Glenda Ugsimar

GLENDA UGSIMAR CUSTOMER AND DATA SUPPORT linkedin.com/in/glenda-ugsimar-a-/ Skills Communication Skills Schedule Management Computer and Technical Skills Time Management Customer Service Skills Data management and analysis Team Collaboration Certifications - - La Union Philippines Professional Summary Customer Support Relations and Workforce Management Specialist with over 15 years of experience in BPO operations. Expertise in optimizing workforce efficiency and enhancing customer satisfaction. Adept at implementing process improvements, workforce forecasting, and performance management to drive operational excellence. Experience Workforce Specialist Sep 2019 - TaskUs Lean Six Sigma White Belt Training Computer Operations Tools and Software NICE IEX Google Sheets and Chat Glowstick Ticketing MS Excel Avaya CMS Siebel CRM Zendesk Salesforce Trello Languages English Education Diploma in E-Commerce Asian Institute of E-Commerce- San Fernando, La Union Managed schedules for 2 different campaigns with a total of 340+ teammates along 4 different locations, utilizing Microsoft Excel and NICE IEX for optimization. Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives. Senior Technical Advisor (Apple) Mar 2019 - Sep 2019 Concentrix Provided technical assistance via phone to Apple device users. Communicates with other departments to ensure all customer concerns are given resolution. Real-Time Analyst Dec 2016 - Feb 2019 Foundever (formerly SiTEL) Monitored key performance indicators and generated actionable insights from the results. Provided real-time recommendations to ensure SLA and KPIs are met. Customer and Technical Support Aug 2008 - Dec 2016 Foundever (formerly SiTEL) Provided technical assistance to customers through phone and chat support. Resolved escalated customer concerns in a timely manner. Mentored new-hire agents. Made follow up calls to customers with chronic issues. Reference Available upon request