Ilene May Sera Rosales Bragais
Blk 8 Lot 14 Villa San Mateo VI Guitnang Bayan San Mateo Rizal
Contact #-
Email ad:-===============================================================
I: EMPLOYMENT SUMMARY
REAL Time Analyst ( TELUS International Philippines Inc.)
April 2009 - Present
Responsible for the maintenance of real time service levels and advanced coordination of all phone and non-phone activity.
Support Workforce Officer / Operations Manager in achieving the service standards and customer loyalty commitments detailed in the service agreements and strategic plans.
Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
Act as the central point of contact for all schedule exceptions and time off requests.
Prepares MIS reports and participates in the analysis and interpretation of data as appropriate.
Prepares Attendance Reports and Intraday Reports (Forecast vs. Actual Staffing, Volume, AHT, SL’s). Assure the timely dissemination of reports and information.
Joined Conference Call & On-board meeting with programs together with Clients to discuss the program stats.
Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
Responsible for the maintenance of service levels daily/weekly/monthly for all accounts to avoid penalty.
Monitors ACD queue statistics and contact traffic, deploying staff as needed.
TIER II (Escalation Team) TSYS PREPAID
November 2008 – March 2009
Accepts all escalations from the frontline reps.
Send customer's request like form and statement of account.
Check and verify docs send by the customer
Manages decision making to resolve customer's issue
Provides support to the frontline representatives.
Resolution Specialist (Dell Financial Services)
March 2008 - October 2008
Accepts all escalations from the frontline reps.
Provides support to the frontline representatives.
Taking care off customer concerns for second level issue such as dispute for billing.
Handled and monitored team progress to achieve targets;
Run hourly performance / progress reports
Performed team call observation and coaching
Assists customers in problems concerning service billing related complaints and requests.
Outbound Resolution Specialist (Dell Cag)
September 2007 - February 2008
Responsible for all outbound calls for the cluster.
Handles all follow up calls of all the agents.
Verify if the concern of the customers’ issues were resolved by the frontline representatives.
Sends KANA emails for customer’s who needs additional follow up on their concerns.
Replies to customer’s KANA emails if they still need further callbacks or follow up on their issues.
Enhance the customer experience by proactively out bounding to customers for resolution.
Provide excellent customer service by dealing concerns and dispute of the customer.
Inbound Resolution Specialist (Dell Cag)
May 2007 to August 2007
Accepts all escalations from the frontline reps.
Provides support to the frontline representatives.
Creates all dispatches for the frontline reps like returns, replacements and credits.
Provides updates to the team captain on the current pends of the team.
Responsible in filling up ART for pick ups and all returns.
Sends KANA emails for customer’s who needs additional follow up on their concerns.
Creates all dispatches for the frontline reps like returns, replacements and credits.
Responsible for tracking all dispatches created and all escalations of the frontline reps.
Customer Interaction Associate (Dell Cag)
July 31, 2006 - May 2007
Responsible for receiving calls from customers of Dell Computer Corporation.
Handles returns and giving credits to qualified customers.
Manages decision makings especially if the customer is really qualified for proper credit and/or concessions.
Updates the coupon that the team uses.
Handles concession updates within the team.
Skills
Familiar with Call Center Managing and Reporting tools – CMS, Genesys CCPulse, CME, Impact360 (Blue Pumpkin), Microstrategy, Vendor Portal
Proficiency with Office programs (Microsoft Excel, Word and PowerPoint)
– Intermediate knowledge of call center management and all related calculations
– Intermediate knowledge of various forecasting / scheduling software
– Strong organizational skills
– Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
– Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion
– Ability to work independently with minimal supervision.
– Capability of problem solving
Trainings/ Seminars Attended
Power Excel (August 2011) – Basic Excel, Tables and Graph
Personal Empowerment Program
Making a Difference: Exceeding Customer Expectations
Achieving Win-Win Situations: Being a Team Player
Maximize Yourself (Workshop on Time and Stress Management)
Growth Begins Within: Enhancing Your Confidence
Embracing Change: Managing Personal Transitions
Scheduling Cross Training (Feb-)
Six Sigma (Yellow Belt Training) – August 2014
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Team Point Person
- check verification and waiver processed by reps
- Updates the Verification and waiver tracker every day.
Best in QA in Q2 for Dell CAG
Best in QA in Q3 for Dell CAG
Certificate of Recognition Assure Management for Handling ADSL Account
Quarterly Performance Award Top 2 (October – December 2011)
Perfect Attendance (Q1- 2012)
II: Education
- Polytechnic University of the Philippines (PUP) Sta. Mesa, Manila
Bachelor of Science in Political Economy
-Marikina High School (F. Torres St. Concepcion, Marikina City)
Certification of High School Graduate
