Jerica Angelo

Delivered real-time monitoring, schedule adherence, queue management, and performance reporting for customer service and sales operations, improving SLA compliance and on-time reporting. Administered Five9 (users, skills, campaigns) and supported lead scrubbing and agent coaching.

Produced workforce and operational reports, performed real-time monitoring of remote VAs to ensure schedule adherence, and handled Five9 administration and lead generation support. Ensured accurate, on-time reporting for clients.

Monitored queues and agent states in real time to support SLA/service level performance, delivered daily operational reports, and coordinated real-time actions to stabilize performance during peak intervals.

Processed schedule and adherence requests, plotted offline improvement activities, and served as point of contact for schedule exceptions, ensuring correct approvals and tracking. Maintained attendance and schedule change logs per operational controls.

Provided technical troubleshooting for Xerox hardware and Univerge Blue software, guided customers through step-by-step resolutions, and coordinated technician dispatches for onsite repairs to ensure timely issue resolution.

Supported end-to-end credit card servicing including activation, billing inquiries, and statement requests while ensuring account security and efficient resolution of customer concerns.

Assisted customers with reservation inquiries, complaints, and booking modifications while maintaining accurate documentation and providing clear updates to customers.

Undergraduate coursework toward a Bachelor of Computer Science at AMA Computer University from 2005 to 2009.