Robert Ivan Asistores
Manila
Summary
Knowledgeable Associate WFM with robust background in real-time data analysis and operational efficiency. Demonstrated ability to optimize workforce management and monitor performance metrics to ensure service level adherence. Proven track record in utilizing analytical skills and effective communication to drive team success and maintain seamless operations.
Offering blend of analytical skills and passion for real-time data management, eager to learn and grow within this environment. Brings understanding of workforce management principles and data interpretation, coupled with strong Excel and scheduling software abilities. Ready to use and develop analytical skills and proficiency in scheduling software in Associate WFM role.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Sr. Real Time Analyst
Concentrix
05.2024 - Current
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Collaborated with management to develop targeted action plans for addressing performance gaps.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
Customer Service Representative (PCA)(PSC)
Concentrix
05.2023 - 05.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Making sure that we provide excellent customer service to our patients.
- Providing First Call Resolution.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- As a Physician Service Center (PSC) aside from (PCA task) We work side by side with the clients insurance and Medical doctors office to provide excellent customer Service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Preventing Medical Events.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Making sure to cater the MDOs queries.
Customer Service Representative (TEX)
Valor Global inc.
11.2022 - 04.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Machine Operator (Team Leader)
FUTABA INDUSTRIAL CO LTD
10.2014 - 10.2018
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.
- Increased product quality through meticulous monitoring of machine settings and making adjustments as needed.
- Adhered to strict quality control measures, guaranteeing consistent product output that met or exceeded customer expectations.
- Collaborated with team members to optimize production processes and improve overall performance.
Entrepreneur
Self owned
01.2023 - Current
- Meeting up with clients and recommending blinds Design that will fit to clients home interior.
- Dealer of window blinds.
- Dealer of UPVC windows.
- Supervise the installation of window blinds and windows.
Marketing Executive
Bens Windoors
- Meeting up with clients and recommending blinds Design that will fit to clients home interior.
- Dealer of window blinds.
- Dealer of UPVC windows.
- Supervise the installation of window blinds and windows.
Event Coordinator
SVM projects
- Responsible to find and contact suppliers / dealers for the event.
- Responsible for setting up meeting with clients.
- Coordinating with Event requirements.
- Making sure that everything is setup prior to the event.
Service crew
Tokyo Tokyo
- Responsible for assisting Customers needs.
- Serving foods to the customers.
- Cleaning tables and the whole store.
- Helping kitchen staff on their task.
Education
Bachelor of Science - Accountancy
Pamantasan Lungsod Ng Maynila
ManilaSkills
- Management skills
- Problem solving skills
- Multitasking Abilities
- Strong time management
- Customer Service skills
- Team collaboration
- CRM management
- Problem-solving
- Tableau navigation
- Microsoft office
- Active listening
Timeline
Sr. Real Time Analyst
Concentrix
05.2024 - Current
Customer Service Representative (PCA)(PSC)
Concentrix
05.2023 - 05.2024
Entrepreneur
Self owned
01.2023 - Current
Customer Service Representative (TEX)
Valor Global inc.
11.2022 - 04.2023
Machine Operator (Team Leader)
FUTABA INDUSTRIAL CO LTD
10.2014 - 10.2018
Marketing Executive
Bens Windoors
Event Coordinator
SVM projects
Service crew
Tokyo Tokyo
Bachelor of Science - Accountancy
Pamantasan Lungsod Ng Maynila
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