Marines Pangilinan
Las Pinas,Philippines
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
1
1
Certificate
Work History
Data Entry (Part-time)
VA Billing
NA, NA
03.2024 - Current
- Utilized specialized software applications related to the job role.
- Collaborated with other departments to resolve issues regarding incorrect data entries.
- Organized files according to established procedures for easy retrieval later on.
Manager, WFM
Teleperformance
Man, Philippines
02.2022 - Current
- Developed and implemented workforce management strategies to improve customer service, reduce costs, and increase efficiency.
- Monitored daily staffing levels to ensure adequate coverage for call volume fluctuations.
- Analyzed trends in call center data to identify opportunities for process improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Analyzed business performance data and forecasted business results for upper management.
Traffic Controller (Freelance)
5ca
NA, NA
05.2021 - 12.2022
- Maintained records of employee absences, tardiness, and other time-related issues.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
- Managed communication between managers, employees, payroll administrators, and third-party vendors.
Supervisor, WFM
Teleperformance Philippines
Pasay, Philippines
01.2018 - 02.2022
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
Scheduling Analyst
Teleperformance Philippines
Pasay, Philippines
02.2016 - 01.2018
- Developed and maintained detailed production schedules to ensure on-time completion of projects.
- Provided input on capacity planning activities in order to optimize utilization of resources.
- Conducted regular meetings with stakeholders to discuss progress and identify potential problems or solutions.
Workforce Real Time Analyst
Teleperformance Philippines
Mandaluyong, Philippines
07.2013 - 02.2016
- Monitored real-time labor performance metrics and identified areas for improvement.
- Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.
Customer Service Representative
Teleperformance Phils
Mandaluyong, Philippines
06.2010 - 07.2013
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Bachelor of Science - Management
Trinity University of Asia
Quezon City, Philippines04-2010
Skills
- File Management
- Proofreading
- Calendar Management
- Scheduling appointments
- Maintaining records
- Confidentiality
- Data Entry
- Scheduling
- Workforce Planning
- Managing schedules
- Maintaining service levels
- Schedule Coordination
- Business Forecasting
- Simulation Modeling
- Capacity Planning
- KPI Monitoring
- Workforce management tools
- Resource Planning
- Data Analysis
- Microsoft Excel
- Resolving issues
Certification
- Lead Generation specialist certification
Timeline
Data Entry (Part-time)
VA Billing
03.2024 - Current
Manager, WFM
Teleperformance
02.2022 - Current
Traffic Controller (Freelance)
5ca
05.2021 - 12.2022
Supervisor, WFM
Teleperformance Philippines
01.2018 - 02.2022
Scheduling Analyst
Teleperformance Philippines
02.2016 - 01.2018
Workforce Real Time Analyst
Teleperformance Philippines
07.2013 - 02.2016
Customer Service Representative
Teleperformance Phils
06.2010 - 07.2013
Bachelor of Science - Management
Trinity University of Asia
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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