Bj Francis Remigio Valdellon
Workforce Manager
Maybunga, Pasig City,00
Summary
Results-driven Workforce Manager offering 11+ years in achieving positive Capacity Planning and Financial reporting results for the Healthcare Vertical. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
Work History
Workforce Manager
Concentrix
Quezon City
01.2018 - Current
- Healthcare Vertical
- Financial Reporting and Invoicing
- Capacity Planning and Forecasting
- Handled 4 Supervisors and 20+ RTAs and Planners
Workforce Deputy Manager
Minacs/Concentrix Quezon City
01.2016 - 01.2018
- Most Outstanding Employee of the Year
- Healthcare Vertical
- Consumer Goods
- Financial Reporting and Invoicing
- Capacity Planning and Forecasting
- Handled 20+ RTAs and Planners
Workforce Supervisor
Aditya Birla Minacs/Minacs
Makati City
01.2012 - 01.2016
- Telco Account
- Healthcare Account
- Consumer Goods Account
- Population of more than 2000+ agents
- Financial Reporting and Invoicing
- Handled 10+ RTAs and Planners
Dialer Analyst/Workforce Executive
Aditya Birla Minacs
Quezon City
01.2010 - 01.2012
- Agent Performance Reporting
- IEX Profile
Outbound Patient Service Representative
Aditya Birla Minacs
Quezon City
01.2009 - 01.2010
- Medical Account
- One of the leading names in Cosmetic Medicine
Customer Support Representative/Inbound Sale Agent
VXI
Quezon City
01.2008 - 01.2009
- Tele-Communications Account
- One of the pioneers in the field of Tele-communications
- Inbound Sales Account
- VOIP Service
Customer Support Representative
Sykes Asia
Quezon City
01.2006 - 01.2008
- Financial Account
- One of the three Major Credit Bureaus in the US
- Retention Team Wave 2
- Averaged 15.1% Saves
- Averaged 97% on Training, Wave 8
- One of the few agents that passed the Persistency
- Served as a Sub-TL for Team Echo
- Passed the FCRA exam for certification
- Averaged 4.50 call handling time
Customer Support Representative
Sutherland Global Services
Makati City
01.2006
- Email support
- Received language training conducted by native speakers
- Averaged 10.3 emails handled per hour
- Averaged 89.2% Quality Score
- Knowledgeable with the Kana Tool and Macros
Tele-Sales Representative
Cipher Solutions
Quezon City
01.2006
- Outbound Account
- Averaged 1.2 sales per day
- Served 3 months as a trainee
- Used Strata software
Customer Support Representative
Advance Contact Solutions
Makati City
01.2006
- Airline Account
- Averaged 4.96 call handling time
- Had a commendation for good service
- Knowledgeable with Sabre and Care Programs
Accounting Clerk
Incorporated Paranaque City
01.2004 - 01.2005
- End of contract
- Through BPI-BOMC Statement
Team leader
Kenway Services Manila
01.2001 - 01.2002
Accounting Clerk
Abba Agency
01.2001
- Pull-out of agency
- Through BPI-BOMC Statement Center
Service Crew
Blockbuster World
Quezon City
01.2000
Education
P.S.B.A -
01.2003 - 01.2005
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Trinity College, Philippine Red Cross
01.2002 - 01.2003
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Nazareth School
01.1996 - 01.2000
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Angelicum School
01.1990 - 01.1996
Skills
Analytical and Critical Thinking
Workforce improvements
Self-Motivated
Leadership
Teambuilding
Timeline
Workforce Manager
Concentrix
01.2018 - Current
Workforce Deputy Manager
Minacs/Concentrix Quezon City
01.2016 - 01.2018
Workforce Supervisor
Aditya Birla Minacs/Minacs
01.2012 - 01.2016
Dialer Analyst/Workforce Executive
Aditya Birla Minacs
01.2010 - 01.2012
Outbound Patient Service Representative
Aditya Birla Minacs
01.2009 - 01.2010
Customer Support Representative/Inbound Sale Agent
VXI
01.2008 - 01.2009
Customer Support Representative
Sykes Asia
01.2006 - 01.2008
Customer Support Representative
Sutherland Global Services
01.2006
Tele-Sales Representative
Cipher Solutions
01.2006
Customer Support Representative
Advance Contact Solutions
01.2006
Accounting Clerk
Incorporated Paranaque City
01.2004 - 01.2005
P.S.B.A -
01.2003 - 01.2005
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Trinity College, Philippine Red Cross
01.2002 - 01.2003
Team leader
Kenway Services Manila
01.2001 - 01.2002
Accounting Clerk
Abba Agency
01.2001
Service Crew
Blockbuster World
01.2000
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Nazareth School
01.1996 - 01.2000
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Angelicum School
01.1990 - 01.1996