Arianne Agundiz
Work Force Real Time Analyst| Virtual Aiistant
Valenzuela City
Summary
A knowledgeable workforce analyst successfully gathers, reviews, and models information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving, and planning abilities. Over 6+ months of experience in workforce assessment.
Detail-oriented technical support specialist with extensive experience in telecommunications, retail, and customer service. Troubleshoot highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. A goal-oriented admission officer dedicated to strengthening administrative operations to streamline costs and enhance procedures. Cultivate long-lasting relationships with students and staff to strengthen program success. A motivational leader with top-notch communication, organizational, and strategic planning abilities.
Overview
7
7
years of professional experience
Work History
Workforce Real Time Analyst
Alorica Philippines Inc
Eton Centris, Quezon City
01.2022 - Current
- Set and adjusted according to schedules to maintain optimal coverage and service levels.
- Optimized schedules, forecasts and other tools to present to management
- Managed real-time inbound call traffic across multiple contact center locations
- Managed overtime, shift swaps, breaks and PTO requests
- Produced and updated documents, reports and tracking spreadsheets using IEX, NICE CCR and Spectrum
Technical Support Representative
Alorica Philippines Inc
Eton Centris, Quezon City
10.2020 - 12.2021
- translated complex technical issues into digestible language for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- promoted efficiency among departments with prompt resolution of system issues.
- collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explaining solutions to restore service and functionality.
- used ticketing systems to manage and process support actions and requests.
- explained security measures in simple terminology to help users understand malware and phishing threats.
- researched products and issue resolution tactics to address customer concerns.
- resolved escalated issues by serving as subject matter experts on wide-ranging issues.
- Detailed support interactions for future reference.
- offered troubleshooting of connectivity issues across networks such as Wi-Fi, and cellular.
- Assisted with updating technical support best practices for use by team.
Admission Officer
AMA Computer Learning Center
Caloocan City
04.2015 - 10.2020
- Met with prospects and guardians to answer questions, discuss academics and provide tours.
- Collaborated with admissions team to determine optimal processes for reviewing applications.
- Participated open houses to offer details on class size, activities and student-to-staff ratios.
- Followed up immediately when prospects reached out to quickly resolve concerns.
- Worked with marketing team to develop recruitment strategies in accordance with organizational goals and within budgetary guidelines.
- Served as primary contact for coordination of application screening and tracking, visit and interview arrangement and marketing communications.
Virtual Assistant
New Systems Generations
Nevada City
06.2022 - Current
Education
Bachelor of Science - Information Technology
Collegeio De Santa Cecilia
Philippines05.2013
Skills
- Forecasting expertise
- Managing schedules
- Written Communication
- Attention to Detail
- Organization and Time Management
- Multitasking Abilities
- Google Workspace
- Desktop support
- Technical issues analysis
- Microsoft Operating System
- Software Diagnosis
- Hardware Upgrades
- Troubleshooting Technical Issues
- IT Support
- Hardware and software installation
- Customer Complaint Resolution
- Application support
- Admissions processes
- Admissions requirements
- Admissions screening
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Virtual Assistant
New Systems Generations
06.2022 - Current
Workforce Real Time Analyst
Alorica Philippines Inc
01.2022 - Current
Technical Support Representative
Alorica Philippines Inc
10.2020 - 12.2021
Admission Officer
AMA Computer Learning Center
04.2015 - 10.2020
Bachelor of Science - Information Technology
Collegeio De Santa Cecilia
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