ANA ROSE TAMPON
LAS PINAS CITY,METRO MANILA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Workforce Team Lead
IGT Solutions
01.2022 - Current
- Responsible for leading a team whose tasks are real time monitoring, scheduling local and remote advisors (onshore).
- Serve as escalation point on all accounts handled.
- Ensure service levels are within an acceptable range.
- Approves and recommends discretionary activities to increase occupancy like Coaching, Meeting, etc. and to take advantage of the high availability.
- Delivers regular and ad-hoc reports to the internal and external clients and other stakeholders.
- Report and monitor outages and system issues concerning the operations.
- Approving timesheets of agents for validation.
- Reporting productivity of all agents.
Operations Lead
SATX Technologies
07.2020 - 08.2022
- Work from home (Freelancing)
- Handles technicalities with regards to the devices.
- Assist members to activate their trackers and in case they have issues with it.
- Ensures that their devices are all working and updating.
- Coordinates with all the departments regarding technical and non-technical stuff.
- Email members feedback or updates with their trackers regarding technical and non-technical stuff.
- Sending pause clients reports, new order sales every end of the day.
Real Time Analyst
Interglobe Technologies
07.2017 - 07.2020
- Handles Kiwi.com account.
- Monitor real time ACD status of agents, schedule and break adherence, and agents exceeding thresholds.
- Ensure service levels are within an acceptable range.
- Approves and recommends discretionary activities to increase occupancy like Coaching, Meeting, etc. and to take advantage of the high availability.
- Delivers regular and ad-hoc reports to the internal and external clients and other stakeholders.
- Report and monitor outages and system issues concerning the operations.
Travel Consultant
Interglobe Technologies
04.2017 - 07.2017
- Handles chat and email support.
- Attracts potential customers by answering product and service questions, suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Prepares product or service reports by collecting and analyzing customer information.
- Contributes to team effort by accomplishing related results as needed.
Billing and Sales Representative
IBEX Global Solutions
01.2015 - 04.2017
- Receiving and sorting incoming payments with attention to credibility.
- Managing the status of accounts and balances and identifying inconsistencies.
- Issuing bills, receipts, and invoices.
- Present, promote and sell products/services using solid arguments to existing and prospective customers.
- Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.
- Establish, develop, and maintain positive business and customer relationships.
In-house Credit Investigator
Chinabank Savings
05.2012 - 12.2014
- Prescreening car and house loan applications.
- Filtering applications by approving or outright rejecting once received.
- Calling loan applicants for an initial interview and verification questions.
- Calling banks, references, work history and making a thorough background check for every customer.
Education
De La Salle University
01.2012
High School - undefined
Saint Francis of Assis College
01.2007
Elementary - undefined
Saint Francis of Assisi College System
01.2003
Skills
- MS Office
- Google Tools
- CMS Avaya
- Purecloud
- Slack
- Podio
- Verint
- Aspect
- Calabrio
- Aceyus
- Twilio
- Dialpad
- Intercom
- Fresh Start
- Wordpress
- IQD
- Tableau
- Salesforce
- Genesys
Timeline
Workforce Team Lead
IGT Solutions
01.2022 - Current
Operations Lead
SATX Technologies
07.2020 - 08.2022
Real Time Analyst
Interglobe Technologies
07.2017 - 07.2020
Travel Consultant
Interglobe Technologies
04.2017 - 07.2017
Billing and Sales Representative
IBEX Global Solutions
01.2015 - 04.2017
In-house Credit Investigator
Chinabank Savings
05.2012 - 12.2014
High School - undefined
Saint Francis of Assis College
Elementary - undefined
Saint Francis of Assisi College System
De La Salle University
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