Aika Saro
Customer Service Analyst
Manila
Summary
Professional with extensive experience in telecommunications and international HR support. Proven track record in managing customer service, retention, and sales operations while enhancing team performance. Expertise in collecting, analyzing, and interpreting employee data and policies in fast-paced environments. Recognized for strong analytical skills and ability to drive results in data-driven settings.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE ANALYST
Accenture, Inc
07.2023 - Current
- Guided agents in addressing queries related to employee leave, benefits, and HR policies.
- Handled leave requests and facilitated benefits enrollment and issue resolution.
- Oversaw escalations through effective coordination with payroll, compliance, and vendors.
- Spearhead process improvements, audits, and workflow optimization through training and automation.
- Manage complex HR cases while delivering data-driven insights to leadership.
Team Manager
Alorica Teleservices, Inc
11.2018 - 05.2023
- Directed customer service team for telecom account, improving KPI performance in CSAT, FCR, AHT, collections, and sales conversion.
- Conducted continuous coaching and training initiatives to strengthen agent performance, product knowledge, and customer-handling effectiveness.
- Supervised daily operations to uphold SLA standards, streamline workflow efficiency, and achieve superior service delivery.
- Handled complex and escalated customer issues, elevating satisfaction and retention.
- Diagnosed process shortcomings and initiated upgrades to improve productivity and decrease repetitive issues.
- Investigated performance trends and formulated data-driven action plans to improve team output and sales metrics.
- Coordinated with stakeholders to integrate operational strategies with business goals and customer demands.
Education
Bachelor of Science - Architecture
University of Santo Tomas
Skills
Client support
Staff assistance
Case coordination
HR management
Team management
Data analytics
Sales conversions
Debt Collections Management
Service Level Agreement (SLA) oversight
Process improvement
Operational efficiency
Root cause identification
Training and development
Data reporting
Strategic decision-making
Vendor management
Timeline
CUSTOMER SERVICE ANALYST
Accenture, Inc
07.2023 - Current
Team Manager
Alorica Teleservices, Inc
11.2018 - 05.2023
Bachelor of Science - Architecture
University of Santo Tomas