Joahna Cariaga

Joahna Cariaga Virtual Assistant CONTACT ME P2B, Upper Bonbon, Butuan City, Philippines-- WORK EXPERIENCE CAREGIVING ON-THE-JOB TRAINING Davao Care Center | December 4-22, 2017 DavaoVeil VeilGeriatric GeriatricHome Home Care Center | December 2017 Administering medications, monitoring vital signs and providing vital nutrients to elderly Keeping, maintaining and updating records of the patient's care Completed the required 120 Hours Independent Inc. | February 5-23, 2018 IndependentLiving LivingLearning LearningCenter Centre(ILLC) (ILLC)Davao, Davao, Inc. | February 2018 Providing care before and after operations Assists adolescents and adults with special needs Completed the required 120 Hours EDUCATION TELEPERFORMANCE DAVAO (BPO) Customer 201530, 2015 - October 1, 2016 Customer Service Representative Representative| |June Specified account is Bell Mobility Canada Assist customers with their payments, bills and troubleshooting process BACHERLOR OF TECHNOLOGY EDUCATION University of Southern Mindanao Kidapawan City Campus 2011 - 2015 INTENSIVE CAREGIVING UNIT Philippine College of Technology 2017 Mission Control Control Analyst || 2016 October 2, 2016 - December 3, 2019 Mission Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, AVAYA) are running as designed. Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance and communicate findings and resolution to the leadership team and WFM Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly Maintain overall operational performance statistics on an interval, daily, weekly, and monthly basis Scheduling Analyst Scheduling Analyst || 2019 December 4, 2019 - December 1, 2022 SKILLS Interpersonal skills Communication Collaboration Flexibility Solution-oriented Responsible for planning, creating and communication of schedules for Comcast Central SIK Davao project Headcount tracking and Capacity planning for assigned project Forecasting headcount, call capacity, line-adherence delivery on a regular basis Identifying opportunities and suggesting way to improve efficiency of staffing and scheduling to management Carrying out regular reporting and data management activities around scheduling and capacity planning REFERENCES Diana Jean Garcia Jessica Roselle Ricalde WFM Scheduling Manager, Teleperformance PH Scheduling Coordinator, Teleperformance PH Phone:- Phone:- Email :- Email :-