Eugene Rommel Vicente
Workforce Management
Comembo, Makati
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Real Time Analyst
Movate PH (previously CSS Corp)
06.2020 - 05.2021
- Monitors Account’s KPIs in terms of Service level Agreement like AHT, Staffing, as well as schedule adherence
- Prepares intraday reports on Service level Performance, staffing and productivity to be sent to our operations and client
- Use of workforce management tools to perform real time monitoring (Genesys Five9, Ayava CmS, SalesForce, IEX NICE)
- Submit End of Day reports for account’s daily/ as well as Month to Date and Year To Date performance
- Assist operations with emergency procedures such as Outages in coordinating with Local or Client IT
- Provide recommendations and action plans during daily client or operations meetings
Local Resource Planner
The Results Companies
07.2019 - 04.2020
- Prepares schedule bidding or adjustment recommendations based from client’s staffing forecast and O/U reports
- Studies trends and factors to achieve our 'bill to pay' goals and submit recommendations during our weekly workforce meetings with operations
- Realtime monitoring of account’s KPIs such as Service Level, Call Abandon, AHT, ASA
- Submit EOD reports for account’s daily/ MTD performance
Real Time Analyst
AFNI Philippines
01.2016 - 03.2019
- Monitor attendance and schedule adherence
- Prepares intraday reports on service level and occupancy
- Process management or client request for schedule modifications due to training, trades or the like
- Use of workforce management tools to perform real time monitoring and to drive business service Index
Dialer Analyst
AFNI Philippines
06.2015 - 01.2016
- Monitor list penetration and set filter modifications if necessary
- Manage outbound dialer list feed
- Send intraday report for dialer performance and list penetration reports
Customer Service Representative
AFNI Philippines
02.2015 - 06.2015
- Customer service for Verizon landline and fiber internet customers
Outbound Dialer Management
FIVE9 Philippines
11.2011 - 02.2015
- Assist customers with outbound accounts with their outbound dialer set up, list dialing filters and technical issues with the Five9 dialer software
Five9 Software IT helpdesk
FIVE9 Philippines
11.2011 - 02.2015
- Technical support for customer/agents using Five9 software, firewall/networking issues, installation procedure.
- Assist network or telephony ITs for escalated tickets
- Assist clients in VOIP set up and troubleshooting procedures
Customer Service Rep
VXI
03.2011 - 11.2011
- Inbound sales
- Simplexity technical support for smartphones under Verizon, Sprint, AT&T and T-Mobile
Tech Support Rep
Sykes
04.2010 - 12.2010
- Inbound technical support for Satellite Cable TV customers
Customer Service Rep
HSBC
01.2008 - 04.2010
- Customer service for HSBC card UK
Customer Service Rep
JP Morgan Chase
01.2007 - 01.2008
- Chase Card Activation and sales representative
Education
Bachelor of Arts - Political Science
Urious College
Butuan City, Agusan del Norte 01.1997 - 01.2002
High school or equivalent - undefined
Northwestern Agusan Colleges
Nasipit, Agusan del NorteElementary - undefined
Talisay Elementary School
Nasipit, Agusan del NorteSkills
Scheduling management
Spreadsheet expertise
Personal Information
- Age: 42
- Height: 5'7
- Weight: 195 lbs
- Citizenship: Filipino
- Date of Birth: 05/29/80
- Gender: Male
- Marital Status: single
- Religion: Roman Catholic
- Place of Birth: Makati
Timeline
Real Time Analyst
Movate PH (previously CSS Corp)
06.2020 - 05.2021
Local Resource Planner
The Results Companies
07.2019 - 04.2020
Real Time Analyst
AFNI Philippines
01.2016 - 03.2019
Dialer Analyst
AFNI Philippines
06.2015 - 01.2016
Customer Service Representative
AFNI Philippines
02.2015 - 06.2015
Outbound Dialer Management
FIVE9 Philippines
11.2011 - 02.2015
Five9 Software IT helpdesk
FIVE9 Philippines
11.2011 - 02.2015
Customer Service Rep
VXI
03.2011 - 11.2011
Tech Support Rep
Sykes
04.2010 - 12.2010
Customer Service Rep
HSBC
01.2008 - 04.2010
Customer Service Rep
JP Morgan Chase
01.2007 - 01.2008
Bachelor of Arts - Political Science
Urious College
01.1997 - 01.2002
High school or equivalent - undefined
Northwestern Agusan Colleges
Elementary - undefined
Talisay Elementary School