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
Pasig, Metro Manila, Philippines
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
Pasig, Metro Manila, Philippines
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
Pasig, Metro Manila, Philippines
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
MDC 100 Eastwood Quezon City
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
Bridgetowne, Tera Tower Quezon City
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
Eastwood Libis QC
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
Pasig, Metro Manila, Philippines
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
Pasig, Metro Manila, Philippines
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
03-2009
High School Diploma -
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,