Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angelie Domondon

Workforce Management
Bulacan

Summary

Driven by a results-focused approach, leveraged analytical skills and professionalism at Concentrix to enhance service levels. Expert in trend analysis and decision-making, significantly improved operational efficiencies. Ability to multitask and build relationships, coupled with a strong background in data analysis, positions as a valuable asset to any team. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience
3
3
years of post-secondary education

Work History

Associate, Real Time Management

Concentrix
Quezon City
06.2022 - Current
  • Prepared monthly ad hoc reporting in alignment with client needs.
  • Maintained ongoing schedule and documentation for all reporting procedures.
  • Monitored adherence to company policies regarding attendance tracking.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.

Sr. Representative, Real Time Management

Concentrix
06.2021 - 06.2022
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Managed overtime, shift swaps, breaks and PTO requests.

Customer Service Representative

Concentrix
09.2020 - 06.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Data Analyst

Ace Promotion and Marketing Corp.
08.2016 - 08.2020
  • Produced monthly reports using advanced Excel spreadsheet functions.
  • Used statistical methods to analyze data and generate useful business reports.
  • Improved decision-making processes with accurate data analysis and visualization techniques.
  • Utilized data visualization tools to effectively communicate business insights.

Education

Bachelor of Science - Information And Technology

STI College
Santa Rosa, Province Of Laguna, Philippines
06.2008 - 04.2011

Skills

Analytical Skills

Continuous Improvement

Attention to Detail

Decision-Making

Trend Analysis

Analytical Thinking

Self Motivation

Time Management

Professionalism

Active Listening

Excellent Communication

Relationship Building

Multitasking Abilities

Time management abilities

Timeline

Associate, Real Time Management

Concentrix
06.2022 - Current

Sr. Representative, Real Time Management

Concentrix
06.2021 - 06.2022

Customer Service Representative

Concentrix
09.2020 - 06.2021

Data Analyst

Ace Promotion and Marketing Corp.
08.2016 - 08.2020

Bachelor of Science - Information And Technology

STI College
06.2008 - 04.2011

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