Ariane Tamanio
Operations Support Analyst
Taguig, Metro Manila
Summary
Versatile Intelligence Management Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 5 years of experience in Alorica as an Operations Support Analyst.
Overview
10
10
years of professional experience
Work History
Operations Support Analyst
Alorica
05.2019 - 05.2024
- Strengthened communication between departments, facilitating a seamless flow of information for faster decision-making processes.
- Actively participated in strategic planning meetings, contributing valuable input towards setting departmental objectives.
- Supported business growth by providing insightful recommendations based on detailed market research and competitor analysis.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Created models to forecast and predict quantitative and comparative evaluations of various business solutions.
- Assessed operational performance to identify areas for improvement.
- Enhanced data accuracy through meticulous attention to detail in data management tasks.
- Maintained a keen awareness of industry trends and developments, allowing for proactive adaptation of operational strategies accordingly.
- Participated in the creation of detailed reports outlining performance metrics related to operations support activities.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
Operations Team Leader
Alorica
09.2017 - 05.2019
- Optimized team performance, providing clear guidance and setting achievable goals.
- Proactively identified potential risks or obstacles, developing contingency plans to minimize disruptions to the team.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Analyzed team metrics and performance and reported findings to team development.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Developed strong relationships with cross-functional teams to improve communication and collaboration.
Senior Customer Service Representative
Alorica
03.2017 - 09.2017
- Developed strong customer relationships by addressing concerns promptly and providing solutions that exceeded expectations.
- Conducted regular quality reviews of business data and processes to identify discrepancies and formulate solutions.
- Strong relationship with the Team Leader for the representatives both professional and personal development.
- Maintained up-to-date knowledge of industry trends and best practices to consistently deliver top-notch customer service.
- Coordinated customer service responses for high-value customers with complex issues as leading representative of the team.
Customer Service Representative
Alorica
09.2014 - 03.2017
- Promptly responded to inquiries and requests from prospective customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- 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.
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
NC II - Caregiver
DSBS
Urdaneta, Province Of Pangasinan, Philippines 04.2001 -
High School Diploma -
Eastern Pangasinan Agricultural College
Sta. Maria, Pangasinan 04.2001 -
Skills
- Operations Management
- Goal Setting
- Business Analysis
- Data Collection
- Business Intelligence
- Relationship Building
- Team Collaboration
- Analysis and Research
- Effective Communication
References
Rocky Aguinaldo (Training Manager)
0998-478-4687
rockyaguinaldo94@gmail.com
Len Villanueva (Training Manager)
0928-510-9644
mynameislen@icloud.com
Timeline
Operations Support Analyst
Alorica
05.2019 - 05.2024
Operations Team Leader
Alorica
09.2017 - 05.2019
Senior Customer Service Representative
Alorica
03.2017 - 09.2017
Customer Service Representative
Alorica
09.2014 - 03.2017
NC II - Caregiver
DSBS
04.2001 -
High School Diploma -
Eastern Pangasinan Agricultural College
04.2001 -
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