Glen Quilab

GLEN T. QUILAB Unit1 Hoyompa Compound, Tac-an Road Talamban, Cebu City - -- A driven Workforce Specialist with formal Yellow Belt Lean Six Sigma Training and a Certified White Belt Six Sigma. With vast experience in real time queue management, project management, and people management. Considers learning as a challenge to improve knowledge and competency. STRENGTH/S: Adequate knowledge in MSWORD, POWERPOINT, and EXCEL Work Goal Oriented and Reliable on assigned task Keen on details, flexible and can work with less supervision Versatility to manage multiple tasks Proven planning, organizing and implementing work priorities Ability to adopt change/s and new situations WORK EXPERIENCE/S: Senior Executive – Workforce December 2013 – present EXL Service Philippines Real Time Queue Management Attend meetings with Internal and External Clients and provide updates on the progress of each processes Update schedules and plot segments in Aspect eWFM for Real Time monitoring Provide real time staffing recommendations to Operations based on forecast and staffing trends Specialist 1 – WorkforceAugust 2008 – December 2013 Teletech Customer Care Management Phils Generate and deliver reports containing accurate and timely statistical information on real time basis for all programs Analyze reports to identify trends and areas of development and proactively offer solutions Attend meetings with Internal and External Clients and provide updates on the progress of each processes specially during outages Attend program launch and liaise with the clients and ensure procedures are established to achieve program objectives Real Time Queue Management Chat Support Representative (CSR)March 2008 – August 2008 Teletech Customer Care Management Phils Address customer inquiries regarding products and services Proactively offers service options for in warranty customers and recommend service options for out of warranty customers Proactively offer/ sell products that fits the need of the customer Customer Service RepresentativeOctober 2007 – March 2008 Teletech Customer Care Management Phils Address customer inquiries regarding products and services Proactively offers service options for in warranty customers and recommend service options for out of warranty customers Transfer/ route In Warranty Customer Calls to Tech Support Service Line Customer Care RepresentativeJune 2007 – October 2007 Convergys Philippines Answer customer inquiries regarding products and services Recommend services and different products to customers Proactively offer/ sell products that fits the need of the customer Trainer/ FacilitatorNovember 2000 – May 2007 Philippine Red Cross, Misamis Occidental – Oroquieta City Chapter Facilitates different Trainings offered by The Philippine Red Cross, eg. Leadership Trainings, First Aid Trainings, Disaster Management Trainings Conduct Standard First Aid Training for Healthcare Providers (Nurses, Doctors, Caregivers, and other Paramedical entities) Conduct graded and practice skills exams for the training participants Prepare graded quizzes and exams for the Training participants and keep their records Contractual StatisticianMarch 2003 Bureau of Agricultural Statistics Province of Misamis Occidental Conduct actual field assessments on the current statistics of different fruit bearing trees on the assigned area Prepare summary of the field assessment conducted by co-members of the field assessment team. LEADERSHIP/ PROJECT MANAGEMENT/ SUPERVISORY EXPERIENCE: Chairperson, Secretariat Committee – 1st Province wide Red Cross Youth Camp, January 2001 Camp Director – 2nd Province wide Red Cross Youth Camp, July 2002 Chairperson, Executive Committee – 3rd Province wide Red Cross Youth Camp, April 2004 Consultant, Secretariat Committee – 4th Province wide Red Cross Youth Camp, January 2005 Facilitator, Red Cross Youth Leadership Trainers Training, December 2005, Butuan City Chairperson, Over All Committee – 25th Chapter Youth Convention, August 2006 Chairperson, Organizing Committee – 1st Graduation Jam 2006 (Part 1 and Part 2) Over-all Medical Coordinator – 75th Provincial Anniversary, Province of Misamis Occidental EDUCATION: Bachelor of Science in Business AdministrationJune – October 2017 Cebu Institute of Technology - University Bachelor of Science in Civil EngineeringJune 1995 – March 2000 Misamis University, Ozamis City Diploma in Operations Management2012 – 2013 Operations Management and Supervision Alison.com