Lloyd A. Pacarro
General Trias, Cavite
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
Pod Leader
Woflow
04.2023 - Current
- Excellent communication skills, both verbal and written.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated leadership skills in managing projects from concept to completion.
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Gained strong leadership skills by managing projects from start to finish.
- Proven ability to learn quickly and adapt to new situations.
- Provided professional services and support in a dynamic work environment.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Workforce Management Analyst
Intrado
07.2020 - 02.2023
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Managed real-time inbound call traffic across multiple contact center locations.
- Provided training on dashboard and package development to team members and management.
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized schedules, forecasts and other tools to present to management.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Created training materials for new employees to provide information about attendance guidelines.
- Managed overtime, shift swaps, breaks and PTO requests.
Operations Supervisor
Atos Information Technology Inc
03.2018 - 06.2020
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Analyzed department metrics and performance and reported findings to management.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Compiled training materials for new employees and tracked skill development.
- Managed internal operational standards and productivity targets.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Business Owner
Beautify LA
11.2013 - 02.2018
- Devised processes to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Assisted in recruiting, hiring and training of team members.
Team Leader
TASKUS
10.2007 - 10.2013
- Mentored and guided employees to foster proper completion of assigned duties.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Held weekly team meetings to inform team members on company news and updates.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Maintained database systems to track and analyze operational data.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Performance Assessment Specialist
DELL
09.2003 - 08.2007
- Updated and set up instructions and uploaded course materials in webinar and learning management software.
- Developed assessment surveys, feedback and monitoring systems to drive analysis for training program reporting.
- Scheduled venue, prepared course materials and formatted and branded materials to facilitate smooth training session.
- Filed, organized and archived training materials to support future training sessions.
- Liaised with trainers and participants to provide logistical and technical support before, during and after learning course.
- Coordinated day-to-day administration and logistics of face-to-face and online training courses.
- Created and oversaw training programs for operations.
- Analyzed and evaluated training effectiveness and program outcomes.
Education
Bachelor of Science - Psychology
AMA Computer University
Dasmarinas, Cavite 05.1997 - 06.2001
Lean Six Sigma Certified - Yellow Belt
ATOS Information Inc.Skills
Strategic planning
undefinedTimeline
Pod Leader
Woflow
04.2023 - Current
Workforce Management Analyst
Intrado
07.2020 - 02.2023
Operations Supervisor
Atos Information Technology Inc
03.2018 - 06.2020
Business Owner
Beautify LA
11.2013 - 02.2018
Team Leader
TASKUS
10.2007 - 10.2013
Performance Assessment Specialist
DELL
09.2003 - 08.2007
Bachelor of Science - Psychology
AMA Computer University
05.1997 - 06.2001
Lean Six Sigma Certified - Yellow Belt
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