Roman Enrico Zafra
Muntinlupa City
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
4
4
years of professional experience
Work History
Workforce Real Time Analyst
Teleperformance
07.2022 - Current
- Analyzed current workforce management practices to ensure compliance with applicable laws and regulations.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Provided data-driven recommendations to management regarding staffing strategies and operational efficiencies.
- Reviewed existing job descriptions for accuracy and completeness; updated as needed.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
- Provided technical support for internal software applications used for tracking employee hours.
Customer Service Representative
Teleperformance
08.2021 - 07.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
AMA Computer College
04-2018
Bachelor of Science - Computer Science
Pamantasan Lungsod Ng Muntinlupa
Skills
- Proficient in workforce management tools
- Task load evaluation
- Data Analysis
- Data gathering and analysis
- Workforce optimization
- Effective inquiry handling
- Effective queue management
- Account Investigation
References
- Matthew Ian Paulo Cruz, Real Time Analyst at Teleperformance
Contact no. 09954531252
- Maque Maisa, Teammate at TaskUs
Contact no. 09912167631
Timeline
Workforce Real Time Analyst
Teleperformance
07.2022 - Current
Customer Service Representative
Teleperformance
08.2021 - 07.2022
Bachelor of Science - Computer Science
Pamantasan Lungsod Ng Muntinlupa
High School Diploma -
AMA Computer College
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