Joyce Ann Leyson

With my 11 year experience working in the BPO industry, I honed my abilities in managing schedules, organizing documents, and communicating effectively. I am proficient in various software and tools, including Zendesk, Salesforce, Microsoft Office, Excel, Canva and other Google apps, and am quick to adapt to new technologies, which I believe are crucial for this role.

With my previous work as a Real-time Analyst, Excel is part of our daily tasks such as creating and analyzing reports. I can assist with various tasks in Excel, offering support with data analysis, automation, and visualization. Here are some examples of tasks that we do: 

Real time performance monitoring - Monitoring key performance indicators (KPIs) such as service levels, average handle time (AHT), and abandonment rates in real time during the shift. We use Excel to create a dynamic dashboard that pulls live data from the call center’s workforce management (WFM) system.

 Agent Performance Analysis and Reporting - Analyzing agent-level data for performance reviews, tracking key metrics such as AHT, first-call resolution (FCR), and adherence to schedule. For instance, a pivot table in Excel could aggregate performance data across different teams or time periods, then conditional formatting can be applied to flag underperforming agents. A dashboard might then display real-time stats for managers.

Though my previous job was more on client facing and admin tasks, I've spent 7 years as a Customer Representation over the phone and through Live Chat and Email/Ticketing system. 

The last company I've worked with is with an Australian Telco Account and way back taking in calls, it was more on Inbound Sales. So what we do is to try to resolve service related concerns to the customers and then transition it as a sales conversation by offering other services that they need.

I've spent 2 years as a voice agent and then later on got transferred for Live Chat / Email support for about 5 years. 

Same thing, we transition service queries to a sales conversation through chat and email platform.

I am enthusiastic about the chance to assist your team and help drive the success of your operations.

I am a proactive learner, dedicated to improving my skills and ensuring my work aligns with your goals. I am confident that my positive attitude and willingness to learn will make me an asset to your team.