Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Alger John Carnate

Alger John Carnate

Remote Concierge Specialist
Iloilo City,ILI

Summary

I have a background in telco sales, customer service, and remote concierge, where I gained experience with forecasting, scheduling, and performance reporting. I'm looking to move into a Workforce Management role where i can use these skills to help improve staffing, efficiency, and service levels.

Overview

6
6
years of professional experience
1
1
Certification
2
2
Languages

Work History

Remote Concierge Specialist

ECAM
04.2024 - Current
  • Manage high volumes of client requests across multiple platforms,developing skills in forecasting demand and workload distribution
  • Track and monitor service-level expectations by ensuring timely responses, directly aligning with real-time adherance and SLA management
  • Coordinate schedules, appointments and service requests, mirroring staff scheduling and resource allocation in WFM.
  • Prepare and maintain detailed records and reports for management, building expertise in data tracking and performance analysis
  • Collaborate with cross-functional teams to resolve escalations, reinforcing communication and operational support essential to Workforce Management.

Inhouse Telco CSR

Telus International
03.2023 - 03.2024
  • Handled high-volume sales and service inquiries, building skills in forecasting and workload management.
  • Consistently met KPIs (AHT, adherence, SLA, conversion rates), aligning with WFM performance metrics.
  • Collaborated with leaders on schedule adherence, staffing neeeds and real-time queue management.
  • Escalated operational risks (queue spikes, downtime) to maintain service levels and efficiency.


Healthcare CSR

Carelon Global Solutions
01.2021 - 09.2022
  • Verify insurance benefits and eligibility for healthcare providers.
  • Handle inquiries regarding claims status and provide necessary updates.
  • Assist with pre-authorization processes for medical procedures and services.

Travel CSR

WNS Global Services
10.2019 - 12.2020
  • Manage hotel bookings and reservations for Expedia customers efficiently.
  • Provide personalized recommendations and upsell amenities to enhance the customer experience.
  • Handle inquiries, concerns, and special requests from customers regarding their accommodations.
  • Ensure accuracy and attention to detail in processing bookings and reservations.

Education

Bachelor of Science - Marine Transportation

JOHN B LACSON FOUNDATION MARITIME UNIVERSITY - AREVALO
01.2019

Skills

Forecasting & Capacity planning

Certification

Medical VA Training - Pro VA

Timeline

Remote Concierge Specialist

ECAM
04.2024 - Current

Inhouse Telco CSR

Telus International
03.2023 - 03.2024

Healthcare CSR

Carelon Global Solutions
01.2021 - 09.2022

Travel CSR

WNS Global Services
10.2019 - 12.2020

Bachelor of Science - Marine Transportation

JOHN B LACSON FOUNDATION MARITIME UNIVERSITY - AREVALO
Alger John CarnateRemote Concierge Specialist