Aysa Mareneth Mansalapuz
Calamba, Province Of Laguna,LAG
Summary
Experienced with real-time workforce management, ensuring optimal productivity and adherence to schedules. Utilizes data analysis and strategic planning to drive operational efficiency and staffing. With effective communication and analytical skills to drive successful outcomes. Proactive and goal-oriented professional with time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Workforce Real Time Analyst
VXI Global Holdings BV
09.2020 - Current
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Managed real-time inbound call traffic across multiple contact center locations.
Customer Service Representative
EPerformax Contact Centers & BPO
02.2019 - 07.2020
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Accounting Assistant
MJ2 Marketing
05.2011 - 01.2017
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Managed high-volume invoice processing tasks while consistently meeting tight deadlines for vendor payments.
- Contributed to the development of a positive work environment, fostering strong relationships with colleagues and supervisors.
- Reduced errors in account reconciliation through meticulous attention to detail and thorough review of transactions.
- Matched purchase orders with invoices and recorded necessary information.
Education
Associate of Science - Computer And Information Sciences
Systems Technology Institute [STI]
Tondo11.2001
Skills
- Reliability
- Adaptability and Flexibility
- Call Volume Prediction
- Queue management
- Data Analysis
- Report Writing
- Workforce management tools
- Teamwork and Collaboration
- Attention to Detail
Timeline
Workforce Real Time Analyst
VXI Global Holdings BV
09.2020 - Current
Customer Service Representative
EPerformax Contact Centers & BPO
02.2019 - 07.2020
Accounting Assistant
MJ2 Marketing
05.2011 - 01.2017
Associate of Science - Computer And Information Sciences
Systems Technology Institute [STI]
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