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
Scheduling & Resource Allocation
Real-Time Monitoring
KPI Management
Reporting & Analytics
Excel & Data Tools
Queue Management Awareness
Schedule Adherence Awareness
Problem-Solving & Escalation
Analytical thinking
Adaptability
Collaboration & Communication
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