Skills
Office and Administration > Data Entry > Encoding
5-10 Years
Document Management, Communication Tools, Spreadsheets Software, Task Management, Email Management
5-10 Years
Reporting and Documentation
5-10 Years
Strong organizational and time management skills
5-10 Years
Customer Service, account management
5-10 Years
Analytical, Communication, People Management
2-5 Years
Computer literate, communication skills, multitasking and basic photo and video editing
5-10 Years
Experience highlights
Real Time Analyst
Audien Hearing
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July/2025
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/
The Workforce Management (WFM) team, particularly Real-Time Analysts (RTAs), ensures service levels and operational stability at Audien Hearing. RTAs monitor agent adherence, adjust staffing in real-time, and analyze schedules to support productivity and consistent service delivery.
Sr. Account Specialist II
JPMORGAN CHASE BANK, N.A.
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May/2021
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Present
Specialized in Mortgage Banking I review loan accounts with a goal to provide satisfactory service to the clients and requirements of the Bank. We need to ensure all of the information is correct without any typographical error or missing details. I also provide assistance in account mortgage payments, escrow inquiries, repayment plans, home equity questions, account reviews and online banking setup.
Sr. Real Time Management Analyst – WFM Lead
CONVERGYS/CONCENTRIX PHILIPPINES
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February/2020
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Present
Monitoring attendance to make sure the correct number of agents is available to answer forecasted volume of incoming calls at the desired service level. Creating forecast and reporting statistics for company's analytical data. Making daily, weekly and monthly reports for the clients and the management team regards to Business statics and financial cost.
Real Time Analyst
CONVERGYS/CONCENTRIX PHILIPPINES
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July/2019
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Present
Working on a real time basis; we monitor the agents schedules, call volume, AHT, every parameter to meet the KPI targets of the client, through tools which are Avaya, ACD, CMS, NICE IEX and QlikView.
Consumer Care Representative
CONVERGYS/CONCENTRIX PHILIPPINES
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April/2018
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Present
We interact with customers to handle complaints, disputes, fraud reporting, online support, process orders, and provide information about an organization's products and services. Qualifications include good communication, problem-solving, and computer skills.
