Rose Anne Dela Peña
Real-Time Analyst
Taguig City
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Work History
Real-Time Analyst
Evoke/WilliamHill
TAGUIG CITY
03.2024 - 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.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- 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.
Customer Service Representative/Verification Analyst
Evoke/Williamhill
Paranaque City
04.2022 - 03.2024
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer compliance
- Verifying customer documents
- Responded to customer requests for products, and services
- Responded proactively and positively to rapid change.
- Answered constant flow of customer chats/ email with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Accounting Clerk
Elpan 8 Consulting Services Corp.
Taguig City
09.2018 - 01.2021
- Reviewed financial statements and supporting documentation.
- Generate working trial balance
- Conducted tax reviews and compilations to identify potential exposure areas
- BIR filing and segregating of accounts
Customer Service Representative
Alorica
Quezon City
02.2021 - 06.2021
- Answered customer chat promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
BS in Industrial Engineering
08.2019 - 06.2021
Acceleration From Senior Highschool -
08.2016 - 11.2018
Elementary -
06.1999 - 03.2005
Highschool -
06.2005 - 10.2008
Skills
Customer service
Accomplishments
- High performing advisor - Professionally maintaining KPI's and consistently go above and beyond to ensure customer satisfaction.
Certification
High Performing Advisor, Evoke/William Hill Group September, 2023
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