Mark Stephen Miguel
Administrative Assistant
Tarlac City
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
Work History
Sales Process Admin
The Credit Pros
2 2022 - Current
- Generate comprehensive reports using ThoughtSpot's intuitive interface, incorporating visualizations and data insights to facilitate informed decision-making and strategic planning for stakeholders.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Improved internal processes by providing feedback to management on areas for potential improvement in the short sale department.
Dialer Administrator
Sutherland
11.2017 - 02.2022
- Performs daily administrative tasks in the dialer tool like uploading leads, adjusting pace of dialing, starting and stopping a campaign.
- Gathered dialer data and present analysis using Microsoft Excel Pivots and Charts.
- Identified issues, analyzed information and provided solutions to problems.
- Led projects and analyzed data to identify opportunities for improvement.
Real Time Analyst
Sitel
11.2015 - 10.2017
- Sending hourly, daily, weekly and monthly reports using Microsoft Excel Pivots and Charts.
- Provide performance comparison, analysis and recommendation.
- Real time monitoring of call center to make sure Key Metric Indicators will be met on a daily basis.
Workforce Scheduler
UnitedHealth Group Global Services
10.2013 - 11.2015
- Responsible for daily, weekly and monthly administration of the workforce management system to ensure that all departments are properly staffed.
- Forecasted short-term call volumes and staffing needs using Microsoft Excel spreadsheets and Charts.
Workforce Specialist
SPi Global
11.2011 - 10.2013
- Responsible for real time monitoring to make sure call center Key Performance Metrics are met on a daily basis.
- Promoted to Workforce specialist on May 2012.
- Automated reports using VBA Macro so that the time to produce the report was reduced by 95%.
- Started on November 2011 as a Customer Service and Technical Support Representative for a Cable TV Provider campaign.
Education
Bachelor of Science - Electronics And Communications Engineering
AMA College
Tarlac City, Philippines 06.2008 - 10.2011
Bachelor of Science - Electronics And Communications Engineering
Tarlac State University
Tarlac City, Philippines 06.2006 - 06.2008
Bachelor of Science - Electronics Technology
Tarlac State University
Tarlac City, Philippines 06.2003 - 06.2006
Skills
Generate comprehensive reports using ThoughtSpot
Microsoft Excel expertise
Pivot tables and charts
Excel formulas
Data analysis
Timeline
Dialer Administrator
Sutherland
11.2017 - 02.2022
Real Time Analyst
Sitel
11.2015 - 10.2017
Workforce Scheduler
UnitedHealth Group Global Services
10.2013 - 11.2015
Workforce Specialist
SPi Global
11.2011 - 10.2013
Bachelor of Science - Electronics And Communications Engineering
AMA College
06.2008 - 10.2011
Bachelor of Science - Electronics And Communications Engineering
Tarlac State University
06.2006 - 06.2008
Bachelor of Science - Electronics Technology
Tarlac State University
06.2003 - 06.2006
Sales Process Admin
The Credit Pros
2 2022 - Current
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