Philippines
• I have worked in the BPO Industry for almost 9 years with different Roles and Responsibilities, and Accounts. • In 2007, I was in a Technical Account. Mentor for Process and Technical Troubleshooting, Compliance and Audit, Data Mining, Reporting and Data Analyst. • In 2012 to Present, I’m in a Technical and Sales Account focus on Reporting and Analytics, Data Mining, Analyzing Trends and Making Projections, Goal Setting, and recently on a Sales Project.
Work Description: • Create and Maintain the following reports: o Daily, Weekly, Quarterly, and Yearly Reports on all KPIs. o Dashboard Summary for All Levels (Site to Agent Level). o Weekly, Monthly, and Quarterly presentations for TeleTech and Verizon Business Reviews. o 30-60-90 Day Performance. o Headcount/Master list for all employees. • Automate, Manage and Organize Reports. • Analyze Trend and Make Projections, and Goal Setting. • Maintain a SharePoint site for Call Tracker and Others. • Responsible for on boarding and ID Management for New Hires (Charter). • Supported Verizon Account since April 2016. o Supporting 2 LOBs (Service To Sales and FIOS – Tech Support) over 2,000 employees. o Supporting 3 Sites (1 Cebu and 2 Manila Sites) • Supported Charter Account on April 2012 to June 2015. o Supported 4 LOBs (Billing, Retention, Cable and HSI) over 1,500 employees. o Supported 8 Sites (5 Philippine and 3 US Sites).
Work Description: • Perform Audits on Calls, Sales, and Complaints. • Coach agents on opportunities specific to software, hardware troubleshooting and processes. • Maintained a SharePoint for TeleTech and HP Updates, Call Tracker and Others. • Technical Escalation POC between Teletech and HP for Technical Updates. • Partner with HP on Technical Aspects on a weekly basis. • Ensure team has tools, systems and support needed to perform their job. • Data Mining, Reporting and Data Analyst.