Cherry Dale Alpuerto

CHERRY DALE S. ALPUERTO House #3, Saint Francis St., Don Bosco Village, Pleasant Homes, Punta Princesa, Cebu, Philippines, 6000 Contact Tel. :-/- e-mail:-LinkedIn url: https://www.linkedin.com/profile/view?id=-&trk=nav_responsive_tab_profile Profile Objective: To secure a position that will enable me to use my strong communication and organization skills, customer and technical service background, problem analysis and problem solving skills, and my ability to adapt to new working environment efficiently and effectively, including the people that I will be working with. Furthermore, I'm looking for an avenue for me to apply my acquired knowledge and expertise in project management and business operation. Key Skills Civil Service Eligible Exceptional written and verbal English communication Knowledgeable in basic French and a work in progress Honest, keen to details, resourceful, hardworking, and capable of working effectively and efficiently even under high pressure with less supervision Has good interpersonal and analytical skills Knowledgeable in accounting and management Experienced project management officer Proficient in MS WORD, EXCEL, POWERPOINT, OUTLOOK and SHAREPOINT Can work with, understand, motivate, and communicate with individuals and groups Education March 2012 University of Cebu-Main BS in Business Administration major in Management Accounting (Academic and Working Scholar) March 2008 Little Flower School Poblacion, Dumanjug, Cebu (Valedictorian) March 2004 Dumanjug Central School Li-ong, Dumanjug, Cebu (Valedictorian) Work Experience Workforce Analyst TELSTRA powered by Teleperformance March 28, 2016 – present As a Workforce Analyst, I am responsible in Real-time management. Responsibilities are listed below but not limited to: Ensures that the business meets the client's requirement. Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines Real-time call outs to monitor agents' activities. Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met. Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents. Planning and scheduling off-phone events. Telephone Specialist (Technical Support Consultant) and a Subject Matter Expert TELSTRA powered by Teleperformance May 6, 2014 - March 27, 2016 Joined the company as a Technical Support Consultant providing customer service and technical assistance to Aussie customers in fixing their landline issues In less than a year, I have joined the Operations Team as a Subject Matter Expert. I become a valued member by contributing my experience and expertise in guiding newly-hired consultants. Exercises supervisory tasks like conducting coaching sessions with consultants in pointing out areas of strengths and opportunities to help them move their numbers and show significant improvement in the course of their nesting period. In collaboration with our site's managers and supervisors, I contribute useful and innovative ideas to help us to be the best site in terms of performance. Project Management Officer (Assistant System Analyst) ACCENTURE, INC. August 7, 2012 - August 31, 2013 Working with Accenture, I gained significant experience and expertise in different Project Management areas including: Project Resource Management (Monitoring and Controlling) Work Plan Management (Work plan initiation, Quality check and Change Control Management) SharePoint Management Project Schedule Management Resource Management (Monitors and provides email support to resources joining the project) Bills and Payment Collector Contractual Visayan Electric Company October 2013 Accounting Staff On-the-job training Ford Cebu May – July 2011 Researcher/Qualifier On-the-job training Lingo 24 Inc. April – May 2011 Cashier’s Department Working Scholar University of Cebu-Main October 2009- March 2010 Receptionist/Telephone Operator Working Scholar University of Cebu – Main April 2010- October 2011