Neriza Kristel Nieto - Majam
WORKFORCE REAL TIME SUPERVISOR
Summary
To render my service to your company which I believe will help me enhance my skills not just for the betterment of your company but as well as to develop my personality and where I will learn and grow as a person, an employee and where I am given challenges that test my potential. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Workforce Supervisor
09.2019 - Current
- Fostered relationships with internal personnel to cultivate optimal service levels, attrition, and quality.
- Reviewed initiated personnel actions for accuracy and created or updated actions in appropriate systems.
- Reviewed timesheets for anomalies and worked with supervisors to correct issues.
- Managed team, driving productivity and reducing process lags by training staff in best practices and procedures.
- Supervised personnel by implementing company policies, protocols, work rules, and disciplinary action.
Workforce Real Time Sr. Associate
02.2017 - 09.2019
- Exceeded goals through effective task prioritization and great work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Prepared variety of different written communications, reports and documents.
- Collaborated with team members to achieve target results.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Workforce Real Time Analyst
07.2015 - 02.2017
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Organized positions by factors such as salary and status to develop effective categories and operational strategies.
- Delivered targeted advice on applicable employment regulations, compensation strategies, and internal systems to help companies update antiquated or ineffective approaches.
Apprentice
BAT
05.2015 - 07.2015
- Prepared worksite by setting up required tools and supplies.
- Prioritized and accomplished multiple tasks within established timeframes.
Customer Interaction Specialist / Technical Support Representative
Alorica
02.2011 - 07.2015
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded account information to open new customer accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelor of Secondary Education - FILIPINO
Bicol University
2009
SECONDARY - undefined
Polangui General Comprehensive High School, Polangui South Central Elementary School
2004
Skills
- Proven ability to build, manage and foster a team-oriented environment
- Proven ability to work creatively and analytically in a problem-solving environment
- Demonstrated ability to handle visual monitoring and data entry simultaneously
- Excellent leadership and management skills
- Excellent communication (written and oral) and interpersonal skills
- Desire to work in an information systems environment
- Time Management
- Workforce Management Software
- Administration and Reporting
- Employee Performance Reviews
Timeline
Workforce Supervisor
09.2019 - Current
Workforce Real Time Sr. Associate
02.2017 - 09.2019
Workforce Real Time Analyst
07.2015 - 02.2017
Apprentice
BAT
05.2015 - 07.2015
Customer Interaction Specialist / Technical Support Representative
Alorica
02.2011 - 07.2015
Bachelor of Secondary Education - FILIPINO
Bicol University
SECONDARY - undefined
Polangui General Comprehensive High School, Polangui South Central Elementary School
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