Laleth Forneste

Laleth Galila Forneste 667 Argentie Street Protacio Extension Pasay City, Metro Manila Philippines -- EXPERTISE/SKILLS REPORTING ANALYST • • • • • • • • • • • • • • • Planning, Organizing and Execution Ability to deal professionally in all situations (vendor, customer, team, department, and company) Ability to multi-task in a high-pressure environment Skill in verbal and written communication to analyze, interpret and address customer needs. Knowledge of contact services industry and best practices. Knowledge of PC applications Strong proficiency in Excel and other data tools Experience in extracting and manipulating large data files. Ability to analyze data and recognize opportunities for making recommendations for improving processes. Experience both in customer service, Inbound and Outbound Sales as an agent Experience in Operational team handling Estimable interpersonal skill, ability to work well with others, in both supervisory or support staff roles. Accustomed to working in fast-paced environments with the ability to think quickly and successfully provide resolutions. Problem Solving and Decision Making Ability to work with minimal supervision. DOCUMENT MANAGEMENT • Master Control Sysadmin (Doc repository) • ARENA Sysadmin (Product solutions) DATABASE ADMIN AND SYSTEM VALIDATION • Maintain and manage work orders to the Arena PLM database Update files and record matrix. • Develop work instructions and implement applicable documentation to current processes. • Ensure efficient document and record management by 100% compliant entries to the database. ǪUALITY MANAGEMENT SYSTEM • ISO 9001 Audit • CAPA Management Document Review • Training compliance check WORK EXPERIENCE Home-Based Jobs: March 2018 up to Present Company: suitX Job Title: QMS Document Controller Summary: Main responsibilities of the Quality Management System (QMS) Document Controller includes data extraction, data entry, renaming scanned documents, and import of information into the Arena database system. Other projects may include updating templates, processing changes, and managing other QMS systems like NCMR, CAPA, Training, Work Orders, and other processes. Company: Zevez Job Title: Reporting Analyst Summary: Providing support to Managers and Employees, assisting in daily office needs and managing the company’s general administrative activities. Company: High Performance Uniforms Job Title: Inventory Reporting and Support, Data Entry Specialist Virtual Assistant Summary: Reporting and controlling inventories in the Client System Company: Shiller and Company Inc Job Title: Data Entry Specialist Virtual Assistant Summary: Data Entry job, entering Directors, Events and Player in GammonPoints website for backgammon game. Company: EquipMySchool Job Title: Financial Data Entry PI-Posting Virtual Assistant Summary: Recording financial data from purchase invoices onto the clients’ web-based software. Responsible for finding report errors to be fixed immediately, thereby protecting the company’s good reputation and profitability. Suppliers often makes mistakes in filling out the invoices. Company: Apptopia Job Title: Admin Support/Data Entry Specialist Virtual Assistant Summary: Creating Gmail accounts for Client’s Marketing purposes Company: Dash! Mobile Dining and Entertainment Job Title: Data Entry Specialist Virtual Assistant Summary: Copying restaurant menu into an Online Ordering System Company: Elevated Perspective Marketing Job Title: Key Performance Indicator (KPI) Creation and Collection Specialist Virtual Assistant Summary: Helping the team in creating daily/weekly/monthly collection of into a dashboard for senior management to review. Company: Andreev Consulting Ltd Job Title: Real State Listing (Data Entry) Virtual Assistant Summary: Posting Real State listing to the clients’ website. The listing information will be taken from different sources which is provided by the client and posted on the website. Company: UK Based T-shirt Company Job Title: Amazon T Shirt Web Researcher Virtual Assistant Summary: Researching for profitable T-shirt concept for a UK based company. Software are provided by the client to help with the process of finding specific Passionate Niche. Finding funny t-shirts using the provided software and criteria, also checking for the trademark of designs for legal purposes. Put the link in a Google spreadsheet and take screenshots of the research Etelecare Global Solutions/Stream Global Services / Convergys: March 2008 to February 18, 2018 Reporting Analyst/Analyst Reporting/Coordinator Reporting – Security Land Centre, Business Compliance: July 2013 to February 18, 2018 Summary: Coordinate all aspects of report development and implementation for the business users supported. Serves as the reporting functional expert to the business unit and liaison to the call center teams. Develops standard or custom reports required to deliver the reporting solution. ● ● ● ● ● ● ● ● ● ● ● ● Create, republish, and schedule new reports. Implement reporting changes within the scope of assigned responsibilities for both internal and external clients. Consult with functional area managers/Operations Managers/Service Delivery Managers, Training Dept, IT and Clients to define reporting requirements and specifications to meet their business needs. Take ownership of delivering on all reporting requirements for multiple sites and/or clients. Work with the Senior Reporting Analyst to determine ACD/Data warehouse reporting systems requirements for one or many business initiatives along with other operational data systems. Regularly assess existing reports and determine content improvements, query optimization and current usage and applicability. Coordinate internal business resources as necessary to complete a project. Provide training to end users on basic and intermediate functionality and drive user adoption and selfservice. Assessment and selections of incidents that should be addressed in a problem management process Implement problem management with the contract teams, including preparing for and conducting post incident review meetings. Drive first draft of client facing and internal reports to final approval Participate in ad-hoc area or global projects as required Attend training courses and seminars to develop technical, analytical and business skills. MOD (Manager on Duty)/RTA/WFM/Intraday – PbCom Towers/Security Lang Building January 2011 to June 30, 2013 ● ● ● ● ● Real Time Queue Management Cooperate with management and other business partners to complete task/duties as assigned, attend and participate in team meetings as well as calibration sessions both internally and with the client. Provide reports and analysis for both program and site-wide initiatives, which help, uplift the overall performance of the program/site. Reallocates staff and call handling preference adjustments to meet real time demand. Monitors call volume balance loading, performance trends (AHT, AUX, schedule adherence, Service Level etc.) Coordinates the resolution of operational issues to ensure optimal staff productivity. ● ● ● ● ● ● ● ● ● ● Prepares and communicates agent adherence and other reports, timely and accurately. Develop, and document, processes and policies that enable effective management of intraday performance within the operation. Ensures time off requests accommodation for staff based Determining overtime requirements for the operational team to deliver Navigation of Real Time Adherence Tool (RTA ) ,CMS ( Real Time Queue ) and E Workforce Management ( Aspect ). Directly communicating with the Command Center of Operation, reporting escalated situations. Running of crystal report, export files for reporting and analysis Organize various team building activities and implementation of rewards and recognition programs. Monitor actual call arrivals to forecast and proactively respond to changes in call volumes. Inform the Operations Managers of opportunities throughout the day to schedule off phone activities. Inbound Sales Representative – PBCom Towers Vonage Account: March 2008 to December 2010 ● ● ● Sales/Telemarketing Answered inquiries regarding promotion, business terms and conditions. Assisting customers to be transferred to different departments like billing, technical support and retention department. Nielsen Philippines: February 2007 to February 2008 Researcher/CATI Specialist ● ● Responsible in taking customer satisfaction surveys and sale surveys for our clients. Responsible in providing suggestions, areas of improvements, negative and positive feedbacks from the customers to our clients, to better improve their service. Education: s\a Graduation Date: 2006 Bachelors/College Degree of Medical Technology Major : Medical Technology Institute/University : Centro Escolar University, Philippines Personal Information: Date of birth: April 27, 1982 References: Available upon request Laleth Galila Yu