance | Soreena Ave, San Antonio, Parañaque, 1700 Metro Manila WFM Scheduling Supervisor | April 11, 2018 – present Key Responsibilities Monitor and check if a Scheduling Analyst is able to complete the tasks accurately and timely Admin tasks such as ensuring that an analyst’ worked hours are correctly reflecting on the payroll system, OT validation and uploading end of month performance report. Keep the team motivated by providing emotional support, tools and trainings Identify weaknesses and apply the right method of coaching based on one’s personality type. Hold team meetings to discuss and implement process change WFM Scheduling Analyst | April 10, 2016 – April 10, 2018 Key Responsibilities Obtain client forecasts and analyze historical patterns for effective staff planning Schedule the right number of staff, at the right time, with the right skills Create and communicate staff schedules to Operations Process vacation requests based on weekly and daily allocation Generate and send staffing reports to Operations and Clients Provide a solution to staffing problems Participate on weekly conference calls and meetings WFM Real-time Analyst | September 08, 2014 – April 09, 2016 Key Responsibilities Real-time management of staffs to ensure service level are met Queue monitoring using CMS Avaya and IEX Floor walking and radio call outs Adjusting agents' breaks and lunch real-time in IEX Generate and send hourly reports to Operations and Clients Anticipate staffing problems and provide action plans such as offering OTs and voluntary time off Technical Support Representative | November 30, 2010 - September 09, 2014 I started my career at Teleperformance as a call center agent for Toshiba USA. It was a tech support account for Toshiba laptops servicing US customers. The account was a success so when Toshiba US decided to outsource their tech support line for Visual Products, I became part of the pioneering team. Two years after that, Toshiba Australia Pty Ltd. outsourced their customer support line for the first time. I was also part of the first wave to provide support for Australian and New Zealand consumers. Key Responsibilities Handling inbound and outbound calls with complete and proper documentation Troubleshoot issues with computers, televisions, DVD players and other visual products Addressing customers’ complaints and escalating to the right department Answering basic inquiries Creating orders and processing Customer Replaceable Unit (CRU) Creating service tasks for units requiring back to base or onsite repairs Processing warranty registration Education University of Northern Philippines 2010, Bachelor of Science in Computer Science Achievements WFM Circle of Excellence for June 2018 It is a nomination award for being the Top WFM Offshore Supervisor for June 2018 WFM Top Scheduler May 2016 Top Agent of the Year 2014 Top agent for Toshiba Australia Pty Ltd Year 2014 Quality Acer of the Year 2013 Award for being Top in Quality Assurance as a Technical Support Representative for Toshiba Australia Pty. Ltd. Candon City Scholar Consistent City Scholar from- Ranked as top 9 out of the 100 students who qualified for the City Scholarship Skills Strong attention to details Ability to multitask Self-motivated and focused Has a sense of urgency and is time sensitive Well organized Able to adapt to constant changing process Fluent in English both written and oral MS Office - Excel, Word, PowerPoint and Outlook Familiar in navigating Windows platform Character Referrence Available upon request