Julius Ceazar Bautista
Workforce Planning Analyst / Task Specialist
Purok 6, Calicanto Batangas City
Summary
Dynamic professional with a proven track record at Petsure Services Inc, specializing in workforce management and customer service excellence. Leveraged analytical thinking and team collaboration to enhance operational efficiency and customer satisfaction. Skilled in technical communication and root-cause analysis, significantly improving account performance and service delivery.
Overview
10
10
years of professional experience
Work History
Workforce Planning Analyst/Task Specialist
Petsure Service Inc.
Taguig City
12.2022 - Current
- Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers. Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Assisted in developing strategic plan that aligned with long-term company goals.
- Analyze and report historical data and trends and develop forecast models.
- Manages and monitors real-time queue for the Operations account against the attainment of passing service levels. Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communication with Team Leads and Operations Management.
- Manage proactive approval and denial of discretionary activities such as long wraps, outbound call, leaves, meetings and training
- Updates and processes data for real-time performance analysis. Obtains quantifiable performance figures (i.e. task volume, productivity, backlogs, service level agreement queues) in order to make critical recommendations to address account performance issues
Customer Service Officer / Back Office
Petsure Services Inc
Taguig City
12.2021 - 12.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Boosted company reputation by providing exceptional customer service through phone and email channels.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
Technical and Billing Specialist
Teletech - Robinsons Place Lipa
Lipa City
09.2019 - 12.2022
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Streamlined ticket resolution process, increasing productivity and reducing average response time.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
Operation Supervisor
The Results Companies Lipa
Lipa City
09.2018 - 08.2019
- Conducted regular performance reviews evaluating team members contributions towards achieving organizational goals.
- Established clear performance metrics and targets, driving continuous improvement in operational effectiveness.
- Analyzed and reported on key performance metrics to senior management.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Subject Matter Expert (Coach)
The Results Companies Lipa
08.2016 - 08.2018
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
Customer Service Representative
The Results Companies Lipa
06.2015 - 10.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Associate of Science - Information Technology
STI College Batangas
Batangas City 03.2025 - 03.2025
Skills
Customer relations
Quality assurance
Team collaboration
Analytical thinking
Root-cause analysis
Technical communication
Timeline
Associate of Science - Information Technology
STI College Batangas
03.2025 - 03.2025
Workforce Planning Analyst/Task Specialist
Petsure Service Inc.
12.2022 - Current
Customer Service Officer / Back Office
Petsure Services Inc
12.2021 - 12.2022
Technical and Billing Specialist
Teletech - Robinsons Place Lipa
09.2019 - 12.2022
Operation Supervisor
The Results Companies Lipa
09.2018 - 08.2019
Subject Matter Expert (Coach)
The Results Companies Lipa
08.2016 - 08.2018
Customer Service Representative
The Results Companies Lipa
06.2015 - 10.2016
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