MANUEL B. CORSIGA JR.
Calamba City
Summary
Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
14
14
years of professional experience
Work History
Work Force Management - Real time Analyst
Asurion
Santa Rosa, Province Of Laguna
06.2021 - Current
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
Work Force Coordinator
Asurion - Techlog Center Philippines
07.2015 - 01.2021
- Managed overtime, shift swaps, breaks and PTO requests.
- Reduced process gaps while supervising employees to achieve optimal productivity.
Inbound Customer Service Representative
TeleTech Customer Care Management Philippines Incorporated
06.2010 - 07.2015
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
Education
Bachelor of Science in Nursing, Tertiary -
Colegio De San Juan De Letran – Calamba
Calamba City, Laguna03.2010
Secondary -
Canossa Academy
Calamba City, Laguna03.2006
Primary -
Canossa Academy
Calamba City, LagunaSkills
- Work Force Management tools for managing headcount and Intraday work schedules
- Familiar with Scheduling and staffing applications such as Aspect/Alvaria suit
- Knowledge of principles and processes for Workforce Management
- Excellent English communication and interaction skills
- Scheduling Management
- Forecasting Techniques
Timeline
Work Force Management - Real time Analyst
Asurion
06.2021 - Current
Work Force Coordinator
Asurion - Techlog Center Philippines
07.2015 - 01.2021
Inbound Customer Service Representative
TeleTech Customer Care Management Philippines Incorporated
06.2010 - 07.2015
Bachelor of Science in Nursing, Tertiary -
Colegio De San Juan De Letran – Calamba
Secondary -
Canossa Academy
Primary -
Canossa Academy