Open to opportunities

Franky User

@frankyuser

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Dedicated professional with extensive experience in data analysis and customer support.

Philippines

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What I'm looking for

I am looking for a role that fosters growth, values teamwork, and allows me to utilize my analytical skills.

I am a dedicated and results-driven professional with extensive experience in consular services, real-time analysis, content moderation, data analysis, and customer support. My career has been marked by a proven ability to manage administrative tasks, optimize performance, and ensure compliance with regulatory requirements. I pride myself on providing exceptional customer service, generating insights, and maintaining accuracy in fast-paced environments.

In my most recent role as a Real-Time Analyst at VXI Global, I monitored and managed real-time call center performance to ensure adherence to service level agreements (SLAs). I provided data-driven insights and rapid action plans to operations teams, optimizing agent productivity and enhancing service delivery. My previous experiences, including roles as a Content Moderator and Consular and Administrative Assistant, have equipped me with a strong foundation in managing high-pressure situations while delivering quality results.

I am passionate about leveraging my skills in data analysis and customer support to contribute to a dynamic team. I am always eager to learn and grow, and I believe that my background in various roles has prepared me to tackle new challenges effectively.

Experience

Work history, roles, and key accomplishments

Real-Time Analyst

VXI Global

Nov 2022 - Nov 2023 (1 year)

Monitored and managed real-time call center performance to ensure adherence to service level agreements (SLAs). Provided data-driven insights and rapid action plans to operations teams, optimizing agent productivity and enhancing service delivery.

performance reporting Real time Monitoring SLA Management Data Analysis Workforce Management Performance Reporting

Content Moderator

Enshored Inc.

Feb 2021 - Feb 2022 (1 year)

Reviewed and moderated user-generated content to uphold platform standards and maintain a safe digital environment. Identified, flagged, and escalated inappropriate or harmful materials following company guidelines.

Content Moderation Policy Enforcement Digital Safety Workflow Optimization Quality Assurance

Consular Assistant

Manila Economic and Cultural Office

Jan 2018 - Jun 2020 (2 years 5 months)

Processed visa applications for Taiwanese nationals traveling to the Philippines, ensuring compliance with regulatory requirements. Assisted overseas Filipino workers (OFWs) with passport renewal applications, facilitating smooth and efficient processing.

Visa Processing Regulatory Compliance Passport Renewal Administrative Support Customer Service

Customer Support Representative

Convergys

May 2016 - Jun 2017 (1 year 1 month)

Assisted customers via chat platform with billing inquiries, technical support, and account-related concerns. Resolved issues efficiently while maintaining a high level of customer satisfaction and engagement.

Customer Support Chat Support Billing Inquiries Technical Support Customer Satisfaction

Data Analyst

Accenture

Jul 2014 - Apr 2016 (1 year 9 months)

Conducted detailed analysis of insurance claims to determine coverage eligibility for customers. Collaborated with team leads to maintain data accuracy and ensure timely processing of claims.

Data Analysis Insurance Claims Data Accuracy Process Improvement Trend Analysis

Education

Degrees, certifications, and relevant coursework

University of the East

Bachelor of Information Technology, Information Technology

Studied information technology at the University of the East from 2006 to 2014. Gained foundational knowledge and skills in various aspects of IT.

Northern Rizal Yorklin School

Secondary School Diploma, General Studies

Completed secondary education at Northern Rizal Yorklin School from 2001 to 2006. Developed foundational academic skills and prepared for higher education.