Nikki M. Cañas

Name: NIKKI M. CAÑAS Email:-Mobile:- Skype: nikki_montefolka ______________________________________________________________________________ SUMMARY: ● ● ● Adaptable and quick learner with proven skills to work under pressure Focused and goal-driven with strong work ethics, continuously striving for improvement coupled with commitment to offer quality work Possesses strong negotiation and communication skills. KNOWLEDGE: ● ● ● ● ● ● ● ● Research Lead Generation Operations Handling Proper Customer Handling Back-office tasks Client Communications Workforce Management tasks and protocols Worked with following platforms: o Transera o LivePerson o SmarterTracker o 4comm o InContact o Monet o Verint o ClearView o CID o o o o o o NICE IEX Slack Trello Canva Wordpress Dialpad WORK EXPERIENCE: ● November 2018 – November 2022: Omnitrance Solutions Inc. as a Virtual Operations/Accounting Associate ○ Urgently requests quotation for discounted pricing from specified vendors ○ Urgently submit quotes to the client for approval should there are price differences. ○ Encode in Google sheets all information such as item name, item description, part #/ SKU, quantity requested, quantity availability, price list, price extended, total price, source link ○ Vendors: Amazon, Amazon UK, Newegg, B&H, CDW G, Memory4Less , Lakeshore , D&H Distributing, Gopher Sport, School Outfitters, Steve Weiss Music, Adorama, Dick Blick Global Industrial, Lego, School Specialty, Banggood, Aliexpress, etc.. ○ Follow up orders’ tracking details via call, chat and email and encode it in a shared google sheet ○ Check and update the warehouse about the deliveries due on a daily basis ○ Update sheets for new released POs to with corresponding schools ○ Check order status in FedEx, UPS and USPS website daily and update file ○ Compile and sort invoices, and make payments by credit cards ● January 2018 - October 2018: Worked as a Virtual Assistant for Tanatsa Nyamambi ● November 2017 - May 2018: Demand Science Philippines as a Lead Generator ● December 2016 – October 8, 2017: Conectys Philippines Inc., as Customer Service Representative ● August 19, 2013 – November 18, 2016: Offsourcing Philippines Inc. (Awesome OS now) first as WFM associate, then promoted as WFM Scheduler for Techstyle Inc. (formerly JustFab Inc.) ○ Responsible for ensuring that the entire LOB (Line of Business) is utilizing all resources to meet the KPIs ○ Intermediary between Command Center and Site Operations. ○ Administration of agent profiles, teams, and skills within WFM and ACD software. ○ Track and report center and agent performance with reports from WFM and ACD software. ○ Analyze and report historical data and trends. ○ Manage intraday scheduling process (re-skilling, training, pull-outs, call-outs, overtime). ○ Manage proactive approval and denial of discretionary activities; such as vacations, PTO, trainings, and meetings. ○ Lead weekly and daily staffing review meetings with management and adherence analysts detailing previous and current week’s performance, while also identifying risks. ○ Responsible for administration of call routing and scheduling strategies. ○ ○ ● Responsible for Staff Groups and Agent Skill Matrices (Skilling) Strategies and assignment. Perform other WFM and Reporting assignments as directed. May 13, 2012 – July 18, 2013: Six Eleven Global Services as Customer Service Representative EDUCATION: ● ● ● Undergrad of Computer Programming Course - ComputerSense College of Technology (2008) Graduated High School in 2005 - F.Bangoy National High School Graduated Elementary in 2001 - Cornelio C. Reta Sr. Elem. School PERSONAL DETAILS: ● ● ● ● ● ● ● Date of Birth: August 27, 1988 Age: 31 Civil Status: Single Place of Birth: Pob. Kiblawan, Davao del Sur Languages Known: English, Filipino and Visayan dialect Address: Km. 10 San Lorenzo Ruiz Village, Sasa, Davao City Has a 12-year-old daughter named Tiffany Louise & a 3-year old toddler named Xabryna Louise HOBBIES & INTERESTS: ● ● ● ● ● Reading Mountaineering Spelunking Swimming Good conversation REFERENCE PERSONS: ● Damon Spurlock | Workforce Manager; Techstyle :-|-| - ● Francis Ralph Villarias :-|- ● Karla Monica Butron :-|-