KATHERINE CHAVEZ VELINA

#** **** ****** ****** ******* 1

San Pedro, Laguna 4023

U.S #: 323 – 247 - 8202

Mobile#: +63-917-*******

Home#: +63 2 808 1102

wch08v@r.postjobfree.com

OBJECTIVE:

To pursue an interesting and challenging career in Call Center that recognizes and awards excellent talents

WORK EXPERIENCE:

ADVANCED CONTACT SOLUTIONS (DTAG)

WorkForce Analyst

Feb 28, 2008 ~ Present

• Monitor all scheduling and development functions such as team shifts, on-phone times, breaks, lunch, etc.

• Coach, monitor and control Customer Service Associates (CSA’s) regarding attendance and schedule adherence.

• Generate comprehensive reports on staffing, agent productivity, real-time schedule adherence and other significant reports of the account and distribute these reports to all concerned parties.

• Serve memos and forward them to Operations Supervisors (Ops Sups) in case of their agent’s policy in adherence as needed.

ADVANCED CONTACT SOLUTIONS (DIRECTV)

WorkForce Analyst

May 2005 – February 2008

• Responsible for the attendance of all the agents.

• Monitor all scheduling and development functions such as team shifts, on-phone times, breaks, lunch etc.

• Putting exceptions in the IEX programming.

ADVANCED CONTACT SOLUTIONS (AT&T Inbound Sales)

Customer Service Representative

May 2004 – July 2004

• One of the world class telecommunication networks in the USA.

ADVANCED CONTACT SOLUTIONS (EBAY.com)

Customer Service Representative

Feb 2004 – May 2004

• One of the world class online shopping website.

DIAGEO PHILIPPINES INC.

Receptionist

June 2003 – Dec 2003

• Answering phone calls from all suppliers and consumers.

EDUCATION:

Bachelor of Science in Commerce, Colegio San Juan de Letran

(Date Graduated March 2001)

Major: Computer Management

Immaculate Heart of Mary School

(Date Graduated March 1997)

Highschool Diploma

PERSONAL INFORMATION:

Born on the 30th of November in Malate, Manila. Fluent in English and Filipino both in oral and written communication. Competent in Microsoft Office Applications such as Word, Excel, Power Point and Adobe Photoshop. Knowledgeable in the Internet. Interests and hobbies include reading, going out with friends, surfing in the internet and watching movies and concerts. Proactive, self-propelled and a team player.

CHARACTER REFERENCE:

To be furnished upon request.

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