Reports Analyst/Quality Assurance Analyst

Overview

Looking for full-time work (8 hours/day)

at $3.41/hour ($600.00/month)

College Undergraduate

Last Active

April 2nd, 2015 (3542 days ago)

Member Since

July 19th, 2014

Profile Description

PROFESSIONAL EXPERIENCE ?
September 2011 – March 2015
West Contact Services
Makati City
Reports Specialist
Weekly Executive Deck (AVIS Car rentals Mexico)
Prepares the weekly executive powerpoint presentation that reviews the weekly site performance in multiple LOB's. (line of business)
I am also in charge of creating all templates, calculators, graphs and formulas necessary for the compilation of needed data.
Trend Analysis for graphs and charts. Part of my job is to compare and explain weekly site performance.
I personally speak to directors and foreign clients to discuss the movement of site statistics and resolve reporting-related scenarios.
Reports Specialist Comcast
Maintains the weekly scorecard for COMCAST.
Reports Specialist Bank of America
Prepares the Daily, WTD, MTD, QTD and YTD Quality Reports for Bank of America.
Prepares Weekly KPI for Bank of America.
Reports Specialist Payflex
.
Handles Labor Efficiency reports for Payflex. (4 LOB's)
Reports Specialist American Express.
Functions as a backup support specialist to other financial accounts such as American Express, etc.
The Executive Summary: Client Services
Spearheads the gathering of data for the completion of the executive summary that compiles daily site performance for all 18 accounts.
Prepares and presents data to clients, vendors and directors to openly discuss statistics.
Reports Specialist AT&T
Generates major reporting for both management and operations. e.g. Daily CSAT performance report, Labor efficiency, etc.
Organizes historical data.
Catalyst Auditor AT&T Postpaid and Prepaid
AT&T policies and procedures specialist.
Provides general assessment to all adjustments made by agents to consumer accounts. Part of the goal is to determine why an adjustment is absolutely necessary through intensive account review, documentation and historical mapping.
Observes month-by-month performance trending to draw attention to outliers and provide immediate feedback.
Deep Dive Analyst AT&T
Tasked to review site surveys and deliver in-depth analysis to aid both client and operations in understanding how to better improve phone time and gauge the overall performance of a particular site and/or region.
Other duties:
Representative to all client calls.
Prepares new templates and calculators to premature accounts.
Contributes to the local company paper.
Proofreads the General Manager's speech in various occassions.
Appointed as the team overseer.
Active in all indoor company events.
February 2010 - March 2011
Teleperformance
Mall of Asia, Pasay City
Quality Assurance Analyst for AT&T Mobility Postpaid
Promoted as Quality Assurance Analyst for AT&T mobility Postpaid. My job description are as follows:
Provides general feedback to call center agents, highlighting their areas of opportunities and the do’s and don’ts of every call.
Conduct QA (Quality Assurance) talks to all agents prior to graduation.
Nesting Analyst for AT&T CSE Mobility Postpaid (formerly assigned to West & Northeast) – part of the job is to monitor the performance of newly graduated agents and provide quality feedback to achieve our client expectations.
Actively Hosts Client Calibrations
Directly reports to the client for account-specific feedbacks.
November 2009 - February 2010
Teleperformance
Mall of Asia, Pasay City
Customer Service Representative
Worked as a Customer Service Representative for AT&T mobility Postpaid.
March 2009- June 2009
Rainbow Education Center
BF Homes, Paranaque City
Online and Man-to-Man English Teacher
Pronunciation, Vocabulary and Word Construction Teacher for Koreans. Also worked as a storyteller for grade-schoolers.
July 2008 – March 2009
Freelance
Laguna
English Tutor
Worked as a freelance English tutor to elementary and high school students alike.
August 2006 – March 2007
Pacita Faith Christian School (PFCS)
San Pedro Laguna
Assistant Elementary Teacher (Monitor)
Served as a monitor that provides special attention to elementary kids that encounter difficulties in English and Word building. Promotes the Art of writing and Public speaking to students