Needlecraft
Jensen Pascual
Senior Representative, Real Time Management
Cainta
Summary
I am professional with track record in delivering positive results as evidenced on my annual performance evaluation. I can work effectively with others in achieving a common goal. I am currently pursuing a full time role that presents professional challenges, time management and problem solving expertise.
Overview
23
23
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Senior Representative, Real Time Management
Concentrix Philippines, Inc
02.2021 - Current
- Coordinate with IT and client tool support in troubleshooting and resolving any technical issues impacting productivity of our agents, ensuring all issues are tracked and reported
- Conduct Floor Leader talk to new hires, providing expectations regarding absenteeism, efficiency and productivity, offline, leaves, schedules and organizational guidelines
- Work with scheduler to optimize staffing ensuring we have the right number of staff required to handle forecasted chat volume
- Track, generate, publish and maintain reports
- Real time monitoring of efficiency, productivity and staffing
- Ensured adherence of break, lunch and other offline activities.
- Improved customer satisfaction, ensuring adequate staffing levels during peak business hours.
- Managed overtime, shift swaps, breaks and PTO requests.
Intraday Coordinator Intern
Concentrix Philippines, Inc
07.2016 - 01.2021
- Maintained roster of the program by removing attrite agents or adding new agents
- Generate and publish absenteeism report for Management and Agents
- Generate and publish productivity and efficiency report
- Real time monitoring of agent productivity and publish interval report
- Coordinated with supervisors and managers in facilitating training courses for the agents and publish completion report
- Maintained seat plan
- Coordinate with my team mates in implementing action plans to increase productivity
Accredited Paramedical Examiner
Sunlife of Canada, Philippine Inc
Bonifacio Global City, Taguig
03.2010 - 03.2019
- Create safe and secure environment for the client
- Maintained professionalism when conducting comprehensive medical history and physical assessment.
- Accuracy in data documentation and submit report on time
- Observed and reported customer conditions and health incidents for comprehensive screening.
- Develop rapport with patients through active listening and asking relevant questions.
- Adhered to strict privacy guidelines to protect sensitive patient information during the examination process.
Customer Service Consultant
Convergys Philippines, Inc
06.2014 - 07.2016
- Explained bill charges to customer
- Assisted customers in activating and upgrading their device, data plan and other features on their line
- Helped customers maximize and save with their postpaid plans
- Accuracy in documentation for future reference and avoid confusion
eBay North America Consultant
Sutherland Global Services
06.2010 - 08.2011
- Assisted members with their concern regarding their purchases/sales on their accounts through live chat and emails
- Helped members resolve issues with their trading partners
- Responded to customers inquiries for product and services
- Interaction with customer documented accurately
New Accounts/ Teller
BPI Family Savings Bank
06.2002 - 04.2006
- Accurate in handling bank transactions
- Responsible with cash and check transactions
- Protected the privacy of the clients as per R.A 1405
- Treated clients with respect, friendliness and courtesy
- Handled customer complaints
- Marketed other bank products to existing and prospective client
- Maintained up to date knowledge with bank product and services
Education
Bachelor of Science - Nursing
De Los Santos-STI College
Quezon City, Metro Manila, Philippines 01.2006 - 01.2009
Bachelor of Science - Commerce
Centro Escolar University
Manila, Metro Manila, Philippines 01.1998 - 01.2002
Skills
Proficient in Excel and Word
Team oriented
Ability to work with minimal supervision
Willingness to be trained for professional and personal improvement
Paperwork processing
Data entry proficiency
Time management
Teamwork and collaboration
Attention to detail
Proficient in NICE iEX application
Affiliations
- Philippine Nursing Association
- Renal Nurses Association of the Philippines
- Adopt-a- Cap Foundation
Personal Information
- Age: 42
- Date of Birth: 07/18/82
- Gender: Female
- Religion: Methodist Christian
Certification
First Aid and Basic Life support Training
Interests
Timeline
First Aid and Basic Life support Training
07-2023
Senior Representative, Real Time Management
Concentrix Philippines, Inc
02.2021 - Current
Intraday Coordinator Intern
Concentrix Philippines, Inc
07.2016 - 01.2021
Customer Service Consultant
Convergys Philippines, Inc
06.2014 - 07.2016
eBay North America Consultant
Sutherland Global Services
06.2010 - 08.2011
Accredited Paramedical Examiner
Sunlife of Canada, Philippine Inc
03.2010 - 03.2019
Bachelor of Science - Nursing
De Los Santos-STI College
01.2006 - 01.2009
New Accounts/ Teller
BPI Family Savings Bank
06.2002 - 04.2006
Bachelor of Science - Commerce
Centro Escolar University
01.1998 - 01.2002