JOHN LLOYD ROA
Davao City
Summary
Experienced workforce management professional with a track record of improving operational efficiency through strategic workforce planning. Strong team collaborator known for consistently delivering impactful results. Adaptable to dynamic work environments and highly skilled in workforce analytics and process improvement. Extensive experience in customer relationship management, providing exceptional service and support. Utilizes effective communication and problem-solving skills to address and resolve client issues. Demonstrated ability to build and maintain strong client relationships, ensuring high levels of satisfaction.
Overview
6
6
years of professional experience
Work History
Workforce Management Senior Representative
Concentrix
08.2024 - Current
- Supports Appfolio, a US-based Property Management firm.
- Developed and implemented workforce planning strategies that align staffing levels with business goals, resulting in enhanced productivity and cost savings.
- Monitored industry trends in workforce management practices, implementing cutting-edge methodologies when applicable for enhanced business outcomes.
- Optimized workforce management by evaluating skill sets, experience levels, and availability to create balanced work schedules that maximized productivity while minimizing burnout.
Real-Time Analyst
Concentrix
08.2021 - 08.2024
- Supported Cricket, a US-based telecommunications company owned by AT&T.
- Spearheaded the development of new forecasting models, resulting in more accurate predictions of future call volumes and staffing needs.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Optimized workforce distribution by analyzing historical data and trends in realtime.
Subject Matter Expert
Concentrix
02.2021 - 08.2021
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Reduced average call length by creating effective troubleshooting guides and resources for agents.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
Customer Relations & Sales Representative
Sutherland Global Services
06.2019 - 02.2021
- Supported AT&T & DirecTV customers with billing and service inquiries and achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Maintained up-to-date knowledge of company products and services to provide accurate information and support to customers while implementing customer loyalty programs to increase retention and engagement
- Generated additional sales opportunities with upselling and cross-selling techniques.
B2B Lead Generation Intern
Callbox Incorporated
11.2018 - 03.2019
- Utilized various channels, including social media and email campaigns, to generate leads and build a robust sales pipeline
- Immersed in lead generation strategies to identify and qualify potential customers, resulting in an increase in qualified leads
- Collaborated with the sales and marketing teams to create and optimize lead generation campaigns, aligning efforts with overall company goals
Education
Bachelor of Science - Information Technology
De La Salle John Bosco College
03.2019
Skills
- High-Level English Communication
- Administrative Tasks & Reporting (Office 365 & Google Suite)
- Property Management (Appfolio & LISA)
- Client Relationship Management, Cold Calling, Inbound/Outbound Sales (Avaya OneX, Slack, & Twilio Flex)
- Inbox Management & Delegation (MS Outlook & Google Mail)
- Calendar Management (MS Teams, Notion, & Trello)
- Scheduling & Workforce Management (NICE WFM)
- Lead Generation (LinkedIn Sales Navigator)
- Multimedia Editing (Canva, & Wondershare Filmora)
Timeline
Workforce Management Senior Representative
Concentrix
08.2024 - Current
Real-Time Analyst
Concentrix
08.2021 - 08.2024
Subject Matter Expert
Concentrix
02.2021 - 08.2021
Customer Relations & Sales Representative
Sutherland Global Services
06.2019 - 02.2021
B2B Lead Generation Intern
Callbox Incorporated
11.2018 - 03.2019
Bachelor of Science - Information Technology
De La Salle John Bosco College
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