Michael Victor G. Rafon

MICHAEL VICTOR G. RAFON 579 J. Luna, Bagong Silang, Mandaluyong City Contact No.:-/- E-mail Address:- Objectives: To work in a company where I can apply all my knowledge, skills and untiring efforts that would allow me to learn and enhance my ability as well as contribute to the growth of the company. QUALIFICATIONS : Excellent in oral and written English communication : Proficient in MS Excel : Can handle complaints and accept queries : Can work within a team environment and meet deadlines : Ability to work under pressure : Versatile and willing to learn any assigned task PROFILE Date of Birth Civil Status Nationality : : : November 17, 1989 Single Filipino EDUCATIONAL ATTAINMENT Degree - Bachelor of Science in Business Administration major in Marketing Tertiary - Secondary - Elementary - Camarines Norte State College Daet, Camarines Norte AY:- Camarines Norte National High School Daet, Camarines Norte AY:- Pandan Elementary School Daet, Camarines Norte AY:- WORK EXPERIENCE Workforce Support/Real Time Analyst/Data Analyst Startek USA Inc. June 2016 – Present Job Responsibilities: •Maintains schedule data in electronic workforce management software (eWFM, IEX or other system as provided) and/or logs, including intraday exceptions. •Maintains accurate and timely employee information in workforce management software and logs. Collects necessary data from partner sources. •Design and creation of excel-based tools/utilities for automation of data update, management and reporting. •Monitors workforce management system, ACD’s, client tools and other work load/service level information. •Provides guidance to operations and other service partners to optimize client performance. •Manages group chat rooms with contacts at various levels to drive awareness on program performance. •Identifies recurring problems with work process policies or procedures; contributes ideas on ways to resolve problems to better serve the customer and/or improve productivity. •Monitors real-time daily reports for adherence to scheduling and service level parameters Chat and Email Support Startek Philippines Ltd. February 2013 – June 2016 Job Responsibilities: • Communicate with customers and provides basic technical support regarding equipment and billing information thru chat/email. Customer Service Startek Philippines Ltd. October 2011 – February 2013 Job Responsibilities: • Communicate with customers over the phone to provide information and assistance on product use, account information and billing concerns. CHARACTER REFERENCES MARIA DELA TORRE Senior Manager Startek USA Inc. #69 Jupiter St., SM Cyber One Bldg., Bel- Air, Makati City Contact No- Email Address:- ANDREW TUMBAGAHAN Manager Startek Philippines Inc. #69 Jupiter St., SM Cyber One Bldg., Bel- Air, Makati City Contact No- Email Address:- ANDRE SAN JOSE Senior Team Leader/ Supervisor Startek Philippines Inc. #69 Jupiter St., SM Cyber One Bldg., Bel- Air, Makati City Contact No- Email Address:- I hereby certify that the above-mentioned information is true and correct to the best of my knowledge and belief. MICHAEL VICTOR G. RAFON Applicant