Victoria Kalingasan

Victoria Kalingasan Call Center Supervisor | Workforce Management | Admin/Floor Assistant-- Objective: I am aiming to be a High-energy Supervisor successful in building and motivating dynamic teams. Cultivates a company culture in which staff members feel comfortable voicing questions and concerns as well as contributing new ideas that drive company growth. Organized and diligent with excellent written oral and interpersonal communication skills. Basing all action plans and projects to help the company achieve its goals through data analysis transforming it to a much more understandable presentation and coming up with a resolution. Manage or lead assigned workforce towards the achievement of organizational goals. Skills: Highly organized with strong attention to details Intraday, scheduling., Workforce Management. Knowledgeable in MS Word, PowerPoint and Excel, Pivot, Visual Basic, Macro Strong computer, communication, interpersonal and analytical skills. Experience in Microsoft Excel Reporting and data analysis. Aspect WFM, Avaya CMS, IEX Totalview, RTA, Icare, Citrix navigation Experience in handling a team for a short period of time and have been an SME for a long time. Team POC and Peer Advisor Qualifications: Proactive communication skills, can work with minimal supervision. Extremely well-organized, confident in decision-making, detailed and multi tasked oriented. Experience in creating template, data maintenance for Operation’s use. Has the ability to transform data into organized insightful information. Experience in Workforce management and Forecasting. Ability to plan, organize, implement, and follow through. Punctual, accurate and driven by deadlines. Has the ability to quickly learn new products, reporting technologies and tools. Creative, reliable when it comes to presentation of reports and data. Understanding and calculation of call center metrics Served as POC/Peer Advisor from previous and current company Capable of setting a positive tone within the team and work environment 10 years of experience in common online customer service platforms Work Experience Call Center SupervisorAsurion – TCP Sta Rosa Laguna June 2017 – Present Review and monitor the daily activities and performance of the team, which includes attendance, call coverage, claim procedures and quality standards. Track, report and maintain quality, attendance, productivity and service measures. Accountable for ensuring that the team meets client metric obligations. Notify the Operations Manager on a daily basis of all issues that arise from the customers and the employees. Monitor associate calls for quality standards and provide constructive feedback. Support training programs and coach toward performance improvement of associates. Conduct informal and formal performance reviews and do corrective action as necessary. Conduct the performance evaluation process and administer progressive discipline as necessary. Contribute to decisions related to systems, tools and processes. Assist the Manager and the HRD by reporting changes due to employee work schedules, voluntary and involuntary terminations, leave of absence requests, vacation and illness. Qualifications Real Time AnalystAsurion – TCP Calamba City, LagunaJanuary 2015 – June 2017 Provide clear and concise statistical reporting in a diverse environment Monitors intra-day call traffic and real time staffing to ensure optimal service levels and metric goals are achieved on an interval and daily basis Make timely, proactive recommendations to management based upon changing business needs and maintain detailed record keeping Manage daily service levels to plan Coordinate staffing to plan with operations management Make recommendations to operations management on staffing levels to balance service objectives and cost Keep operations and workforce management informed real-time of service risks or issues Maintain agent schedules in real time Act as central communications point for any technology or facility issues affecting call center and support operations Peer Advisor, serving as Point of Contact for the team during special events and projects. Command Center Associate/ Workforce AnalystConvergys Philippines Makati City November 2014-January 2015 Responsible for maintaining and coordinating vital information regarding internal day to day business; serving as a liaison to clients and all internal departments including, but not limited to, Work Force Management, Clients Services, Operations, etc.  Analyze and monitor statistical information in a timely manner to ensure proper call allocation goals are met.  Monitor designated call centers through various internal and external platforms, instituting timely and efficient communication to verify allocation settings, queue settings, overflow targets, media events, and transcription campaigns.  Efficiently manage call volume and labor resources for our inbound and outbound call centers, while maintaining and exceeding company and client goals and expectations.  Floor AssistantConvergys Philippines Sta. Rosa Laguna November 2012 – November 2014 Responsible for the creation and maintenance of organizational and client reports as well as the daily production and distribution of such reports. Fulfilling contractual reporting obligations to the client and to provide management with operation reports, as well as developing improved reports. Creativity and expertise in the tools to make recommendations to Operations but does not allow for input on measures or operational processes. Manually extract data from different client and internal tools and created data files as being used for presentation of agents/clients metrics. Author of templates being used in the production floor to track schedules, call driver, payment arrangement, and the like. POC for engagement activities, and POC for Schedule Bid. POC for schedule and staffing current account. Exposure to Real Time Intraday Service Level Management. Ability to upstaff and downstaff to meet client requirements on staffing/forecast. Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved. Attend client calls and take down notes for staffing directions. Able to meet deadline and submit deliverables on a short period of time Provide floor management direction through face-to-face communications, phone, and messaging applications Top Floor Assistant in 2013 Escalation AssociateConvergys Philippines Sta. Cruz, Manila January 2012– November 2012 Handles escalated calls from frontline agents. Resolve high level complaints from customers. Assigned as POC for a team as a replacement of Supervisors. Served as Subject Matter Expert for newly hired agents. Top Escalation Agent May 2012 Peer Advisor and Supervisor replacement whenever necessary Collection Care AssociateConvergys Philippines Sta. Cruz, Manila October 2009 – January 2012 Handles outbound/inbound card holders who are flagged overdue or delinquent status. Risk analyst ad review of customer accounts, recommending process improvements where relevant. Negotiating with card members to determine the best course of action and gaining agreement for both short and long term solutions. Respond to card members inquiries in an appropriate manner, offering personalized service with a ‘can do’ attitude. Collections Care RepresentativeTeletech Sta. Rosa, Laguna January 2008 – October 2009 Provide customer experience by answering customer queries regarding collection issues. Reduce delinquency for assigned accounts. Arrange for debt repayment or establish repayment schedules based on customer’s financial situation. Resolve customer complaints. Liaise with various internal departments to solve customer queries. Customer Service RepresentativeAdvance Contact Solutions Cabuyao, Laguna May 2007 – December 2008 Handles customer needs, meeting quality standards for services, and evaluation of customer satisfaction Resolves billing or service complaints and refers grievances to designated departments for investigation Proactive in up selling of products and services for both customer and company gain Was an on call agent to render Extra Hours when in need Best in Quality Served as POC in absence of Supervisor. POC in generating Employees Overtime and Production Hours.