Patricia Salazar
Customer Service Expert
BINANGONAN,RIZAL
Summary
15 Years of experience in BPO setting.
20 Years of experience in Customer Service
7 Years in Workforce Management
2 Years in Marketing Project Management
Overview
1
1
year of post-secondary education
13
13
years of professional experience
Work History
Examination Proctor
Examity
Newton, MA
05.2020 - 01.2021
- Assisting student’s and candidate’s get through their scheduled examination and certification online.
- Guide them through LMS and monitor for the entire exam duration.
- Teach the basic portal functions and serve as the test taker’s go to person all throughout the test.
- Troubleshot issues with computer-based examinations.
- Secured testing materials and maintained confidentiality of all details.
- Maintained compliance with test center policies, practices and procedures.
Customer Service Specialist
Bark
Columbus, Ohio
05.2019 - 03.2020
- Provides CHAT, EMAIL,, and TEXT support to US and Canadian clients.
- We act in response to inquiries, presales and complaints.
- Evaluate customer’s needs and improve customer satisfaction ratings by addressing issues in a timely manner or one contact resolution.
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Described and explained details about Barkbox options to inform customers and guide purchasing decisions.
Project Coordinator
Black Card Books
Stouffville, Ontario
10.2017 - 01.2019
- Managing the production of the required deliverable.
- Coordinate with internal assets and implement processes to ensure that book projects are delivered on time.
- The go-to person for everything involving the project.
- Monitoring overall progress and use of resources, initiating corrective action where necessary.
- Reporting through agreed lines on project progress through highlight reports and end-stage assessments.
- Helped incorporate product changes into marketing message to drive customer engagement and firm profits.
- Coordinated creation and deployment of videos, social media posts and other marketing collateral.
Workforce Management Analyst
Hinduja Global Solutions
Pasig City, Metro Manila
01.2016 - 05.2017
- Responsible for long term resource planning of front line agents and also for quantifying agent requirements from bidding stage to an account’s end of life.
- Forecasts daily to annual volume, handling time and planned time off’s.
- Gathers historical data, normalizes volume.
- Creates and analyzes capacity plan, headcount and provides recommendation.
- Sets up lock meeting with Operations and Clients.
- Generates working schedules for the business week, incorporating all client requirements as well as forecasting and scheduling assumptions.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Created training materials for new employees to provide information about attendance guidelines.
- Produced and updated documents, reports and tracking spreadsheets using Oracle and Bluepumpkin.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
Workforce Real Time Analyst
Hinduja Global Solutions
Pasig City, Metro Manila
05.2008 - 01.2016
- Responsible for real- time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
- Responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.
Customer Service Representative
Hinduja Global Solutions
Pasig City, Metro Manila
05.2007 - 05.2008
- Provides technical support to Brother and Samsung device users from the US regarding product operations & hookups specifically on consumer products.
- Act in response to inquiries, pre-sales questions, service and dealer referrals and service complaints received through phone.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
Vocational - Advanced Excel
Infomatics
Quezon City 01.2010 - 01.2011
Skills
Client Relationsundefined
Timeline
Examination Proctor
Examity
05.2020 - 01.2021
Customer Service Specialist
Bark
05.2019 - 03.2020
Project Coordinator
Black Card Books
10.2017 - 01.2019
Workforce Management Analyst
Hinduja Global Solutions
01.2016 - 05.2017
Vocational - Advanced Excel
Infomatics
01.2010 - 01.2011
Workforce Real Time Analyst
Hinduja Global Solutions
05.2008 - 01.2016
Customer Service Representative
Hinduja Global Solutions
05.2007 - 05.2008
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