• Admin / Office / Clerical
  • Call Center / BPO
  • May 16, 2016

Experiences:

4.0 years

Freelance Virtual Assistant / Project Manager

My top 3 skills are : Project Management, People handling, Problem solving.

Here are some of the tasks that i have done for the last 4 years as a Freelancer:
Email handling
Schedule management
Calling clients on his behalf
SEO and SEM Training
E-commerce website management (with Shopify)
SEO management (Google Analytics and Google Shopping)
Offshore staffing Management
Reports management
Shipstation Management (Orders & shipping Management)
Ecommerce Selling Platform Management (Amazon, Ebay, Rakuten, Craigslist, TrendNV, etc)
Event Planning
Wordpress : Website Designer
Web Research
Article writing
Making Phone calls
Social Media Marketing/ Management
Audio / video transcription
Project management
Hiring Manager

7.6 years

Call Center (Tech Support, Sales, Customer Service, Outbound Researcher, Relay Operator and Workforc


TELEPERFORMANCE Cebu Philippines September 2011 to January 2013

Workforce Department – Mission Control Analyst
Generate interval reports from an ACD system that shows statistical data on agent efficiency and productivity
Monitor schedule adherence and attendance
Coordinate and collaborate with the operations management team to ensure that service targets are met
Formulate and implement, via the operations management team, immediate action plans to address short-staffing
Monitor call traffic to meet required call handling, staffing levels on a real-time basis as needed to ensure campaign's KPI's are met.
Monitor intra-day scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required.
Pro-actively communicate and follow up with operation to execute all planned and real time activities.
Track scheduling exceptions including attendance, approved off phone activity or policy violation. Coordinates validation and approval of shift exchanges.
Prepare and deliver report presentations as required.
Track and report outages and escalations, computer system problems/failures to appropriate personnel.

Strengths and tasks
Assigned Account POC (US Telco and US Tech Account)
Assigned to train new Analysts in the department
Real time emails, tracking, hourly reports update
Assist operations with system issues with basic troubleshooting and contacting helpdesk to ensure resolution.
Maintain high occupancy and answer rate by controlling offline activities, tracking real time pull outs.



Software Used:
MS Outlook
MS Excel
Avaya CMD Supervisor
Internet Explorer / Google Chrome
MS Powerpoint
MS Word
Totalview IEX







STELLAR Cubao Manila, Philippines February 2011 – August 2011

Communication Assistant
Relay conversation for deaf user either via voice or text.

Software Used:
Relay Operating Software
Notepad


AEGIS PEOPLSUPPORT Cebu Philippines February 2010 – February 2011

Senior Executive – Real Time Analyst September 2010 – February 2011

Generate interval reports from an ACD system that shows statistical data on agent efficiency and productivity
Monitor schedule adherence and attendance
Coordinate and collaborate with the operations management team to ensure that service targets are met
Formulate and implement, via the operations management team, immediate action plans to address short-staffing
Monitor call traffic to meet required call handling, staffing levels on a real-time basis as needed to ensure campaign's KPI's are met.
Monitor intra-day scheduling forecast compared to actual volumes and make necessary adjustments throughout the day as required.
Pro-actively communicate and follow up with operation to execute all planned and real time activities.
Track scheduling exceptions including attendance, approved off phone activity or policy violation. Coordinates validation and approval of shift exchanges.
Prepare and deliver report presentations as required.

Software Used:
MS Outlook
MS Excel
Avaya CMD Supervisor
Internet Explorer / Google Chrome
MS Powerpoint
MS Word
E-WFM




Customer Service Representative – Banking February 2010 – September 2010

ensure security to customer's accounts.
Perform security verification
address customer's account related concerns
ensure high satisfaction to customer needs.

Software Used:
Banking System




CONVERGYS Cebu Philippines May 2008 - October 2008

TECHNICAL SUPPORT REPRESENTATIVE

Assist customers in troubleshooting their internet connection for both wired and wireless set up.
Assist customers in any email issues
Address any account , products and services related concerns
Ensure excellent satisfaction delivered to the customer



WESTERN WATS PHILIPPINES INC. Cebu Philippines Oct 2005 – May 2006
OUTBOUND RESEARCHER

Conduct random surveys to U.S residents
Ensure survey participants of confidentiality of their identity and answers

8.8 years

other Side Jobs

Article Writer FREELANCE 2009-2010
Stage Manager CIS Summit August 2012
technical director Anniversary show December 2010
technical director Pretenz 3 – Halloween event November 2010
Paralegal Election 2007 LAKAS-CMD May 14 16 2007
Production Assistant Coca Cola Sales Convention 2007 Apr12-14 2007
Associate Property Consultant Land Asia Aug2006
Band Vocalist / Artist Talentfolio Oct2003-Apr2004
Stage Manager Jamaican Nights 2004 Jan2004-May2004

Applicant Photo
Applicant ID: 5155
Top Skills
  • Admin / Virtual Assistant
  • Project Management
  • Social Media Management
  • Graphics Designing
  • Lapu-lapu, Cebu