Artemio, Jr. Teope Valeza

Adliya, Manama, Kingdom of Bahrain

+973-******** ada9j5@r.postjobfree.com

Skills

Advanced Workforce Management, Supervisor (Data Analysis / Interpretation, Reports-Generating) Intermediate Call Center Agent, Real-Time Analyst

Warehousing / Logistics (Stocks Inventory / Management) Convenience Store Operations

Preventive Maintenance (plant) Operations

AUTOCAD (Basic)

Clerical and Admin works (proper documentation of files) Proficiency in MS Word and Excel with basic knowledge on MS Access Experience

Jul 2014 - Present

Sales Officer

We Rent A Car Adliya / Zinj, Kingdom of Bahrain

Industry Automobile / Automotive Ancillary / Vehicle Specialization Sales – Retail / General

• Receives the customers, clients, visitors in a polite and pleasant way with a good smile and assist them; providing excellent customer service with good satisfaction and maintaining good customer relationship

• Answering the phone calls made, and redirecting them to the concerned people effectively

• Preparing vehicle check-in – check-out documents and filing of records

• Coordinating the communication between employees of different departments

• Mailing letters and other documents, messages to the necessary people

• Maintaining the records of entry and exit details

• Collection of rental charges and generating receipts

• Handling credit card payments and its’ proper documentation

• Explaining and negotiating the terms and conditions of agreements and its’ signing and documentation

• Physical checking of fleets and tracking of maintenance and services

• Sending vehicles to the maintenance department and coordinating with the maintenance in charge for repairing and services of the allotted fleets

• Coordinating with the customers and maintenance in charge for the proper maintenance and periodic services of the lease / rented fleets Jun 2012 - May 2014

Workforce - Real-Time Analyst

C3 / CustomerContactChannels Bonifacio Global City, Taguig City, Philippines Industry Call Center / IT-Enabled Services / BPO

Specialization Customer Service

• Responsible for reporting agent schedule adherence using real-time software and ACD real-time displays

• Works closely with Operations, conducting trainings on web-based WFM software and adherence issues to set corrective action

• Calls out non-adherent events through Desk Alerts or walkie-talkies so that non- adherent agents can be directed back toward the phone; also monitor agent calling behaviors in real- time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds

• Report and give real-time campaign statistics across various measures such as service level or staffing interval requirements to Operations in ensuring we are meeting contractual standards as defined by clients

• Provides real-time feedback to Work Force Management (WFM) and Operations management on the status of the campaign; works closely with a team of Traffic Analysts to provide reporting within the set guidelines. May also be required to document processes and to change agent skill associations on the switch and or provide historical reporting, depending on campaign requirements Dec 2008 - Mar 2011

Workforce Supervisor

Advanced Contact Solutions SM City Lipa, Lipa City, Batangas, Philippines Industry Call Center / IT-Enabled Services / BPO

Specialization Customer Service

• Manage center staffing and maximize over-all center performance in terms of workforce utilization

• Correspond with client/s regarding issues that may arise regarding operations and coordinate with internal management to resolve them

• Collaborate with the Workforce Staff to efficiently monitor call volume and ensure that service level goals of the program are met, if not exceeded

• Monitor headcount and manpower movement across the different segments of the program

• Supervise the Workforce staff and prepare their Employee Performance Review (EPR) as needed to monitor their performance and development

• Performs other job-related duties as assigned from time to time Apr 2007 - Dec 2008

Workforce Analyst

Advanced Contact Solutions SM City Lipa, Lipa City, Batangas, Philippines Industry Call Center / IT-Enabled Services / BPO

Specialization Customer Service

• Implement workforce functions like deployment and scheduling, capacity planning and forecasting, retrieval and analysis of ACD characteristics, real-time monitoring, and call traffic management

• Monitor all scheduling and deployment functions such as team shifts, on-phone times, breaks, lunches, 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

• Prepare memos and forward them to Operations Supervisors (Ops Sups) in cases of their agents’ policy in adherence as needed

• Provide suggestions on how to obtain service level goals and strategic initiatives

• Performs other duties or responsibilities that maybe assigned from time to time Feb 2005 - Mar 2007

Customer Service Associate

Advanced Contact Solutions Citibank Center, Makati City, Philippines Industry Call Center / IT-Enabled Services / BPO

Specialization Customer Service

• Perform exceptional customer service and provide customer satisfaction at all times by receiving and responding to telephone inquiries, complaints and other concerns

• Deliver quality customer service through proper handling of the clients’ concerns about their purchased products while maintaining, if not exceeding service levels

• Perform and provide inbound sales by placing the orders of the customers and up selling when needed

• Assist customers with other after-sales concerns such as cancellation, order status, and other necessary information

• Verify and audit the sold and upsold items based on the orders made by the customers

• Participate in training classes and other similar programs as needed or as recommended by the immediate superior

• Perform other duties and responsibilities that maybe assigned from time to time Mar 2000 – Sept 2000

Material Handler

Toshiba Logistics (Phils.) Corp. Laguna Technopark Incorporated, City of Biñan, Laguna, Philippines

Industry Computer / Information Technology (Hardware) Specialization Warehouse / Logistics

• Verify incoming material against accompany documents to determine completeness and accuracy; maintain inventory records in the computer system

• Keeping record of material moved or handled using scanner or BaaN session to transfer material between locations or to assembly line (production line)

• Assemble, pack or pick materials

• Perform counting actives for physical inventory, cycle count, shipping or receiving accuracy

• Ensure proper stock rotation

• Move or remove materials to/from the appropriate storage area Apr 1998 – Oct 1998

Part Time Store Clerk

7-Eleven Corporation Balibago, City of Sta. Rosa, Laguna, Philippines Industry Consumer Products / FMCG

Specialization Customer Service / Stock Keeping

• Maintain daily operations to keep store operating smoothly

• Keeping a clean, safe environment for patrons, ringing customer purchases using electronic cash registers, and giving correct change

• Additional duties consist of forecasting, ordering, and stocking merchandise throughout the store

May 1995 – Nov 1995

Stockman

Jollibee Foods Corporation City of Cabuyao, Laguna, Philippines Industry Food & Beverage / Catering / Restaurant

Specialization Stock Keeping

• Receives delivery of product from suppliers

• Monitor movements of products from stockroom to kitchen area and maintains inventory of it

• Arrange items or products according to its sequential order and maintain cleanliness and orderliness of stockroom

Education

2001 AMA Computer College

Canlalay, Biñan City, Laguna, Philippines

Major Bachelor of Science In Computer Engineering (undergraduate) Skills

Advanced Workforce Management, Supervisor (Data Analysis / Interpretation, Reports-Generating) Intermediate Call Center Agent, Real-Time Analyst

Warehousing / Logistics (Stocks Inventory / Management) Convenience Store Operations

Preventive Maintenance (plant) Operations

AUTOCAD (Basic)

Clerical and Admin works (proper documentation of files) Proficiency in MS Word and Excel with basic knowledge on MS Access Languages

Language Spoken Written

English 8 8

About Me

Gender Male

Age 42 years old

CPR No 771250215

Address Flat 22, Bldg 1399, Road 2728, Area 327

Adliya, Manama, Kingdom of Bahrain

Nationality Filipino

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