Kenneth Solis
Reporting Analyst
Mabalacat,PAM
Summary
To support the supervisors and management team with problem-solving skills, effective teamwork, and respect for deadlines while providing administrative and entry-level talents with the goal of proving myself and growing with the company.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
Work History
Commercial Administrator
PTS Managed Services Limited
Angeles City, Hong Kong
04.2020 - Current
- Prepare monthly, quarterly, and annual summary reports for PTS clients
- Quality check of data in systems such as ticket information, knowledge base, etc
- Prepare PowerPoint presentations from PTS standard templates, quotations, invoices, and purchase orders
- Update CRM regularly with new client details, and/or contract status
- Assist Client Service Manager and other departments to fulfill tasks at given time
- Successfully completed special projects to exceed goals of both Commercial Admin department and overall organization.
- Completed forms, reports, logs and records to quickly handle all documentation for management.
Workforce Planning/Forecasting Analyst
Majorel, Clark Pampanga
12.2018 - 04.2020
- Conducting workforce gap analyses and assessments to identify gap reduction strategies including evaluation of operational effectiveness, including systems, policies, and standards; identification of gaps, and areas of risk; documentation of workforce trends
- Providing recommendations on how to structure organization and deploy workforce
- Developing action plans to implement strategies, and measures for assessing strategic progress including recruiting, training/upskilling, succession planning, etc.
- Used analytical models and mathematical analysis to create and maintain key performance metrics
Real Time Analyst
Majorel, Clark Pampanga
07.2017 - 12.2018
- Assist Forecasting/Scheduling Analyst as required
- Monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained
- Provide ad-hoc reporting for management as required
- Assist in creation of scheduling Meetings and Training as required while ensuring Service level targets are maintained
- Produced detailed and relevant reports for use in making business decisions
- Gathered, documented and modeled data to assess business trends
- Identified issues, analyzed information and provided solutions to problems
Clark
XBOX POC
02.2017 - 07.2017
- Chat, Majorel, Assigned to effectively and communicate in timely manner to address the individual’s query
- Gathering and researching information; assembling and forwarding information
- Verifying customer's understanding of information and answer
- Communicates technical matters in laymen’s terms
- Assisting agents in improving performance and knowledge skills, and helping to meet the team and site goals
- Keeps abreast of program changes and informational updates
- Informed and supported business leaders through consistent communication and administrative support duties
XBOX Chat Support Representative
Majorel, Clark Pampanga
11.2015 - 02.2017
- Assisting customers with all kinds of issues ranging from accounts and billing-related concerns to troubleshooting their Xbox consoles and accessories
- Expected to answer in-game and sales-related queries regarding the consoles and Xbox Live accessories
- Identified issues, analyzed information and provided solutions to problems
- Increased customer satisfaction by resolving issues
Quickbooks Intuit Sales Representative
SM Pampanga City of San Fernando
10.2014 - 11.2015
- Answer general questions about product and find opportunities to sell to customer the advantages of signing up to our product
- Assist customers to find the type of products and services that are specifically tailored to their business and growing needs
- Worked with customers to understand needs and provide excellent service
Windows Technical Support Representative
Sutherland, Clark Pampanga
09.2013 - 08.2014
- Provides technical support for wide array of software-related services including but not limited to installing and uninstalling software
- Reformatting PCs and laptops, removing viruses and if opportunity presents itself, upselling product that is right to fit to customer
- Maintained excellent attendance record, consistently arriving to work on time
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Used Microsoft Word and other software tools to create documents and other communications
Education
Bachelor Degree - Information Technology
Pampanga State Agricultural University
Pampanga 01.2003 - 01.2004
Skills
- Documentation and control
Timeline
Commercial Administrator
PTS Managed Services Limited
04.2020 - Current
Workforce Planning/Forecasting Analyst
Majorel, Clark Pampanga
12.2018 - 04.2020
Real Time Analyst
Majorel, Clark Pampanga
07.2017 - 12.2018
Clark
XBOX POC
02.2017 - 07.2017
XBOX Chat Support Representative
Majorel, Clark Pampanga
11.2015 - 02.2017
Quickbooks Intuit Sales Representative
SM Pampanga City of San Fernando
10.2014 - 11.2015
Windows Technical Support Representative
Sutherland, Clark Pampanga
09.2013 - 08.2014
Bachelor Degree - Information Technology
Pampanga State Agricultural University
01.2003 - 01.2004
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