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Lucky Emmanuel Pulog
Senior Process Intelligence Analyst
Manila,2150 Mabuhay St. Brgy 782 Santa Ana
Summary
Experienced Supervisor with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Business Process, Customer Service Operations, Business Intelligence, Data Analysis, and Business Process Improvement.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Certificates
Work History
Senior Process Intelligence Analyst
Snapcompare Corp.
Manila, Makati
04.2017 - 01.2022
- Mapped current business and operational processes and recommended areas for improvement.
- Pinpointed cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts.
- Liaised with staff managers to collaboratively design process change implementation plans.
- Designed process models to provide clear, understandable tools for presenting complex business processes to individuals with minimal knowledge on topic.
- Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
Operations Team Lead
Teleperformance Ayala FHCS
Makati
07.2015 - 03.2017
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Subject Matter Expert
Teleperformance Ayala FHCS
Makati
11.2014 - 06.2015
- Investigated and resolved customer inquiries and complaints quickly.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Resolved Billing and Technical issues over phone with customers daily.
Customer Service Representative Agent
Teleperformance Ayala FHCS
Makati
07.2013 - 11.2014
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
2nd Year Bachelor in Information Technology -
Polytechnic University of The Philippines - STBC
Sto. Tomas, Batangas 03.2010 - 03.2012
High School Diploma -
Batangas Eastern Colleges
San Juan, Batangas 06.2005 - 03.2009
Skills
Processes and procedures
Accomplishments
· Account KPI Champion for NPS
· Top Team Leader for NPS (August - October 2016) with average of 28.7% from a 10% target
· Client and Accounts reports POC for Account Daily Highlights, Weekly Performance Review(WPR) and Monthly Business Review(MBR)
Certification
Teleperformance Operational Processes and Standards(TOPS)
Additional Information
Personal Reference:
Chrystal Molbog
Head of Business Intelligence, Snapcompare Corp
Contact Information: 9173055987
Beth Oba
Head of Operations, Snapcompare Corp
Contact Information: 9178081757
Rebecca Rosario
Head of Product, Snapcompare Corp
Contact Information: 9778074808
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Senior Process Intelligence Analyst
Snapcompare Corp.
04.2017 - 01.2022
Best Operational Leadership and Training Standards(BOLTS)
03-2016
Teleperformance Operational Processes and Standards(TOPS)
12-2015
Operations Team Lead
Teleperformance Ayala FHCS
07.2015 - 03.2017
Subject Matter Expert
Teleperformance Ayala FHCS
11.2014 - 06.2015
Customer Service Representative Agent
Teleperformance Ayala FHCS
07.2013 - 11.2014
2nd Year Bachelor in Information Technology -
Polytechnic University of The Philippines - STBC
03.2010 - 03.2012
High School Diploma -
Batangas Eastern Colleges
06.2005 - 03.2009
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