Michael Robert Tillaman

MICHAEL ROBERT B. TILLAMAN Cor. Capricorn-Aquarius St., JR Torres Village, Brgy. Singcang Airport, Bacolod City Contact Detail:- Email address:- Qualifications Virtual Assistance: Gained experience as a part-time Virtual Assistant, handling customer service, scheduling, roadside assistance, and payment processing for a US-based car rental company. • • Executive Assistance & Salesforce Administration: Assisted executives with scheduling, project coordination, and Salesforce administration, enhancing organizational and technical skills. • Workforce Management & Data Analysis: Nearly 10 years of experience as a Real-Time Workforce Analyst, managing critical data and metrics, collaborating across departments, and presenting findings to clients. • Customer Service & Communication: Developed strong customer service skills in a BPO role, handling client interactions and resolving issues efficiently. • Time Management & Multitasking: Demonstrated ability to manage multiple responsibilities, including scheduling meetings for teams and clients, while maintaining work quality. • Reliable & Detail-Oriented: Proven track record of meeting deadlines, submitting reports on time, and maintaining accuracy in all tasks. Technical Skills:  VA Tools: CRM's, Google Space, Google Calendar, Microsoft Office Tools, Appfolio, Ring Central, Jivo Chat and Monday.com  Salesforce Admin Tools: Site tracker, Data Loader, Microsoft Office 365, Google Space, Salesforce Navigator.  Workforce Real time Management Tools: CMS, IEX, WFM, WFM, Workday, Verint, Microsoft Office Tools. Career Experience Salesforce Administrator – May 2024 – September 2024 • Responsible for the day-to-day configuration, support, maintenance, and improvement of the database. Collaborating closely with fundraising, program management, and marketing teams, the administrator identifies, develops, and implements new business processes. Virtual Freelancer - November 2023- April 2024 • • • Executive Assistant for several projects/clients. Sales - Inbound / Outbound. Insurance / Car Rental Appointment Setting. Iqor Clark – Clark SM Techno hub BPO 5&6, Angeles City Pampanga Real Time Analyst/Workforce Analyst, March 2020 – September 2023 • • • In – charged in monitoring employees’ hours per shift Oversees and administers employees absents and lates Manages and controls agents’ queues • Prepares hourly and end of day reports Concentrix / Convergys – SM City Clark, Manuel Roxas Clark Freeport Angeles 2009 Advance Technical Support Tier 3 (Dell / AT&T), September 2016 – July 2019 • Hwy. • • • • Providing Tier 3 Level Support to Tier 1 Agents Apply coaching / RCA – Root Cause Analysis if necessary Monitoring Products with Technical and Software Issues Assisting Agents thru instructions and provide Tier 3 troubleshooting steps. Creating cases to escalate higher level of Technical and Network related issues to be fixed in the Back Office. West Contact Services – Pasong Tamo Street, Makati City Support Specialist/Workforce Analyst, May 2013 – Feb 2016 - • • • • In – charged in monitoring employee hours per shift Oversees and administers employees absents and lates Manages agents’ queues Prepares hourly and end of day reports Panasiatic Solutions Call Center - Circumferential Rd, Bacolod City Workforce Analyst Sept 2010 – May 2011 • In – charged in monitoring employee hours per shift • Oversees and administers employees absents and lates • Manages agents’ queues • Prepares hourly and end of day reports Transcom Asia (Comcast) - Brgy. Tangub, Bacolod City BST- Real Time Resource Analyst/Workforce Analyst, Sept 2009 • Sept 2010 • In – charged in monitoring employees’ hours per shift • Oversees and administers employees absents and lates • Manages and controls agents’ queues • Prepares hourly and end of day reports Altus Communications (Nokia) - Pasong Tamo, Makati City Warehouse Administrator June 2009 – Sept 2009 • Responsible for the daily warehouse operations • Prepares and analyzes daily sales and inventory reports • In – charged of all warehouse documentations Education Inter – Disciplinary Studies, Major in Marketing – March 2005(Undergraduate) University of St. La Salle, Bacolod City Personal Information Date of Birth Marital Status Nationality : : June 27, 1983 : Single Filipino Character References LOUELLA JOANNE PALO - MANAGER SUPERVISOR– Concentrix, Clark SM City, Clark Pampanga- /-- ATTY. CHARISSE NADINE TILLAMAN – CPA/LAWYER SISTER Centerline Communications--