John Kenneth Torres
Taytay
Summary
Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
5
5
years of professional experience
Work History
Workforce Real Time Analyst
Foundever
12.2023 - 01.2024
- Prepared and maintained reports, dashboards, daily and monthly reports.
- Created training materials for new employees to provide information about attendance guidelines.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Optimized schedules, forecasts and other tools to present to management.
- Provided training on dashboard and package development to team members and management.
Customer Service Representative
Foundever
04.2020 - 12.2023
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Technical Vocational - Computer System Servicing NCll
North Coast Bohol Institute Inc
Talibon, Bohol, Philippines03.2018
Skills
- Queue management
- Workforce Management
- Service Level Agreements
- Schedule Coordination
- KPI Monitoring
- Managing schedules
- Microsoft Excel
Timeline
Workforce Real Time Analyst
Foundever
12.2023 - 01.2024
Customer Service Representative
Foundever
04.2020 - 12.2023
Technical Vocational - Computer System Servicing NCll
North Coast Bohol Institute Inc
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