Mark Stephen Miguel
Dialler Admin
Tarlac City, Province Of Tarlac
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
Dialler Admin
Concentrix
2 2022 - Current
- Maintained compliance with industry regulations regarding auto-dialing systems by staying current on legislative updates and implementing necessary controls within the dialer platform.
- Ensured optimal workflow by monitoring agent performance and adjusting dialing parameters accordingly.
- Managed daily operations of the dialer system, ensuring seamless integration with other technologies utilized in the call center environment.
- Increased contact rates by implementing efficient dialer strategies and optimizing campaigns.
- Conducted ongoing analysis of dialer metrics to identify areas for improvement and implement necessary changes.
- Reduced call abandonment rates through effective list management and pacing adjustments.
- Troubleshot technical issues related to the automatic outbound calling process, quickly identifying root causes of problems and implementing effective solutions to minimize service disruptions for agents utilizing the system during peak hours of operation.
- Implemented data-driven decision making for campaign optimization, leading to improved overall results.
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
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
Skills
Clear Communication
Problem-solving abilities
Decision-Making
Adaptability and Flexibility
Attention to Detail
Task Prioritization
Analytical Skills
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
Dialler Admin
Concentrix
2 2022 - Current
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