Workforce Analyst with 4+ years of experience.
Resume:
Eleazar Rodriguez
Madja-as Street, Group *, Area B, Payatas
Quezon City, 1119
*********@*****.***
Workforce Analyst with 4+ years of experience with strong data analysis skills, detail-oriented personality and the ability to work independently. Possesses a Diploma in Computer and Electronics Technology and expertise in Microsoft Excel. Looking to leverage my knowledge and experience in the new role at your company.
PROFESSIONAL EXPERIENCE
CONCENTRIX DAKSH SERVICES PHILIPPINES CORP., UP Ayala Technohub, QC
Workforce Analyst, July 2013 – Present
Real time tracking of all key client SLAs like Service Level, TAT, and Schedule Adherence
Make recommendations to operations to improve productivity and compliance
Analyze reports historical data and trends
Provide reporting for campaign, service and advisor performance and other reports as required
Recognize and initiate escalation of all system difficulties
CONCENTRIX DAKSH SERVICES PHILIPPINES CORP., UP Ayala Technohub, QC
Email Advisor, June 2012 – July 2013
Develop strong customer relationships and responsible to resolve queries of the customers through email within the assigned TAT
Manage and take ownership of the resolution process for all customer related issues
Maintain up to date knowledge and assimilates quickly to new promotional offers and programs
TELETECH, NOVALICHES, QC
Technical Support Representative, October 2007 – February 2010
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, and more
Research required information using available resources
Identify and escalate priority issues per Client specifications
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
Follow up and make scheduled call backs to customers where necessary
Stay current with system information, changes and updates
EDUCATION
STI College, Fairview, Quezon City
Diploma in Computer and Electronics Technology, May 2007
ADDITIONAL SKILLS
Expert in Microsoft Office, with a focus on Excel
Web and tech savvy, require little to no training
Contact this candidate