Aaron Asne
@aaronasne
Results-driven Operations & Reporting Virtual Assistant with 3+ years of BPO KPI and SLA reporting.
PhilippinesWhat I'm looking for
I’m an Operations & Reporting Virtual Assistant with 3+ years of progressive BPO experience at Alorica, delivering customer service, real-time operations support, and executive-ready data reporting. I’m known for proactive communication, meticulous attention to detail, and staying reliable in fast-paced, deadline-driven environments.
In my Reporting Associate role, I maintained a 98.92% delivery rate and 99.01% adherence to deadlines across multiple reporting deliverables. I improved report accuracy by implementing structured data validation processes and integrating new reporting tools to reduce manual errors, while supporting operational efficiency through analysis of campaign performance metrics.
As a Real-Time Associate (RTA), I monitored real-time queues and KPIs across 5+ concurrent campaigns, maintained a 98%+ SLA rate, and managed agent adherence in real time using WFM tools. I also handled high-volume customer service and escalation support as a Customer Service Representative, logging all interactions in CRM tools with strong compliance to data privacy policies.
Experience
Work history, roles, and key accomplishments
Maintained a 98.92% delivery rate and 99.01% deadline adherence across multiple high-volume reporting deliverables. Improved report accuracy with structured data validation and reporting tool updates, reducing manual errors and increasing turnaround time.
Monitored real-time queues and KPIs across 5+ concurrent campaigns to sustain 98%+ SLA performance. Managed agent adherence in real time, alerted operations to call spikes/system issues, and supported staffing decisions using WFM dashboards and daily summaries.
Handled high-volume inbound calls for orders, inquiries, billing, and returns while meeting AHT, QA, and adherence targets. Resolved escalations, processed refunds, logged interactions in CRM tools, and supported 90%+ first-call resolution with compliant, customer-focused service.
Education
Degrees, certifications, and relevant coursework
Dr. Emilio B. Espinosa Sr. Memorial State College of Agriculture and Technology
Bachelor of Secondary Education, General Science
Earned a Bachelor of Secondary Education with a major in General Science.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Portfolio
bit.ly/4dDYxKPJob categories
Skills
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