Villa Agustin, Maria Clarissa A.
17-H S. Guzman Brgy. Balong Bato
San Juan
--
Qualifications:
Technology proficient.
Self-motivated with a proactive approach to problem solving.
Able to handle several challenging tasks while successfully handling increasing levels of responsibility.
Good team leader/player.
Flexible and responsible.
Effective in providing feedback and constructive criticism
Well-rounded and flexible with the demonstrated capacity to learn quickly and apply that knowledge effectively.
Skills:
Microsoft Office Applications.
Knowledge on eWFM Management Tools (Aspect, Genesys, and IEX)
Work Experience:
Intraday Associate
Convergys Inc.
Feb 2015 – Present
Monitors actual call arrivals to forecast and proactively respond to changes in call volumes.
Makes recommendations to accommodate unexpected changes in staffing requirements.
Determines overtime and/or voluntary time off (VTO) needs and recommends changes to scheduling to ensure business needs are met.
Reports information to Operations management at regular intervals throughout the day.
Informs the Operations Managers of opportunities throughout the month to schedule off phone activities and work on staffing deviations depending on historical trends.
Provides day of impact analysis for outages, staffing shortages, and other unplanned events.
Acts as POC for the real-time team, working with WFM Supervisors and Managers to ensure coverage. Conduct up-training and refresher courses on WFM Theories and Practices.
Queue Moderator
Stream Global Services (Convergys Inc.)
Mar 2012 – Sep 2016
Proactively maintained a channel of open communication within leadership group and clients of the organization on a real time basis to leverage resources across the sites to meet metric goals.
Responded to questions related to SLA performance real time with documentation and analysis.
Communicated effectively with individuals/teams in the organization to ensure high quality and timely completion of customer requests.
Informed the Operations Managers of opportunities throughout the day to schedule off phone activities
Produced daily status reports on previous day's activities including call volume patterns, average handle time (AHT) patterns, staffing shrinkage, and any changes such as paid time off (PTO), voluntary time off (VTO), or training
Real-Time Monitoring Analyst
Cognizant Technology Solutions Philippines Inc. (Google Philippines)
Sep 2016 – Up to present
Monitors actual call arrivals to forecast and proactively respond to changes in call volumes.
Produced daily status reports on previous day's activities including call volume patterns, average handle time (AHT) patterns.
Responded to questions related to SLA performance real time with documentation and analysis.
**Omitted Barista experience at Starbucks as it may be irrelevant to the post being applied to**
Education
United School of Science and Technology
Hotel and Restaurant Management (Ladderized)
2 year Course
