JAY ENRICO S. NICOLAS
Gen. Trias Cavite 4107
OBJECTIVE To join an organization where I can use my skills and expertise, expand
my knowledge and background for personal and professional growth.
2007 – 2008 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES – Sta. Mesa
Bachelor of Science in Mechanical Engineering
1999 – 2003 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES - Sta. Mesa
Bachelor in Mechanical Technology
1995 – 1999 HOLY INFANT ACADEMY
High School Diploma
Oct ‘14 – present JP Morgan Chase and Company
Business Analyst (Real time)
-responsible for entering and reporting Customer Services Specialist (CSS) schedule and exception activity.
-provides management with performance reports relating to forecasting, scheduling, service level and CSS performance, using EWFM, RTA, CMS and other various software applications.
Principal Duties and Responsibilities
-monitor specialists thru the use of EWFM, RTA and other tracking tools to maintain information on CSS activity and status, including schedule assignments, absences, meetings, and other.
-uses EWFM software combined with ACD reporting tools to analyze accuracy of forecast workloads, staffing requirements and staff scheduled, as well as actual staffing and service levels.
-processes requests for time off and responds appropriately with information and/or approvals
-provides site management with information to evaluate requests for schedule exceptions and/or changes
-generate reports for call center management
-analyze information on CSS activity and forwards items requiring attention to management
-other duties as assigned
Jun ‘14 – Oct ‘14 CONVERGYS Philippines
Command Center Associate / Real Time Analyst
Mar ‘13 – Jun ‘14 CONVERGYS Philippines
Command Center Associate / Schedule Administration Team
Nov ‘11 – Mar ‘13 CONVERGYS Philippines
Command Center Associate
Mar ‘05 – Nov ‘11 West Contact Services
Custom Operator System Support Specialist (Workforce) /
Dec ‘04– Jan ‘05 West Contact Services
Aug ‘04 – Feb ‘05 West Contact Services
Technical Support Representative
Apr ‘03– May ’03 Nissan Service Center U.N. Avenue
Assistant Job Controller (Practicum/Trainee)
-Born on June 7, 1982 in Makati, Philippines
-Fluent in English and Filipino
-Knowledgeable in MICROSOFT OFFICE, and MACINTOSH OPERATING SYTEM APPLICATIONS
-Interest and skills includes programming, web developing and relating with people.
REFERENCES Available upon requests