Maricor Torres Fernandez

MARICOR TORRES FERNANDEZ 20 Santillan St., San Francisco Del Monte, Quezon City- ; -- Employment History: Genpact Philippines Process Associate – September 2017 up to Present Take calls and process or support customer’s request Document call summary Wells Fargo LLC, Philippines Phone Banker II – February 2017 to July 2017 Alorica (previously WEST Contact Services Inc.) Workforce Management Specialist – May 2010 to August 2016 Perform basic modification in the scheduling system of daily and weekly projected trends and volumes Coordinate all scheduling functions, updating and reviewing call volume factors responding to changes in projected call volumes (e.g. absenteeism, attrition, lunch factor, etc.) Escalating discrepancies to management review and administer temporary and mandatory schedule change request, approving and denying request based on current and upcoming operation needs Financial Support Specialist (Citibank) – February 2006 to May 2010 Transcription Specialist – August 2005 to February 2006 Customer Service Specialist – December 2004 to August 2005 Education: Bachelor of Science in Computer Engineering (4th year level) AMA Computer University, Quezon City Short Course: Cisco Networking 2 Basic in Switching and Routing Cisco Networking 1 Networking Fundamentals Mapua Technology Institute, Makati City Primary and Secondary Education: St. Mary’s College, Quezon City Personal Skills: Excellent written and verbal communication skills Highly organized and efficient in submitting reports on time Ability to work independently or as a part of a team Proven leadership skills and ability to motivate others Technical Skills: Knowledgeable in Office applications (Word, Excel, PowerPoint, Outlook, etc.) Basic knowledge in CCNA 1 and CCNA 2 Seminars Attended and Recognition: CCNA Exploration Basic in Switching and Routing – January 2015 CCNA Exploration Network Fundamentals – July 2012 PLDT GMM CORE Group (OJT) – April 2003 Microwave Technology, Digital Subscriber – December 2002 Personality Development – July 2002 Character Reference: Wilfred Legaspi – Business Analyst - Marlon Maguiz – IT Software Analyst - Marlyn Santos – Phone Banker II -