WFM Realtime Analyst| Quality Analyst | Customer Service 

Overview

Looking for part-time work (4 hours/day)

at $4.00/hour ($352.00/month)

Mapua University
(Computer Engineering)

Last Active

April 28th, 2024 (16 days ago)

Member Since

April 3rd, 2015

Profile Description

Conduent Business Services (Pasay City)
Workforce Management Traffic Analyst (Technical Account)
From December 2019 – Present  
- Communicates interval performance, provides guidance and recommendations to Operations in planning for next steps to meet KPI.
- Generates performance reports and provide input and recommendation on reporting, and analysis based on performance trends.
- Conducts meeting with operations regarding their absenteeism and adherence performance for the week
- Processes schedule change tickets and requests to the published schedule.
- Managing numerous real-time metrics such as: Service Level, Average Speed of Answer, Schedule Adherence, Occupancy, Average Handle Time, and Productive Hours Compliance against a matrix of defined threshold
 
Conduent Business Services (Pasay City)
Quality Assurance Associate (Technical Account)
From May 2017 – Dec 2019
- Conducts quality-related reviews of agent performance, evaluating against chat/call quality standards provided by the client to ensure proper call/chat handling.
- This includes call/chat monitoring, review of data entry/transaction processed and evaluation of any other performance metric that may impact quality (i.e handle time, speed of answer, etc.)
- Documents all observations thoroughly by maintaining observation forms and call center monitoring database.
- Generates quality score report weekly to see score trend per team/site and submit it to operations with feedback for improvement
- Ensures proper and timely dissemination of all processes and business updates to the team, based on client requirements during QA talk/teaUpgrade to see actual infoeting
- Reviews survey returns of Advisors using chat quality standards and coach Advisor if necessary
 
Conduent Business Services (Pasay City)
Team Manager Apprentice (Technical Account)
From March 2019 – June 2019
- Manages team performance by reviewing their chat interactions, utilizing QA scorecard, provide coaching and feedback, counselling and mentoring, and delegation of task if necessary
- Monitors schedule adherence to meet productivity goals
- Conducts weekly teaUpgrade to see actual infoeting for score update, any new requirements, changes and/or updates regarding the account or company-related information
- Ensures the pay of teaUpgrade to see actual infombers were correct every cut-off
- Supervise the team’s overall attendance and behavior to ensure compliance with our Employee Code of Conduct
- Creates one chat evaluation per teaUpgrade to see actual infomber every month to check their compliance with client’s chat quality standards

Conduent Business Services (Pasay City)
Chat Support Advisor (Technical Account)
From June 2016 – May 2017
- Supporting customers of a multinational technology company around the globe
- Handling two to three chats simultaneously while maintaining average handle time and following chat quality standards provided by client
- Documents costumer’s concern accurately on our system including troubleshooting details incase customer chats back/escalation is required
- Diagnose and provide a path in resolving inquiries related to all aspects including device configuration, networking, and account management
- Processing/scheduling appointment for customers for hardware related issues
- Educate and guide customers in resolving any software related issues with their device and provide support articles that they can use as self help guide
- Answering customer questions about company products/services to minimize technical challenges and recommend items that will meet their needs/budget 
 
Alorica Philippines, Inc. (Makati City)
Technical Support Agent (AT&T Account)
From June 2015 – May 2016
- Receive customer calls to provide step-by-step guidelines for the resolution of their technical issue with their phone, internet, and TV service by following workflow guide provided by client
- Provided exceptional customer experience by resolving customer’s issues in a timely manner and made sure to leave them with self-help options before ending call
- Maintaining strict confidentiality of customer’s personal information
- Explain to customers their bill related concerns and transfer over to billing department if bill changes are necessary