日本と海外をつなぐクラウドソーシング

telus international

workforce analyst

2018/01～ 2021/12

Tasks or responsibilities:
Real-time chat/call and email queue management. Provide recommendations in staffing based on the chat/call volume and switch agents to email to be more productive during avail time.
Optimization of schedule. Updates agent’s status, profile and schedule updates/ modification and disputes.
Create, generate and send reports to clients and operations as needed or bi-hourly/hourly/weekly and monthly.
Coordinates with IT, clients and operations on system downtimes, maintenance or any issues/events that
might affect the service level.
Answers chat, phone and email within a specified turnaround time.

C3 CustomerContactChannels

traffic analyst

2016/08～ 2017/04

Tasks or responsibilities:
Real-time chat queue management. Provide recommendations in staffing based on the call volume.
Optimization of schedule if needed. Updates agent’s status, profile and schedule.
Create, generate and send reports to clients and operations as needed or bi-hourly/hourly/weekly.
Coordinates with IT, clients and operations on system downtimes, maintenance or any issues/events that
might affect the service level.
Answers chat, phone and email as soon as possible or within a specified turnaround time.

convergys philippines

Command Center Coordinator

2010/12～ 2016/03

 April 2015 – March 2016 - Command center coordinator
Onstar - Pre-day management Scheduling and forecasting - CVG1 – Makati City
******June 2013 –April 2015 - Command center coordinator
eBay / Walgreens / Express Scripts/ Paypal - CVG1 and Robinsons Galleria – Makati/Pasig City
Tasks or responsibilities:
Real-time chat queue management. Provide recommendations in staffing based on the call volume.
Optimization of schedule if needed. Updates agent’s status, profile and schedule.
Create, generate and send reports to clients and operations as needed or bi-hourly/hourly/weekly.
Coordinates with IT, clients and operations on system downtimes, maintenance or any issues/events that
might affect the service level.
Answers chat, phone and email as soon as possible or within a specified turnaround time.

 July 2011 - June 2013 - C &A - Credits & Activations and Collections Rep.
AT&T - CVG Glorietta 5 - Makati City
Tasks or responsibilities:
Answers Billing and general information inquiries of customers over the phone.
Assisting customers in processing orders, sales/payments, customer information updates and shipping
using the client tools.
Upselling client’s value to customers by providing promos and updates to enhance customer’s account or
Plan.
Creating new accounts, adding new lines and activating account with customized plan based on the customer’s needs.
Negotiating and processing payments or assist in setting up payment plans for delinquent accounts/suspended acct.

 December 2010 - July 2011 - B.G.I. - Billing and General Information Rep.
DirecTV - Northgate, Alabang, Muntinlupa City
Tasks or responsibilities:
Answers Billing and general information inquiries of customers over the phone.
Assisting customers in processing orders, sales/payments, customer information updates and shipping
using the client tools.
Upselling value to customers by providing promos and updates to enhance customer’s account or
Plan, deescalating and saving accounts that is requesting for cancellation.

Bhive

Quality Analyst

2010/01～ 2010/11

 January 2010 - November 2010 - Outbound Representative/Quality Assurance
Market Research and Real Estate Campaign/ FMS Company/Debt Relief Services
Townsend Polymer / Time Share/ JW World Resources/Armada Debt Solutions –Las Piñas City
Tasks or responsibilities:
Appointment setter, outbound representative/Telemarketer.
Offer debt solutions and do phone surveys to possible prospects.
Listens to and provide feedback for quality calls.
Update and create database information for possible prospect and clients.

Hotel Meizansou

Hotel staff

2008/10～ 2009/05

Hotel Staff - Nagoya City, Japan
Kitchen/ araiiba

Hotel Shidotaira

Performer/Artist

2007/07～ 2008/01

Performs in hotel club with cultural, modern dance.

Siva Incorporated

Office staff

2002/01～ 2007/05

Tasks or responsibilities:
Administrative task such as organize and create files for applicants.
Create and update profiles, IDs and documents. Provide updates and schedule for applicants.
Send emails, answers inbound and outbound calls for events and interviews.

Freelance

Freelancer

2020/10～

Freelancer:
Research, survey, typing jobs
Resume updates
Video editor
Photo uploader
Organize business emails, plans and organize meetings and travels/accomodation.

Continuum

Workforce Analyst

2021/12～

Real-time queue management.
Provide staffing recommendations based on the volume.
Optimize schedules, and modify agents' status, profile, skill, and schedule.
Answers chat, phone and email within a specified turnaround time. Communicates with operations, other departments (such as HR and IT), team members, clients, and vendors for anything that may impact service level and performance.
Produced and updated documents, reports, and tracking spreadsheets using Microsoft tools, Google, Verint, IPACD, and Vendor dash.