Summary
Overview
Work History
Education
Skills
Timeline

Annie Jane Caras

Cainta, Province Of Rizal

Summary

Dynamic individual with hands-on experience in Workforce Management and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.

Overview

12
12
years of professional experience

Work History

Workforce Senior Real Time Analyst

Foundever
03.2022 - 01.2025
  • Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs.
  • Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
  • Collaborated with management to develop targeted action plans for addressing performance gaps.
  • Optimized workforce distribution by analyzing historical data and trends in realtime.
  • Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
  • Reduced average handle time through strategic scheduling and effective utilization of resources.

Workforce Real Time Analyst

Foundever
08.2021 - 03.2022
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Optimized schedules, forecasts and other tools to present to management.

Email Support Representative

Foundever
01.2019 - 08.2021
  • Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
  • Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
  • Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
  • Successfully resolved escalated cases through active listening, empathy, and effective problem-solving techniques.

Chat Support Specialist

Convergys
03.2018 - 12.2018
  • Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
  • Provide assistance with their online account.

Health Care Specialist

Concentrix
11.2016 - 01.2018


  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with account management, including updating personal information and setting up automated payments.
  • Processed account transactions accurately, ensuring proper documentation and timely processing.
  • Handled complaints with prompt, courteous service to uphold professional reputation.

Underwriter

Acquire Asia Pacific
06.2016 - 10.2016
  • Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
  • Documented underwriting decisions and provided evidence of compliance with applicable regulations.
  • Made approval and denial recommendations by determining accurate risk levels.
  • Examined credit reports, financial statements and tax returns to determine repayment capability.

Delivery Specialist

Sitel
08.2015 - 05.2016
  • Adapted to changing schedules or routes as needed, demonstrating flexibility in meeting client needs under tight deadlines.
  • Provided exceptional customer service through clear communication with clients regarding delivery times and special requests.
  • Collaborated with team members to coordinate deliveries, resulting in seamless handoffs between drivers.

Customer Service Representative

Teleperformance
12.2012 - 08.2015
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled different line of businesses such as voice LOB and back office LOB.
  • Been with financial account (Experian| Sales-Retention Account) and Salliemae/Navient (Back office/ Student loans)

Education

Bachelor of Secondary Education - Secondary Education

University of Rizal System, Angono, Province Of Rizal, Philippines
03-2009

High School Diploma -

Camp General Emilio Aguinaldo High School, Quezon City, Metro Manila, Philippines
03-2007

Skills

  • Scheduling management
  • Forecasting techniques
  • Spreadsheet expertise
  • Teamwork
  • Multitasking Abilities
  • Continuous improvement
  • Teamwork and collaboration
  • Customer service
  • Time management
  • Effective communication

Timeline

Workforce Senior Real Time Analyst - Foundever
03.2022 - 01.2025
Workforce Real Time Analyst - Foundever
08.2021 - 03.2022
Email Support Representative - Foundever
01.2019 - 08.2021
Chat Support Specialist - Convergys
03.2018 - 12.2018
Health Care Specialist - Concentrix
11.2016 - 01.2018
Underwriter - Acquire Asia Pacific
06.2016 - 10.2016
Delivery Specialist - Sitel
08.2015 - 05.2016
Customer Service Representative - Teleperformance
12.2012 - 08.2015
University of Rizal System - Bachelor of Secondary Education, Secondary Education
Camp General Emilio Aguinaldo High School - High School Diploma,

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Annie Jane Caras