Strellita Salustiano
San Marcos,CA
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Area Supervisor
Ross Dress for Less
San Marcos, CA
01.2025 - Current
- Trained and mentored new team members to enhance productivity and customer service.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
- Fostered strong relationships with local communities by organizing and participating in charity events.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Implemented merchandising strategies to drive sales and improve
- Implemented safety protocols to maintain a secure workplace, minimizing accidents and incidents.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Retail Associate
Ross Dress for Less
San Marcos, CA
05.2023 - 01.2025
- Provides excellent customer service.
- Assist customers with product selection and providing product information.
- Operates cash registers and handling customer transactions.
- Maintains store cleanliness and organization.
- Restock merchandise and ensuring product availability on the sales floor.
- Maintains knowledge of current sales and promotions.
- Follows company policies and procedures including safety and security measures.
- Handled returns and exchanges following company policies to ensure smooth customer interactions.
Workforce Services Associate/Intraday Operations Associate
Accenture INC.
Manila, Philippines
05.2017 - 03.2023
- Manages workforce and this includes ensuring that the right number people at the right time doing the right thing to meet the client's target.
- Allocates resources to specific task or allocating resources to specific task or project based on their skills and availability.
- Respond to Operations requests and inquiries accurately and in a timely manner.
- Engage with clients to understand the workforce needs and requirements and to ensure that the workforce management function is aligned with their expectations.
- Mentor - trains and develops new workforce services associates as well as providing ongoing coaching and support to help them achieve their goals.
- Identifies areas of opportunity for process improvement within the workforce management functions. This may involve recommending process or developing new process to improve efficiency and effectiveness.
- Gathers and analyzes data related to workforce performance including metrics such us utilization, productivity and efficiency and use this data to generate reports and insights that can help improve workforce management process.
- Coordinated daily operational activities to enhance efficiency and workflow.
- Assisted in the implementation of process improvements for service delivery.
Workforce Real Time Analyst
Customer Contact Channels/C3
Manila, Philippines
07.2016 - 04.2017
- Monitors and analyze workforce data in real-time to ensure the service levels are met.
- Provides performance update together with the other accounts.
- Handle external and internal outages.
- Sends all deliverables on time and accurately.
- Update schedules for any absences (Sick, EL, FMLA etc.).
- Monitored real-time metrics to optimize workforce scheduling and enhance operational efficiency.
- Analyzed call volume trends to forecast staffing needs and ensure adequate coverage.
Workforce Senior Specialist - Planning
Teletech
07.2015 - 07.2016
- Collaborated with management to accurately forecast staffing requirements based on historical data and projected growth.
- Ensured seamless transitions between shifts by conducting thorough handover meetings, communicating essential information about ongoing tasks or upcoming deadlines.
- Monitored employee performance and attendance, adjusting schedules as needed to maintain optimal workforce efficiency.
- Facilitated regular team meetings to assess project progress and align objectives with organizational goals.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Developed and maintained staff schedules using workforce management software.
- Analyzed scheduling data to optimize labor allocation across departments.
- Coordinated with team leads to address staffing needs and schedule changes.
- Monitored attendance patterns to identify trends and potential staffing issues.
Workforce Specialist - Real Time
Teletech
09.2012 - 07.2015
- Monitors the call center operations in real-time to ensure that agents are adhering to their break schedules and that the service level targets are being met.
- Analyze call center metrics such us service level, average handle time, and occupancy, to identify trends and patterns that may impact call center performance.
- Makes real-time adjustments to staffing level, call routing, or other factors to ensure that the service level targets are being met.
Porting Specialist - NPC 1 & NPC 2
Teletech
06.2008 - 09.2012
- Manages the process of transferring phone numbers from one carrier to another.
- Provides product and services information; resolving product and services problem.
Education
Bachelor of Secondary Education -
Rizal Technological University
Skills
- High knowledgeable of the operating policies and procedures of the company
- Advance in using Windows environments like Word, Excel, Power Point and the internet
- Expert in problem solving, identify solutions and implement them effectively
- Expert in prioritizing task, managing time effectively and meeting deadlines
- Expert in adapting challenging situations and environments
- Expert on organization and managing tasks, projects and information effectively
- Expert in providing excellent customer service and resolve issues effectively
- Fast learner, hard worker and get along well with peers
- Innovation management
- Management collaboration
Certification
- Advance Microsoft Excel - 2017
- Call Center Fundamentals - 2007
- Personality Development Training - 2005
Timeline
Area Supervisor
Ross Dress for Less
01.2025 - Current
Retail Associate
Ross Dress for Less
05.2023 - 01.2025
Workforce Services Associate/Intraday Operations Associate
Accenture INC.
05.2017 - 03.2023
Workforce Real Time Analyst
Customer Contact Channels/C3
07.2016 - 04.2017
Workforce Senior Specialist - Planning
Teletech
07.2015 - 07.2016
Workforce Specialist - Real Time
Teletech
09.2012 - 07.2015
Porting Specialist - NPC 1 & NPC 2
Teletech
06.2008 - 09.2012
Bachelor of Secondary Education -
Rizal Technological University