Maria Cecilia Robisi

Maria Cecilia Baguio Robiso Business Analyst Manager EXL Service Philippines 374 Mercury St. Brgy. Olaes Area-F, G.M.A., Cavite Cellphone – - Landline – --- Job Objective: To have a Managerial position in Operations or with the Analytics Department Job Experience: HR Catalyst / Dialer / Business Analyst Manager GENPACT Services LLC i-Hub Bldg. Northgate Cyberzone Alabang, Muntinlupa July 2013 – July 2016 Handled Workforce Management for a credit card collections account and currently handling MIS / Business Analyst and Dialer Management for a time share collections account. Establish communications with clients on a regular basis. Discuss with the team necessary reports and strategies to be done, monitor production performance real time and forecast outlook to ensure target / goals are met and / or exceeded. Build and maintain relationships with operations to ensure call routing and agent setup is based on what has been planned Communicate relevant information to production as required. Evaluate and recommend actions for improvement of operations productivity. Generates FLM and Agent Scorecards based on productivity and criteria in which production targets are inclined, this is to ensure attainment of both SLAs and client based targets. Handled / Support Human Resources functions such as activities, employee queries on benefits, etc. Dialer / Business Analyst GENPACT Services LLC i-Hub Bldg. Northgate Cyberzone Alabang, Muntinlupa March 2011 – July 2013 Worked as a Dialer handling both AOD and ACD for a local bank account. Run the Automated Dialer and analyse best strategies for operations. Monitor production and generate reports for manual and inbound portfolios using the tool AVAYA CMS Supervisor. Run the Dialer using AVAYA Applications. Manage dialing strategy to balance both outbound and inbound calls and ensure SLAs are met. Create services or campaigns (Inbound and/or Outbound) and necessary setting as required (eg. Pacing, disposition plans, mode of dialing, schedule, etc.) Depending on the needs of the business. Monitor real time dialer performance and generates reports. Generate intraday / daily / monthly / end of day reports and month-end dashboards for both operations team and clients, using different computer applications (Microsoft Office especially Excel and PowerPoints, AVAYA CMS, and AVAYA Tools) Analysing reports and data to improve operations process. Create tools that will help the dialer team save time and effort. Create templates for faster and easier publication of reports. Collections Process Developer GENPACT Services LLC Plaza A Bldg. Northgate Cyberzone Alabang, Muntinlupa April 2010 – March 2011 Handled 2 batched for voice and process trainings coming from new hire stage. Monitor calls, coaching and assessing each assigned agents for possible opportunities and for improvements before their deployment / actual callouts on the floor. Acted as trainer / mentor to best mold each new hire to be able to fit on companies goals and vision. Ensure the batch’s’ ability to fit in a collector following all criteria bound by the client and the company itself. Handled 2 batched of the portfolios under performers for 3 consecutive months. Monitoring calls etc. and following TSL functions. Collections Associate GENPACT Services LLC Plaza A Bldg. Northgate Cyberzone Alabang, Muntinlupa February 2009 – April 2010 Receive both inbound and outbound collection calls for PLCC and CC accounts located in USA. Process customer payments over the phone with a checking or debit/credit card. Offer special payment programs in case customer are experiencing financial difficulties. Quality Control / Material Handler Toyota. Manufacturing - TAKATA Inc. - under Revier Staffing Agency Sta. Rosa Technopark, Sta. Rosa Laguna March 2007 – February 2009 Education Tertiary Bachelor of Science in Computer Science - undergradute Systems Technology Institute- Alabang June 2002 – November 2004 Diploma in Computer Studies Systems Technology Institute – Southwoods June 2000 – April 2002 Secondary General Mariano Alvarez Technical High School GMA, Cavite Batch 2000 Elementary San Gabriel III Elementary School GMA, Cavite Batch 1996 Seminars and Trainings GB DAMIC Training – Trained and Tested Green Belt Training - Process Excellence CSL Lean Training – Trained and Tested Time Management Team Management Leading and Motivating Goal Setting Finance Essentials Difficult Interactions Developing Employees Emerging Excellence Information Security Certification Data Privacy Certification Integrity Certification Handling Objections Personal Information Age: 33 Birthdate: March 5, 1983 Citizenship: Filipino Civil Status: Single Gender: Female Place of Birth: GMA, Cavite Father: Jesus Macaraeg Robiso Occupation: Retired Soldier (PAF) Mother: Maria Cristina Cuenza Baguio Occupation: Housewife References Atty. Jay De Guzman Bureau of Customs Legal Council Philip Moris Philippines Legal Council - Brisk Chellapandian Dialer – Senior Manager GENPACT Services LLC - local 2545 Paulo Anton Ongkiko Grande Dialer Manager GENPACT Services LLC- local 68950 I hereby certify that the above information is true and correct to the best of my knowledge and belief. Maria Cecilia Baguio Robiso Applicant