Marverick Vicente
BPO Employee
San Pedro, Province Of Laguna
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Workforce management professional with experience in real-time data analysis and performance monitoring. Strong focus on team collaboration, achieving results, and adapting to changing needs. Expertise in workforce planning, schedule optimization, and utilizing analytical tools to drive efficiency and productivity. Known for reliability, clear communication, and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Customer Representative
Afni Inc, Verizon
01.2025 - Current
- Assisted customers with inquiries, ensuring prompt resolution of issues and enhancing satisfaction.
- Collaborated with team members to streamline processes, improving overall service delivery.
- Trained new representatives on customer service protocols and company policies.
- Contributed to team performance by sharing insights and best practices during meetings.
Workforce Real Time Analyst
Alorica
01.2019 - 10.2021
- Analyzed real-time workforce data to optimize scheduling and staffing levels.
- Monitored call queues and performance metrics to enhance service delivery.
- Collaborated with management to develop strategies for operational efficiency.
- Generated reports on agent performance to inform decision-making.
- Identified trends in call volume to adjust staffing proactively.
- Managed real-time inbound call traffic across multiple contact center locations.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
Customer Representative
Alorica
08.2018 - 01.2019
- Adapted quickly to diverse customer needs, providing tailored solutions and support.
- Managed account updates, ensuring accuracy and consistency in customer records.
- Streamlined communication channels for improved customer service response times and overall efficiency.
Education
Associate of Science - Marine Engineering
Philippine Merchant Marine School
Las Pinas, Metro Manila, Philippines 04.2001 -
High School Diploma -
Maripipi National Vocational School
Maripipi, Province Of Biliran 04.2001 -
Skills
Customer service excellence
Timeline
Customer Representative
Afni Inc, Verizon
01.2025 - Current
Workforce Real Time Analyst
Alorica
01.2019 - 10.2021
Customer Representative
Alorica
08.2018 - 01.2019
Associate of Science - Marine Engineering
Philippine Merchant Marine School
04.2001 -
High School Diploma -
Maripipi National Vocational School
04.2001 -