Zenica Vargas

ZENICA BISUÑA VARGAS Flora Vista Condominium, 345 Peacock Street, East Fairview Barangay Commonwealth Quezon City, Philippines -/- Competencies Thirteen years of experience in customer-facing and back-office roles in the BPO industry Plans, organizes, and coordinates quality accredited ICT projects Responsible for supporting the system development plans and directives of Australia Collections Team by gathering, analyzing, and documenting business and system requirements, performing user acceptance testing (UAT), spearheading end-user training, and collecting feedback Works closely with the executive team, project team, development team, IT’s and other business stakeholders in making sure that all development requirements are met within expected timelines Accountable for day-to-day operations of resourcing, scheduling, prioritization and task coordination and meeting project milestones, objectives and deliverables within agreed timeframes and budgets. Analyzes engagement data, identifying trends in customer interaction and planning digital campaigns Performs various administrative tasks and assist clients via internet through phone including answering emails, data entry, word processing, social media management, content creation, project management, scheduling meetings, appointment setting and making travel arrangements Excellent knowledge and understanding of Workforce Management: generation of schedules of all agents across Canadian sites responsible for real-time monitoring, queue management and adherence tracking monitor, track and report site activities and employee occurrences; communicate staffing discrepancies to team leaders and site directors; report leave allocations to WFM that may trigger changes in staffing plan and schedules actively manage volumes in all sites to ensure optimal staffing levels; facilitate agent skill assignment; plot exception segments into the Workforce Management tools in a daily basis; process agent vacation leave applications and shift swap approval requests create accurate and timely reports that reflect the teams’ performance tracks and report system issues which impacts production; execute WFM intraday requirements such as performance reports, trend analysis and short-term reforecasting ad hoc tasks designed to improve customer satisfaction and business performance; maximize the use of department technology to improve division efficiency and effectiveness act as a single point of contact in the evening for WFM Adequate knowledge of call center operations, metrics, tools and resources being utilized by WFM: Avaya AIQ, CMS, Qlickview, Citrix, IEX Totalview, and Verint Attention to detail and strong ability to identify trends and best course of remedial action to support service delivery Able to multitask in a high-pressure environment even with no supervision Excellent in negotiation skills including conflict resolution Proficient in MS Office applications Logical and analytical reasoning. Checks for mutual understanding and demonstrates effective listening skills Communicates key points clearly and concisely; reinforces key messages to ensure the correct message is received Work Experience Probe CX. April 2023 to July 2024 Business Analyst Manulife Business Processing Services. March 2015 to December 2019 Senior Workforce Analyst HSBC Electronic Data Processing Inc. January 2010 to January 2013 Collections Associate Western Union Financial Services Phil. Inc. April 2008 to July 2009 Workforce Realtime Analyst Vision-X Philippines. October 2007 to April 2008 Customer Service Representative (promoted as Workforce Analyst for Western Union after 6 months) TRG Phils. Inc. January 2007-September 2007 Customer Service Representative Teletech Customer Care Management Phils Inc. December 2005-February 2006 Technical Support Representative Educational Background College Ateneo de Naga University, Naga City Bachelor of Arts, Major in Political Science Graduate, April 2003 High School and Elementary La Consolacion College, Iriga City Graduate,- Special Skills/ Interests Dance, Theater and Music (artistic choreography in power dance and contemporary dance; Acting; Singing and playing indigenous instruments), indigenities and contemporary art, travelling, mountain hiking, beadwork and a tattoo enthusiast. Organizational Affiliations Vice President-Group of United Ateneans (GUNA). Ateneo de Naga University- Production Committee Head/ Member - TeAtroDigNos. Ateneo de Naga University- Artistic Choreographer/ Member- Kaboronyogan Cultural Network. Bicol. 1992 to 2011 Character References: Atty. Jihan Jacob Friend/ Confidant - Mr. Elvis Maravilla Friend- Team Lead - Mrs. Stephanie Moffit-Williams Former Teammate- Workforce Management Manulife Business Processing and Services -