Service Representative Customer
Resume:
JESSA MARIE ROBLES MATE
open for challenges, a team-player, and someone who is very eager to learn new things
WORK EXPERIENCE
Customer Service Representative
August 2019 - May 2021
Concentrix – Banawa
-Assist customers in keeping their accounts in good standing
Decide on customers’ cases/disputes
Real Time Management Analyst
May 2021 – 2023
Concentrix – Banawa
-Inputs intraday scheduling exceptions as required (e.g. trainings, breaks, lunch, VGH, overtime, meetings etc) through eStart time keeping tool, IEX webstation tool and NICE IEX.
-Data processing using MS word, MS excel, powerpoint in synthesis of outputs
-Intraday management, report generation and analysis of key performance indicators (i.e. Service Level, Staffing Quality, Occupancy, Average Handling Time, Agent Productivity, Adherence) using NICE IEX Workforce Management Tools, CRDB, Avaya CMS application, WFMNow Intraday Management Tool, Nuance, CCR
-Weekly schedule movement to meet commit/demand requirements given by the client
-Joins Cap call with Ops, clients and scheduler to discuss 6-month view of staffing
-Joins Staffing Call with Ops and scheduler to discuss on weekly staffing view, plans and mitigation items
WORK ACHIEVEMENT
Top Agent
December – January 2020
February – March 2021
March - April 2021
EDUCATION
BACHELOR OF SECONDARY EDUCATION – MAJOR IN ENGLISH
Southern Leyte State University – College of Teacher Education
2015 – 2019
LET Passer (2022)
ACADEMIC ENGAGEMENT
The Light Group of Publications, Writer/Contributor
2016- 2019
-Covered school’s yearly events
-Wrote articles of the same
TRAININGS AND SEMINARS ATTENDED:
4TH Philippine I Transform! Young Leaders Convention Southern
Leyte State University – College of Teacher Education November 21,
2015
Ethical Issues on Cyberspace and Media Information Literacy
Southern Leyte State University – College of Teacher Education
January 10, 2018
Evidenced Based Teaching and Research Summit
University of San Carlos – South Campus
February 2020
PERSONAL INFORMATION
Phone:
Email:
*****.*******@*****.***
Birthday
December 24, 1998 – (24 years old)
Present Address:
R. Duterte St. Banawa Cebu City
SKILLS
Communication
Teaching
Basic Computer Literacy
Problem Solving
Writing / blogging
Site: (Jessamate.wordpress.com)
LANGUAGES
English
Filipino
Cebuano
CHARACTER REFERENCES
Tibus, Erlinda
Professor
Geralyn Ariesga
Supervisor
Lyndon Dumagan
Real Time Associate
Mark Lester Quirit
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