CHRISTIAN M. SALVACION
Workforce Management Specialist - Realtime Analyst
Antipolo City, Province Of Rizal
Summary
Proactive and goal-oriented professional with excellent 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
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Workforce Real Time Analyst
TTEC
11.2023 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Prepared and maintained reports, dashboards and monthly packages.
Customer Service Advisor II
TTEC
06.2021 - 11.2023
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Addressed complex issues by scheduling repair appointments.
- Continuously sought opportunities for personal development through ongoing training programs.
Customer Service Advisor
Concentrix
03.2020 - 05.2021
- I worked at General Motors, where I assisted customers with warranty-related concerns and facilitated appointment scheduling for mechanical issues.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to achieve monthly targets and improve overall performance.
Financial Service Advisor
SYKES
01.2019 - 02.2020
- Developed comprehensive financial plans to help clients achieve their long-term goals.
- Established effective communication channels between clients and internal teams to ensure timely delivery of information and updates.
- Trained junior team members in financial analysis techniques, improving overall team performance.
- Maintained updated records of all financial transactions to support traceability.
- Developed and maintained database of financial records for clients.
Technical Support Representative
Teleperformance
12.2017 - 07.2018
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Freelancer
Upwork
11.2016 - 09.2017
- Worked under an agency and handled Data Entry, Inbound, Outbound, Sales and Telemarketing
- Conducted thorough research to provide well-informed recommendations for clients'' strategic decision-making processes.
Insurance Sales Representative
ACES CONTACT SOLUTIONS
01.2016 - 11.2016
- I worked as an Insurance Sales Representative, specializing in the promotion and sale of diverse insurance products across the United States.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
Education
Bachelor of Science - Civil Engineering
Cagayan State University
08.2014 - 10.2016
Skills
Technical Support
Data Management
Administration
Contact Centers
Administrative Assistance
Appointment Scheduling
Time Management
Data Collection
Customer Service
Scheduling optimization
Forecasting accuracy
Certification
Email Marketing, HubSpot Academy, a656af42ccd147ce98977d0998a0d132, 05/01/22, 06/01/24
Honors And Awards
TOP 5 ASSOCIATE, SYKES Philippines
Software
Notion
Canva
Reading
I am currently learning Spanish to expand my communication skills and better connect with a diverse range of people. In my free time, I enjoy reading, which helps me continuously develop my knowledge and critical thinking skills. I also stay up to date with trends by browsing social media, which enhances my awareness of digital engagement and emerging technologies. These interests not only enrich my personal growth but also contribute to my adaptability and creativity in a professional setting.
Timeline
Workforce Real Time Analyst
TTEC
11.2023 - Current
Customer Service Advisor II
TTEC
06.2021 - 11.2023
Customer Service Advisor
Concentrix
03.2020 - 05.2021
Financial Service Advisor
SYKES
01.2019 - 02.2020
Technical Support Representative
Teleperformance
12.2017 - 07.2018
Freelancer
Upwork
11.2016 - 09.2017
Insurance Sales Representative
ACES CONTACT SOLUTIONS
01.2016 - 11.2016
Bachelor of Science - Civil Engineering
Cagayan State University
08.2014 - 10.2016