Hi, I’m
Ruby Ann Bonifacio
Goa, Camarines Sur
Summary
Dynamic leader and strategic analyst with a proven track record at Genpact and SPI CRM Inc., enhancing workforce efficiency and customer satisfaction. Excelled in workforce management and leadership, achieving significant improvements in scheduling optimization and team productivity. Skilled in fostering professional relationships and driving business growth through data-driven decision-making and effective team collaboration.
Overview
15
years of professional experience
Work History
Genpact
Workforce Real Time Analyst
06.2021 - 12.2024
Job overview
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Managed real-time inbound call traffic across multiple contact center locations.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Optimized schedules, forecasts and other tools to present to management.
- Managed overtime, shift swaps, breaks and PTO requests.
Genpact
Process Associate ( Collection Agent)
10.2018 - 05.2021
Job overview
- Identified and resolved process issues to drive optimal workflow and business growth.
- Developed strong working relationships with cross-functional teams for seamless collaboration on projects.
- Assisted in the development of training materials for new hires, improving onboarding experience and knowledge retention.
- Supported management in analyzing process performance data, identifying areas for improvement.
- Reconciled debtor accounts regularly by verifying payments made against outstanding balances as well as resolving discrepancies when necessary.
- Developed positive rapport with clients through professionalism and empathy, fostering long-term relationships and preventing potential legal disputes.
- Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
- Worked in call center environment handling manual and automatically dialed outbound calls.
SPI CRM Inc
Team Leader
06.2013 - 10.2018
Job overview
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
SPI CRM Inc.
Customer Service Representavie
01.2010 - 06.2013
Job overview
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
Education
Computer Communication Development Institute, Goa, Camarines Sur
Bachelor Of Science In Computer Science from Computer Science
03.2004
Skills
- Scheduling optimization
- Forecasting accuracy
- Workforce management
- Service level agreements
- Data collection & research
- Business reporting
- Teamwork
- Leadership skills
- Multitasking
Timeline
Workforce Real Time Analyst
Genpact
06.2021 - 12.2024
Process Associate ( Collection Agent)
Genpact
10.2018 - 05.2021
Team Leader
SPI CRM Inc
06.2013 - 10.2018
Customer Service Representavie
SPI CRM Inc.
01.2010 - 06.2013
Computer Communication Development Institute
Bachelor Of Science In Computer Science from Computer Science
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