Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Accomplishments
Education and Training
Timeline
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ALLEN FRITZIE TALIDRO

Springfield,MO

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

16
16
years of professional experience

Work History

Team Lead

Wicresoft
06.2020 - 11.2022
  • Collaborated with other team members to troubleshoot complex issues and develop solutions.
  • Ensured compliance with established processes, procedures, policies, guidelines, and standards.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Supported the manager in developing plans for future projects, initiatives and objectives.
  • Collaborated with other departments to develop effective solutions that meet customer needs.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Ensured compliance with company policies and procedures throughout the team.
  • Identified opportunities for process improvements, implementing changes when required.
  • Motivated staff through positive reinforcement techniques.
  • Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
  • Developed strategies to increase team productivity and improve customer service levels.
  • Delegated tasks appropriately according to individual skill sets.
  • Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Resolved escalated customer complaints or queries promptly and efficiently.
  • Trained new staff in relevant processes and procedures.
  • Delegated daily tasks to team members to optimize group productivity.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.

Technical Support Engineer

Wicresoft
04.2015 - 06.2020
  • Resolved complex technical problems through root cause analysis techniques.
  • Assisted users with password resets and account lockout resolutions.
  • Provided technical support to customers by troubleshooting and resolving hardware and software issues.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Analyzed system logs for potential problems or errors related to system performance or security threats.
  • Provided remote assistance to end-users when needed.
  • Monitored ticketing system queues for incoming requests from customers.
  • Created user accounts in Active Directory while maintaining proper security protocols.
  • Provided real-time support via phone, email, and chat to address customer technical concerns.
  • Recommended system enhancements and upgrades to support evolving business needs.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintained positive working relationship with fellow staff and management.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.

Workforce Management Analyst

Convergys
12.2013 - 03.2015
  • Assessed the impact of proposed schedule changes on overall labor costs.
  • Monitored adherence to service level objectives and provided real-time guidance as needed.
  • Developed forecasting models to ensure optimal staffing levels in call center operations.
  • Performed trend analysis on historical data to identify areas for improvement or optimization.
  • Conducted audits of team performance against established goals for accuracy and compliance.
  • Provided recommendations for process improvements related to scheduling, attendance, and hiring practices.

WFM Intraday Specialist

Convergys
09.2011 - 12.2013
  • Monitored daily performance metrics and trends, such as service levels, handle times, and occupancy rates.
  • Responded promptly to inquiries from internal customers regarding WFM matters.
  • Assisted in the implementation of new systems and technologies related to WFM activities.
  • Analyzed intraday staffing requirements for call center operations and recommended changes as needed.
  • Recommended adjustments to schedules based on changing business needs or customer demands.
  • Generated detailed reports outlining volume projections, shrinkage analysis, and other pertinent information about call center operations.
  • Developed real-time reports to track key performance indicators.
  • Collaborated with IT teams to design automated solutions that improved WFM processes.
  • Reviewed agents' time off requests to ensure compliance with company policies.
  • Handled all schedule-related requests, including PTO, shift swaps and overtime.
  • Developed new-hire training materials regarding all attendance and schedule matters.

Customer Service Representative

Sykes Asia
11.2006 - 05.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Education

Bachelor of Science - Psychology

Mindanao State University
Marawi City
04-2005

Skills

  • Performance Optimization
  • System Configuration Changing
  • Critical Thinking
  • Interpersonal Communication
  • System Troubleshooting
  • Teamwork and Collaboration
  • Software Updates
  • Problem-Solving
  • Technical Documentation
  • Project Management
  • Technical Troubleshooting
  • Application installations
  • Issue Research
  • Troubleshooting and diagnosis
  • Remote Support
  • System diagnostics
  • Software Installation
  • Technical expertise
  • Product Knowledge
  • Data Analysis
  • Call Documentation
  • Customer Support
  • Complaint Management
  • Attention to Detail
  • Customer Success Management
  • Root Cause Analysis
  • Training and mentoring

Affiliations

Active Participant, Annual Company Sportsfest and Events
April 2015 – January 2022

  • Team Collaboration: Actively participate in the yearly company sportsfest, demonstrating strong teamwork and collaboration skills by working closely with colleagues across various departments.
  • Leadership and Initiative: Often take on leadership roles within team sports, organizing practice sessions, strategizing game plans, and motivating team members to achieve common goals.
  • Event Coordination: Contribute to the planning and execution of sports events, including setting up venues, managing schedules, and ensuring smooth operations to enhance team spirit and engagement.
  • Adaptability and Sportsmanship: Engage in diverse sports and activities, showcasing adaptability and a positive attitude, whether competing in individual events or supporting team efforts.
  • Employee Engagement: Foster a sense of camaraderie and boost morale by participating enthusiastically in company-wide events, promoting a healthy work-life balance and strengthening interdepartmental relationships.

Languages

English
Full Professional

Accomplishments

    Employee of the Year Award

    Wicresoft, Shanghai, China

    January 2021

  • Recognized for exceptional overall performance and significant contributions throughout the year, demonstrating leadership, innovation, and consistent high-quality results.

    • Best Team Lead Award

    Wicresoft, Shanghai, China

    February 2021

  • Awarded for outstanding leadership in managing and guiding the team, resulting in improved project outcomes and team cohesion.

    • Best Team Lead Award

    Wicresoft, Shanghai, China

    April 2021

  • Acknowledged for exemplary team management, strategic direction, and successful completion of critical projects.

    • Management Award

    Wicresoft, Shanghai, China

    April 2021

Education and Training

other

Timeline

Team Lead

Wicresoft
06.2020 - 11.2022

Technical Support Engineer

Wicresoft
04.2015 - 06.2020

Workforce Management Analyst

Convergys
12.2013 - 03.2015

WFM Intraday Specialist

Convergys
09.2011 - 12.2013

Customer Service Representative

Sykes Asia
11.2006 - 05.2011

Bachelor of Science - Psychology

Mindanao State University

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