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
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
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