John Michael Ulep
Makati
Summary
Real-Time Analysis Professional with robust expertise in workforce management, data analysis, and forecasting. Proven track record of optimizing operational efficiency and supporting team success through adaptive strategies. Strong analytical skills, attention to detail, and collaborative mindset drive consistent results in dynamic environments. Proficient in utilizing performance metrics and real-time data to inform decision-making and improve service delivery.
Overview
6
6
years of professional experience
Work History
Real Time Analyst POC
Concentrix
07.2024 - Current
- Utilize NICE IEX software to meticulously track attendance and ensure optimal staffing in production environments
- Provide immediate, detailed reports to management on anomalous call patterns to effectively manage and mitigate call surges
- Analyze and generate insightful call driver reports to enhance understanding and strategic management of queue dynamics
- Collaborated with management to develop targeted action plans for addressing performance gaps.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
Senior Technical Advisor
Concentrix
10.2022 - 07.2024
- Managed complex Tier 2 support cases with expertise
- Maintained direct communication with clients for escalated case reporting
- Ensured diligent monitoring of case resolution within SLA parameters
- Proactively conducted outbound calls for timely issue resolution and client updates
- Streamlined processes by identifying redundancies and implementing necessary improvements.
- Ensured clear communication between stakeholders by translating complex technical concepts into easily digestible terms.
Technical Advisor
Concentrix
06.2021 - 10.2022
- Provided expert telephonic support for vehicle security device troubleshooting
- Efficiently escalated intricate cases to ensure advanced support and resolution
- Maintained high levels of customer satisfaction through effective problem-solving
- Assessed client needs, devising tailored solutions that aligned with their unique objectives and constraints.
- Served as a key liaison between clients and internal teams, facilitating clear communication on project requirements and deliverables.
Customer Service Advisor
Concentrix
08.2020 - 06.2021
- Expertly managed inbound customer inquiries and complaints, ensuring prompt and courteous resolution
- Skillfully escalated complex issues beyond first-level resolution to appropriate channels
- Coordinated with dealerships to schedule customer appointments, enhancing service efficiency
- Adapted communication style according to diverse clientele, providing personalized assistance that met individual preferences.
- Streamlined communication for improved efficiency, leading to higher customer retention rates.
Quality Assurance Analyst
Admerex Solution
02.2020 - 06.2020
- Spearheaded call audits to ensure strict adherence to client guidelines
- Collaborated with clients in call calibration sessions to align service quality with expectations
- Vigilantly enforced protocol compliance among agents to maintain high-quality standards
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Customer Care Specialist
Admerex Solution
02.2019 - 02.2020
- Expertly managed high-volume inbound and outbound calls at CIMB Bank, ensuring customer satisfaction
- Efficiently handled customer inquiries and concerns via email and live chat, providing timely resolutions
- Demonstrated proficiency in adhering to established processes for effective issue resolution
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Outbound Sales Specialist
Admerex Solution
11.2018 - 02.2019
- Spearheaded outbound sales initiatives for BPI's Special Installments Plan Loan, significantly increasing loan acquisition
- Specialized expertise in promoting and managing installment plan options for clients
- Consistently met and surpassed target loan quotas through strategic sales techniques
- Demonstrated exceptional performance in outbound sales, contributing to overall business growth
- Developed customized sales presentations tailored to individual client needs, leading to increased conversions.
- Initiated cold calls to generate new leads, consistently meeting or exceeding quotas each month.
Inbound Sales Specialist
Admerex Solution
08.2018 - 11.2018
- Spearheaded inbound sales initiatives for BPI's Special Installment Plan loans, significantly increasing revenue
- Demonstrated expertise in structuring and promoting installment plans to meet diverse client needs
- Consistently surpassed sales targets through effective customer engagement and product knowledge
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
Education
Bachelor of Science -
CAGAYAN STATE UNIVERSITY
Tuguegarao City, Province Of Cagayan, Philippines01.2018
Skills
- Analytical and Strategic thinking
- Professionalism
- Time management and Multitasking abilities
- Real-Time Analysis and reporting
- Problem-Solving and Technical Expertise
- Customer Service Excellence
- Leadership and Team Collaboration
- Negotiation and Communication Skills
- Recognition and Achievement (Employee of the Month for a Flawless CSAT Score)
Languages
Tagalog
English
Spanish
Mandarin
Hobbies and Interests
- Working out at the gym
- Online games
Personal Information
- Date of Birth: 07/04/95
- Nationality: Filipino
- Marital Status: Single
Timeline
Real Time Analyst POC
Concentrix
07.2024 - Current
Senior Technical Advisor
Concentrix
10.2022 - 07.2024
Technical Advisor
Concentrix
06.2021 - 10.2022
Customer Service Advisor
Concentrix
08.2020 - 06.2021
Quality Assurance Analyst
Admerex Solution
02.2020 - 06.2020
Customer Care Specialist
Admerex Solution
02.2019 - 02.2020
Outbound Sales Specialist
Admerex Solution
11.2018 - 02.2019
Inbound Sales Specialist
Admerex Solution
08.2018 - 11.2018
Bachelor of Science -
CAGAYAN STATE UNIVERSITY
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