Social Media Management
PABLO GRIÑO
Virtual Assistant
Bacolod City
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3 years of experience in workforce assessment. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level analyst position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Workforce Real Time Analyst
PanAsiatic Solution Inc.
06.2020 - 12.2023
- Managed real-time inbound call traffic across multiple contact center locations
- Optimized schedules, forecasts and other tools to present to management
- Performed reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties
- Streamlined the daily functions for better efficiency, implementing new scheduling software for workforce optimization
Customer Service Representative
PanAsiatic Solution Inc.
06.2016 - 06.2020
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided primary customer support to internal and external customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence
Education
Bachelor of Arts: Information Technology -
Carlos Hilado Memorial State University
Bacolod City Philippines 06.2012 - 05.2016
Skills
Organization and Time ManagementData Collection & ResearchMicrosoft Office
Time management abilities
Compiling Data
Self Motivation
Team Collaboration
Problem-Solving
Multitasking
Excellent Communication
Records Maintenance
References
- KATRINA DAVID, katrinadavid45@gmail.com, +63 9457083079
- JAVAR A. AMORES, javaramores@gmail.com, 09266444729
Software
Lead Gen Specialist
Email Management
Customer Service
Technical Service
Organizational
Communication (Verbal and Written)
Timeline
Workforce Real Time Analyst
PanAsiatic Solution Inc.
06.2020 - 12.2023
Customer Service Representative
PanAsiatic Solution Inc.
06.2016 - 06.2020
Bachelor of Arts: Information Technology -
Carlos Hilado Memorial State University
06.2012 - 05.2016