Daniel Glenn Efren Oreiro
Supervisor
Makati City
Summary
Accomplished Team-player focused on meeting customer expectations, developing team members and achieving company goals. Drives success by directing high-producing teams while developing lasting employee rapport. Highly effective and knowledgeable in process improvement, data analysis, Client & Management relations and employee empowerment.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Supervisor
Alorica Philippines, Inc
09.2017 - 11.2021
- Demonstrated commitment to the Client and Department's standards, leading by example and fostering a culture of excellence.
- Championed continuous improvement efforts within the Team by promoting best practices for processes, tools, and effective email responses.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Managed 14 Real-Time Analysts, 8 Client Accounts with a total of 4,200 FTE. Lead 2 Account launches and 11 Seasonal initiatives from various Programs.
- Led major initiatives within the Team that drove innovation or addressed critical business challenges.
Real-Time Analyst
Alorica Philippines, Inc
03.2015 - 09.2017
- Played a pivotal role in maintaining a high standard of customer experience by proactively adjusting resources in response to changing business needs.
- Established strong relationships with business partners, facilitating open communication channels for proactive problem-solving.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
Customer Service Representative
Alorica Philippines, Inc
01.2014 - 03.2015
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
- Consistent Top-Performer after 3 months from Nesting.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Bachelor of Science - Information Technology
Far Eastern University – East Asia College
Manila, Metro Manila, Philippines 04.2001 -
Bachelor of Science - Computer Science
University of The Cordilleras
Baguio City, Province Of Benguet, Philippines 04.2001 -
Bachelor of Science - Management Information Systems, Philippines
Ateneo De Manila University
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Staff Management
Data Analytics
Process Improvement
Employee Motivation
Problem-solving abilities
Analytical Skills
Customer Relations
Training and mentoring
Timeline
Supervisor
Alorica Philippines, Inc
09.2017 - 11.2021
Real-Time Analyst
Alorica Philippines, Inc
03.2015 - 09.2017
Customer Service Representative
Alorica Philippines, Inc
01.2014 - 03.2015
Bachelor of Science - Information Technology
Far Eastern University – East Asia College
04.2001 -
Bachelor of Science - Computer Science
University of The Cordilleras
04.2001 -
Bachelor of Science - Management Information Systems, Philippines
Ateneo De Manila University
04.2001 -
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