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Joel Mirafuentes

@joelmirafuentes

Message

Detail-oriented analyst with expertise in call center operations.

Philippines

Message

What I'm looking for

I seek a role that values communication and offers growth opportunities.

I am a dedicated Dialer Administrator and Analyst with extensive experience in optimizing call center operations and enhancing customer service delivery. My career spans various roles, including Dialer Manager and Virtual Assistant, where I have successfully collaborated with business units to design efficient calling campaigns that meet or exceed defined KPIs. My analytical skills enable me to monitor and adjust dialer performance, ensuring maximum productivity and compliance.

Throughout my career, I have demonstrated a strong ability to analyze calling campaign results and make data-driven recommendations for improvements. My background in customer service, combined with my real-time management expertise, allows me to effectively forecast call patterns and allocate resources to meet business needs. I am committed to maintaining high standards of communication and collaboration across teams, ensuring that all initiatives are executed smoothly and efficiently.

Experience

Work history, roles, and key accomplishments

Dialer Manager

Legacy Troops

Feb 2022 - Mar 2023 (1 year 1 month)

Oversaw dialer operations, optimizing resource utilization and ensuring compliance with call flow designs. Engaged with vendors for troubleshooting and managed real-time monitoring of campaigns to enhance performance and efficiency.

Dialer Management Resource Management Vendor Management Call Flow Design Monitoring Performance Analysis Communication Skills Problem Solving Team Collaboration Project Management

Dialer Administrator / Analyst

Legacy Rebuild Properties

Jun 2021 - Feb 2022 (8 months)

Collaborated with business units to design efficient calling campaigns, maximizing production within the dialer platform. Analyzed results and made recommendations for changes to achieve KPIs. Managed project initiatives from planning to completion, ensuring effective communication and monitoring.

Dialer Management Campaign Analysis Project Management KPIs Communication Skills Data Analysis Monitoring Problem Solving Forecasting Team Collaboration

Virtual Assistant/Operations Assistant

Blue Arrow Capital

Sep 2019 - Jul 2020 (10 months)

Conducted cold calling for prospective homeowners, collated property information, and scheduled follow-up calls for the acquisition team. Engaged in deal analysis and promoted services through social media.

Cold Calling Scheduling Social Media Marketing Communication Skills Data Entry Customer Service Time Management Marketing

Real Time Analyst

Stellar Philippines Inc.

Feb 2015 - Sep 2017 (2 years 7 months)

Managed call center traffic in real-time, ensuring compliance with service level agreements. Analyzed call patterns and staff productivity to assist in staffing decisions and maintain operational efficiency.

Real time Analysis Data Analysis Communication Skills Problem Solving Reporting Time Management Customer Service Forecasting

Flight Reservations Specialist

JETSTAR AIRWAYS

Sep 2014 - Feb 2015 (5 months)

Handled inbound and outbound calls, assisting customers with travel plans and resolving issues related to bookings. Provided information on airline regulations and upsold additional services.

Customer Service Communication Skills Data Entry Upselling Flight Booking Time Management Team Collaboration

Customer Service Representative

MEDCO APAC Customer Services Inc.

Aug 2011 - Jan 2012 (5 months)

Managed customer orders, resolved conflicts, and provided product recommendations. Ensured customer satisfaction through effective communication and problem-solving.

Order Management Conflict Resolution Customer Service Communication Skills Data Entry Problem Solving Product Knowledge Time Management Team Collaboration

Customer Service Representative

H&R BLOCK

Nov 2010 - Mar 2011 (4 months)

Assisted clients with inquiries regarding tax returns, ensuring satisfaction through effective communication and problem resolution. Documented client interactions accurately.

Customer Service Communication Skills Data Entry Time Management Team Collaboration