JAY ENRICO S. NICOLAS

Blk * Lot **Kensington * Lancaster Estates Brgy. Navarro

Gen. Trias Cavite 4107

+639*********

adnb90@r.postjobfree.com

OBJECTIVE To join an organization where I can use my skills and expertise, expand

my knowledge and background for personal and professional growth.

EDUCATION

2007 – 2008 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES – Sta. Mesa

Bachelor of Science in Mechanical Engineering

December 2008

1999 – 2003 POLYTECHNIC UNIVERSITY OF THE PHILIPPINES - Sta. Mesa

Bachelor in Mechanical Technology

March 2003

1995 – 1999 HOLY INFANT ACADEMY

High School Diploma

March 1999

WORK EXPERIENCE

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) /

Production Supervisor

Dec ‘04– Jan ‘05 West Contact Services

HR Assistant

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)

PERSONAL BACKGROUND

-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

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