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
Operations management
Performance improvement
Sales expertise
Complaint resolution
Key performance indicators
Daily workflow improvement
Forecasting expertise
Managing schedules
Staffing requirements
Analyzing patterns
Active Listening
Problem-Solving
Planning and Coordination
Training and Development
Timeline
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