Xenia Dee Palic

 XENIA DEE M. PALIC- Bacolod- Professional Profile I have been in a BPO/Call center industry for barely 10 years and currently I am one of Real Time Analyst in one of the biggest Contact Center in the Philippines. My tasks includes real time monitoring, create operational reports for our stakeholders, calling our clients for operational reports, managing real time adherence with operations, creating templates and communication letters for our clients, managing our chat rooms for real time queries and notifications and other tasks that are relevant to our post. MS Excel Expert Google Hangouts Manager Customer Service Google Drive and Google Sites Manager Website Manager Facebook Manager Ability to Work Under pressure Leadership Adaptability Conflict Resolution Self Motivation Time Management Professional Experience Transcom Worldwide, Bacolod City From August 29, 2009 to March 2018 Real Time Analyst Responsibilities/Achievements: Monitor associate real time schedule adherence; provide authorization for all unplanned activities and coordinate approved activities with Management Work with Clients, Operations, and Remote Centers to manage and resolve downtime and telephony issues Send out hourly performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts Stakeholder management. Assist with Call Center Management initiatives (e.g. delivering workshops, training and ongoing organizational education) Send out regular performance updates including interval and intraday SVLs, % to forecast, ASA, and callouts Teletech Customer Care, Bacolod City November 20016 to December 2008 Technical Support Representative Achievements: Strengthened the dealership reputation by providing expert technical explanations and resolving product disputes between customer, dealer and manufacturers. Created exceptional support and training systems, which maximized team effectiveness and allowed quick rollout of campaigns. Developed strong relationships with managers and staff, creating a cohesive and productive team within a deadline-driven environment. VY Domingo Pawnshop, Quezon City June 2001 to October 2006 Accounting Specialist Achievements: Work proactively with other departments in identifying and resolving accounts receivable related issues. Analyze billing submitted by field managers, process in accounting software and apply payments. Verified receipts and reviewed all company expense reports for accuracy. Prepared journal entries, participated in monthly closing, and reviewed inter-company accounts. Ran weekly operating reports. Education Colegio San Agustin, Bacolod City Bachelor of Science in Commerce major in Computer Sciecne March 2001 References References are available upon request.