Leah Inoc

LEAH E. INOC Block4 Lot 11 La Aldea Buena Mactan, Timpolok, Babag, Philippines --/- TecAdemics - Engagement Specialist September 25, 2017 – December 30, 2017 Call students to help them set appointments with their trainers Help students log into the website to access the training course Make follow up calls for those who haven’t made their appointments with their trainers Remind students through email or calls of their set appointments for the day Email and phone handling Organizing calendars of trainers assigned Provide customer service Macquarie Group Limited - Workforce Analyst April 25, 2016 – August 11, 2017 Update SOW tracker based on SOW funding requests for new and extended engagement for consultancy, projects and other expenses Monitor the status of SOW and follow up, if necessary, to secure all required documentations Raise carts and maintain the records of cart numbers and purchase order number Monitor the cart age as a basis for follow up in the P2P approval chain Provide updates and reminders to Management regarding cart approval status, invoice approval status, and documentation status on a regular basis Supervise completion of end to end P2P Process Provide updates on invoice reconciliation on an adhoc basis Present an effective and accurate response to query or concerns based on P2P process knowledge Carry out detailed analysis to identify root cause of issue for invoice payment delay or other concerns as raised by managers and Procurement through use of various reports and systems and the end to end knowledge of the P2P process Identify continuous improvement opportunities within the P2P process Maintain up to date procedures and documentation Assist other Workforce Management related tasks with direct or indirect impact to the end to end P2P process Safeway PhilTech - Real Time Analyst (Service Desk) April 23, 2014 – April 23, 2016 Established Standard Operating Procedure for Real Time monitoring Generate Outlier Report for Operations’ basis for one on one coaching opportunities in terms of performance Provide daily agent performance to management Monitor agents’ activities to ensure productivity is achieved Manage call queue strategically with Managers and Leads Coordinate with Managers and Leads for any time off or other non-productive time and Overtime hours needed based on call queue Analyze call arrival patterns and call types Working on process improvement for off phone (Web) team Call out agents who are beyond thresholds Plot real time schedule adjustment, off phone activities and some ad hoc requests Ad hoc tasks and reports requested by management Mentor Management on tools beneficial for team management Communicate effectively with multiple sites from agents to management Proficient in Aspect eWFM, RTA, Crystal Reports Survey Sampling International - Market Research Project Manager September 16,2013 – April 12, 2014 Review scripts to make sure logic is followed and relevant to targeted respondents Set up surveys according to client’s preference, may it be online or offline (phone) Work with programmers and data processors to ensure projects are run on time and correctly Launch and monitor surveys Monitor progress of survey on an hourly or daily basis Analyze data results from surveys run Coordinate with Account Managers and phone centers to meet clients’ and dialers’ concerns Coordinate with clients on how to run the projects and discuss project specifics Teletech Cebu - Workforce Management Supervisor January 27, 2012 - February 15, 2013 Supervise the Real Time Analysts who are responsible in real time monitoring and reporting Handle escalations from internal and external clients Act as a liaison between internal and external clients in order to meet and implement actions beneficial for the business Attend operational meetings like Capacity planning and Business Reviews to assess how programs are performing Prepare end of month report for billing purposes Proficient in Avaya CMS, Aspect eWFM, RTA TeleTech Cebu - Workforce Management Senior Specialist February 7, 2010 - January 26, 2012 Take care in running effective staffing plan for the program in the next two weeks; depending on the need especially on holidays or unexpected issues Create schedules for the agents to ensure whole shift is covered Approve Vacation requests based on allocation and shrinkage Provide Root Cause Analysis on end of day’s performance Generate ad hoc reports requested by internal and external clients Train potential analysts for scheduling roles Prepare end of month report for billing purposes Roll out Workforce Management Basic to new hires Attend Business Reviews, Capacity Call in both internal and external clients Proficient in Avaya CMS, Aspect eWFM, RTA TeleTech Cebu - Real Time Analyst May 7, 2007 - February 7, 2010 Monitor agents’ activities to ensure business and company metrics are met Call out or send Incident Reports for those who are exceeding threshold for each activities as well those who are on unnecessary state Ensure productivity is met without compromising business or client metrics Generate and send reports to internal and external clients the running performance of the program (per interval level) Identify factors affecting poor performance and coordinate with internal clients on the action items to meet the standards at the end of the day Work with internal and external clients during outages for escalation process Train and share best practices to new members of the team Proficient in Avaya CMS, Aspect eWFM, RTA TeleTech Cebu - Technical Service Representative Trainee (AT&T) April 23, 2007 - May 4, 2007 Product specific training TeleTech Cebu - Customer Service Representative (BestBuy) October 16, 2006 - April 22, 2007 Answer all inquiries of customers Process successful sales Direct to the right department for further assistance CONVERGYS Cebu - Customer Care Specialist (Sprint) March 28, 2006 - Sept. 24, 2006 Answer all inquiries of customers Process successful sales Handle billing issues Process basic trouble shooting for technical or hardware issues Direct to the right department for further assistance