Summary
Overview
Work History
Education
Skills
Certification
Timeline
Languages
Software
VIdeo Games; Basketball; Walking
Intern
Angelo Enriquez

Angelo Enriquez

Capili
Muntinlupa City

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Workforce personnel with over 20+ years of experience in Business Process Outsourcing. Excellent reputation for resolving problems and improving customer satisfaction.

Maximized repeat business opportunities to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.

Overview

23
23
years of professional experience
6
6
Certificates

Work History

Workforce Account Manager

Qualfon, Inc.
10.2018 - Current
  • Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs.
  • Improved operations through consistent hard work and dedication.
  • Developed and maintained courteous and effective working relationships.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Used coordination and planning skills to achieve results according to schedule.
  • Developed team communications and information for meetings.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.

Workforce Manager

Alorica (formerly Expert Global Solutions)
01.2014 - 10.2018
  • Develop and implement processes within Workforce and manage efficiencies in reporting, planning, and administration to ensure company policies and guidelines are followed and met
  • Participate in strategic business planning as it pertains to forecasting and planning
  • Liaised between multiple business divisions to improve communications.
  • Collaborated with legal and compliance teams to review paperwork, obtain feedback and procure available information for new training processes.
  • Fostered relationships with internal personnel to cultivate optimal service levels, attrition and quality.
  • Strengthened operational efficiencies and traceability by developing organizational filing systems for confidential employee records and reports
  • Managed team, driving productivity and reducing process lags by training staff in best practices and procedures

GCC Forecaster/ Planner

Alorica (formerly Expert Global Solutions)
11.2008 - 12.2013
  • Responsible for all aspects of trending, forecasting, planning, and reporting of contact volume and handle times
  • Prioritized schedules to meet project goals and overall customer satisfaction.
  • Facilitated presentation and recommendation of services by optimizing client relationships.
  • Employed accurate forecasting to increase efficiency and reduce waste.
  • Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
  • Used ASPECT eWFM to provide relevant information, evaluations and planning data for production

Workforce Scheduling Analyst

Alorica (formerly Expert Global Solutions)
11.2005 - 11.2008
  • Responsible for scheduling of Customer Service Representatives (CSR's) including vacation, schedule switches, breaks, and lunches
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Worked alongside global business leader to deploy new training strategies.
  • Input call volume forecast provided by Client into scheduling software to determine need for new hire classes
  • Review previous days and weeks performance for trends and make recommendations to operations for improvements
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Generate Attrition/Absenteeism reports for Operations to report status to Client
  • Resolved problems, improved operations and provided exceptional service.
  • Collaborated with team members to achieve target results.

Workforce Analyst

Expert Global Solutions (formerly APAC Customer Services)
11.2004 - 11.2005
  • Partner with Scheduler to ensure that approved off-phone time is entered into Aspect eWFM
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Optimized schedules, forecasts and other tools to present to management.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Managed overtime, shift swaps, breaks and PTO requests.

Telephone Sales Representative

Expert Global Solutions (formerly APAC Customer Services)
07.2003 - 11.2004
  • Overcame initial customers' call objections with strong scripts and used persuasive techniques to redirect skeptical callers toward purchases.
  • Asked probing and pertinent questions to understand customers' needs and match individuals to product offerings.
  • Led customers through smooth sales processes.
  • Guided customers through plan selection by explaining benefits, costs and restrictions of each option.
  • Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
  • Built relationships with customers using strong persuasion and active listening skills.
  • Maintained strong call control to keep customers focused on sales offerings.
  • Completed daily cold calling and outreach to build sales pipeline.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.

Account Specialist

San Miguel Corporation
10.2001 - 12.2002
  • Set up new customer accounts and updated existing profiles with latest information.
  • Adhered to standards of quality and service as well as all compliance requirements.
  • Prospected for new customers in target areas or demographics to bring in new business.
  • Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
  • Delivered accurate billing and timely payments across high-volume client accounts.
  • Observed financial transaction laws and regulations for full accounts compliance.
  • Resolved complex billing and payment issues for balanced, accurate accounts.
  • Prepared and submitted timely invoices, statements and payment reminders for customers.
  • Liaised with sales, marketing and customer service teams to support smooth account management operations.
  • Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
  • Reconciled customer accounts and identified discrepancies for further investigation.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Maintained current knowledge of evolving changes in marketplace.
  • Set and achieved company defined sales goals.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Met existing customers to review current services and expand sales opportunities.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Contributed to team objectives in fast-paced environment.
  • Stayed current on company offerings and industry trends.
  • Presented professional image consistent with company's brand values.
  • Achieved or exceeded company-defined sales quotas.

Education

Bachelor of Science - Business Administration, Export Management

DLSU- College of Saint Benilde
Taft Avenue, Manila City, Philippines
01.1996 - 2001.01

High School Diploma -

San Beda College Alabang (Benedictine Abbey School)
Alabang, Muntinlupa City, Philippines
04.1992 - 1996.01

GED -

San Beda College Alabang
Alabang, Muntinlupa City, Philippines
06.1986 - 1992.03

Skills

Knowledge in Workforce Management systems (Aspect eWFM, Verint)

Certification

Capstone: Leadership Challenge credential; CourseraID: UFNPPALFYEMG

Timeline

Capstone: Leadership Challenge credential; CourseraID: UFNPPALFYEMG

12-2021

Inspirational Leadership: Leading with Sense Specialization, Coursera, Credential ID: VA3FXDD4V2ZS

12-2021

Leading Organizations, Coursera, Credential ID: AJNK45C7B3PX

10-2021

Giving Sense to Your Leadership Experience, Coursera, Credential ID: T7J54E7F8D6R

09-2021

Building Your Leadership Skills, Coursera, Credential ID: TBAQ3JS2BPQD

08-2021

Google Technical Support Fundamentals

04-2021

Workforce Account Manager

Qualfon, Inc.
10.2018 - Current

Workforce Manager

Alorica (formerly Expert Global Solutions)
01.2014 - 10.2018

GCC Forecaster/ Planner

Alorica (formerly Expert Global Solutions)
11.2008 - 12.2013

Workforce Scheduling Analyst

Alorica (formerly Expert Global Solutions)
11.2005 - 11.2008

Workforce Analyst

Expert Global Solutions (formerly APAC Customer Services)
11.2004 - 11.2005

Telephone Sales Representative

Expert Global Solutions (formerly APAC Customer Services)
07.2003 - 11.2004

Account Specialist

San Miguel Corporation
10.2001 - 12.2002

Bachelor of Science - Business Administration, Export Management

DLSU- College of Saint Benilde
01.1996 - 2001.01

High School Diploma -

San Beda College Alabang (Benedictine Abbey School)
04.1992 - 1996.01

GED -

San Beda College Alabang
06.1986 - 1992.03

Languages

Fluent in English

Software

MS Excel; MS Powerpoint

Aspect eWFM; Verint

Verint Workforce Management

VIdeo Games; Basketball; Walking

I would normally pop a video game to pass time and to manage stress & anxiety. This calms me down and helps me recharge my brain.

To stay fit, I would do some light scrimmage with friends and shoot some hoops.

Walking is my alone time. This gives me into deep thought and think of solutions to specific questions. This also allows me to enjoy the unappreciated beauty of the world we all live in.

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