Realtime Analyst

Verified

$7/hr

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Outline

Looking for Full-Time work (6 hours/day) at $7/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

More than 10yrs of varied work experience in the field of Customer Service, Small-Office-Home-Office Network, Training facilitation, Workforce.

Skills & Experience

Skills

Technical support 5-10 Years

Attention to detail 10+ Years

Customer Support > Technical Support, Data Entry 5-10 Years

teamwork, multitasking, problem solving, adaptability, communication skills and work knowledge 10+ Years

Basic Graphic Design, Data Entry 6 Months to 1 Year

Training Facilitation and Delivery 2-5 Years

communicate through phone, chat, and email 10+ Years

Experience highlights

Realtime Analyst

Foundever · September/2017 – /

Monitor operation activities on a real-time basis, such as agents’ phone status, schedule adherence, and offline activities..
Collaborate with senior management including forecasters and schedulers when discussing staffing and headcount in order to achieve target metrics.
Provide recommendations to team leaders and operations manager to achieve required Service Level, Abandon rate, Occupancy, and Handling time
Utilize PowerBI, CMS Avaya Supervisor, and IEX in generating reports on an hourly basi

Chat Support

Conduent · May/2017 – Present

Receives and responds to customers through chat regarding questions about their telco account status, billing, and other inquiries.
Collaborated with team leaders and operation managers if escalations are required, and inquiries that need management approvals when addressing a customers’ concern.
Participates in update training and town halls when available to be aligned with new processes and updates.

Customer Service Representative

Teletech · December/2016 – Present

Receives and attends to customers through incoming calls regarding their internet service, billing, updates, and if there are ongoing promos.
Collaborated with team leaders and operation managers if escalations are required, and inquiries that need management approvals when addressing a customers’ concern, in order to achieve required metrics such as Customer Satisfaction, AHT, QA.

Technical Support Representaive

Convergys Phils. Inc. · January/2013 – Present

Receives and attends to customers through incoming calls regarding issues with their computer and/or laptop. Walk customers through the troubleshooting process to identify the root cause and resolve their system issues.
Collaborated with subject matter experts, team leaders, and operation managers if escalations are required, and inquiries that need management approvals when addressing a customers’ concern, in order to achieve required metrics such as Customer Satisfaction, AHT, QA.

Customer/Marketing Service Representative

Xlibris Phils. · January/2012 – Present

Utilizes provided spreadsheets with customers’ information of their digital/ebook publishing package, making sure that the marketing services that are included (i.e flyers, ads, etc.) are done and in a timely manner. Communicate with ‘authors’ to update them of the status of their digital publishing and if they need to add and/or remove other services.

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