Victor Dereja

Dereja, Victor J. 118 Esguerra St., Barangay 75, Caloocan City Contact Nos.:- loc 804 ;- Email:- Employment History 1.Excel Ninja Supply Chimp | National Capital Reg, Philippines May 2018 - Present (10 months) Duration : 5/10/2018 - present Position Title : Excel Ninja Expert Industry : Online Selling ● ● ● ● ● ● ● Back End Maintenance Support Monthly Pricing update Database Management Process website fixes Data collation for reports generation Existing templates automation Adhoc tasks that includes MS Excel 2.EXL Global Services Duration : 6/23/2014 - 4/30/2018 Position Title : MIS Assistant Manager Industry : Call Center/ BPO Work Description ● Template and tracker creation ● Access database management ● Prepare reports for business reviews for stakeholders, support and clients ● Scorecard and dashboard automation and maintenance ● Data collation for reports generation ● Tracking of performance pay and other process incentive programs ● Existing templates automation ● Adhoc reports ● Supervise MIS Analysts ● Assist operations with performance management ● Provides analysis for process improvement 3.Intelenet Duration :2/16/2011 – 6/20/2014 (3 years and 4 months) Position Title : MIS Analyst Industry : Call Center/ BPO Work Description ● Perform daily data gathering, analysis, and reporting utilizing various data sources. The production of time sensitive daily reports will provide actionable data that will assist Operation Managers in the planning and management of personnel and technology resources. ● Analyze and consolidate data to produce weekly, monthly, quarterly, ad hoc and annual reporting utilizing various data sources and interaction with various lines of business and Operations area. ● Assist the Operations business units to identify possible solutions to the issues/problems identified. ● Coordinate with business/process owners to determine and refine reporting and analysis requirements ● Develop, test and implement daily, weekly, monthly, and ad hoc reports that enable data driven business decisions. ● Communicate and present analytical findings to the management team ● Identify data necessary to support daily, weekly, monthly, and quarterly reports ● Analyze large pools of data to discover trends, patterns, correlations that will assist Managers in making better business decisions going forward ● Create and design reports for the management team and business unit level Operation ● Identify process improvements to streamline date collection and report creation ● Provide MBR, Invoice and Dashboard reports to the management 4.Transcom Worldwide Duration : 12/16/2009 – 2/12/2011 (1 year and 2 months) Position Title : Resource Real Time Analyst Industry : Call Center / BPO Work Description ● Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. ● Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines. ● Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures. ● Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Recommend procedural and operational guideline changes to improve communications and operational efficiency. ● Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data. ● Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company’s financial goals (efficiencies) are met. ● Making necessary adjustments in scheduling software to appropriately track the productivity of Call Center Agents. ● Planning and scheduling off-phone events. ● Maintaining confidentiality relative to organizational strategies, objectives, and practices. 5.Etelecare Global Solutions Duration : 9/6/2004 - 3/11/2008 (3 years and 6 months) Position Title:WFM Specialist-Productivity Assurance Coordinator Industry : Call Center/ BPO Work Description ● Monitors program performance real time and analyzes current day’s call volume versus forecast. ● Provides actions quickly to address negative variances in order to meet established service level objectives. ● Coordinates with Operations teams for their current day requirements for coaching, training, off phone work, and meets with them to meet schedule adherence goals. ● Coordinates with Operations on all operational issues impacting service level. ● Prepares and communicates Agent adherence and other reports, timely and accurately. ● Recommends overtime requirements based on the day’s actual volume and schedule adherence and other service-impacting activities. ● Provides shift-end report detailing the service level performance, schedule adherence and actions taken during the shift. Educational Background Bachelor of Science Business Administration Major in Computer Application College of Saint Benilde – DLSU- Skills MS Excel Avaya CMS Computer hardware and software eWFM RTA Visual Basic SQL Personal Particulars Age Date of Birth Gender Marital Status Nationality : 39 : 6 July 1979 : Male : Married : Filipino Additional Info Expected Salary: 60,000 PHP Lean Six Sigma yellow belt Effective Leadership Training Advance Excel Training Effective Coaching and Feedback Training Reference Charleston Cu Company: EXL Global Solutions Position: MIS Assistant Vice President Mobile #:- Ramir Alcantara Company: EXL Global Solutions Position: MIS Senior Manager Mobile #:-