Skills
Workforce Management
5-10 Years
Office and Administration > Quality Assurance
2-5 Years
1-2 Years
Process improvement
2-5 Years
Data entry >Marketing>Telemarketing >Outbound-Inbound calls> Documentation
5-10 Years
MS Excel
5-10 Years
Data Analysis
2-5 Years
Ticketing Systems
5-10 Years
ChatGPT
1-2 Years
Project Management > Asana > Monday > Trello
1-2 Years
Customer service > Sales Representative > Customer Support
5-10 Years
issue resolution
5-10 Years
Customer Support > Chat Support >Technical Support
2-5 Years
Customer Onboarding
5-10 Years
• Live Chat Support
5-10 Years
Experience highlights
Workforce Management Scheduler & Analyst
Qualfon Philippines Inc.
·
November/2019
–
Present
Tracked multi-account agent schedules using MS Excel and ticketing platforms. Analyzed data for IDPs and leveraged AI tools for workflow automation and reporting efficiency.
Quality Analyst Apprentice
Conduent
·
November/2018
–
Present
Executed QA audits and survey analysis to identify customer pain points. Authored QA reports and guidelines to maintain accuracy and satisfaction scores.
Customer Support Representative
Conduent
·
April/2017
–
Present
Managed high-volume inbound chat support for administrative, billing, and technical inquiries. Guided clients through account setup and collaborated to improve documentation.
Technical Support Representative
Teleperformance
·
August/2015
–
Present
Provided technical and email support for domain and web services. Drafted detailed troubleshooting guides to assist clients with setup and technical procedures.
Operations Manager
GISDA Security Agency
·
March/2012
–
Present
Managed end-to-end operational workflows, client communications, deployment tracking, and comprehensive administrative reporting.
