Larry Kalaw
Quezon City
Summary
Dynamic leader with a proven track record at Concentrix, adept in scheduling optimization and fostering team collaboration. Excelled in reducing attrition rates and boosting productivity through data-driven decision making and effective team leadership. Skilled in real-time management and customer focus, consistently enhancing operational efficiency and client satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
WFM Supervisor
Concentrix
01.2022 - 06.2024
- Reduced employee attrition rates through effective communication, training, and performance management.
- Streamlined WFM processes to increase productivity and reduce operational costs.
- Collaborated with cross-functional teams to improve overall operational performance and customer satisfaction.
- Developed comprehensive training programs for new hires, boosting their skill set and knowledge base.
- Managed a team of workforce analysts, fostering professional growth and development opportunities.
- Collaborated effectively with other departments such as HR, IT, Finance, and Operations for seamless workflow integration across the organization.
- Optimized staffing levels with data-driven analysis, ensuring appropriate coverage during peak hours.
Associate RTA
Concentrix
11.2021 - 01.2023
- Enhanced team productivity by coordinating daily tasks and schedules.
- Trained staff members to improve operational efficiency and customer service.
- Improved project timelines by effectively delegating tasks.
- Optimized workforce schedules by analyzing historical data and forecasting future trends.
Sr. Representative, Real Time Management
Concentrix
02.2020 - 11.2021
- Monitor real-time service levels and key performance indicators (KPIs) to ensure adherence to operational goals.
- Make real-time adjustments to staffing levels and schedules based on current call volumes and agent availability.
- Communicate effectively with operations teams to provide real-time updates and recommendations for optimizing workforce utilization.
- Utilize workforce management software to forecast and adjust staffing requirements throughout the day.
- Analyze historical data and trends to identify opportunities for improving efficiency and productivity.
- Collaborate with WFM Supervisor and other stakeholders to implement process improvements and best practices.
- Prepare and present reports on real-time performance metrics to management and stakeholders.
- Participate in cross-functional meetings and projects to support business objectives and initiatives
Sr Sales Advisor I
Concentrix
06.2014 - 02.2020
- Engage with customers to understand their needs and recommend products or services that best meet their requirements.
- Achieve personal sales targets and contribute to team goals by demonstrating product features and benefits persuasively.
- Build and maintain strong customer relationships to ensure repeat business and customer loyalty.
- Process sales transactions accurately and efficiently, including handling payments and returns.
- Stay informed about current promotions, new products, and company policies to provide accurate information to customers.
- Collaborate with team members and sales managers to optimize sales processes and achieve performance targets.
- Utilize CRM systems and sales tools effectively to manage customer interactions and track sales activities.
- Participate in sales training sessions and continuous learning opportunities to enhance product knowledge and sales techniques.
- Resolve customer complaints and concerns professionally and escalate issues to management when necessary.
Education
Bachelor of Science - Business Management
Souther Luzon State University
Lucban03-2007
Skills
- Scheduling optimization
- Data-driven decision making
- Customer focus
- Performance analysis
- Real-time management
- Positive attitude
- Teamwork and collaboration
- Multitasking
- Computer skills
- Adaptability and flexibility
- Capacity planning
- Team collaboration
- Team leadership
Certification
Career Boost with Power BI
Timeline
WFM Supervisor
Concentrix
01.2022 - 06.2024
Associate RTA
Concentrix
11.2021 - 01.2023
Sr. Representative, Real Time Management
Concentrix
02.2020 - 11.2021
Sr Sales Advisor I
Concentrix
06.2014 - 02.2020
Bachelor of Science - Business Management
Souther Luzon State University
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