Bullet Buentipo

Monitored call volume demand in real time and flexed workforce accordingly to ensure optimal call center service levels and maximize utilization. Managed and adjusted call routing for unusual call patterns and updated schedules to reflect current staffing availability, breaks, and paid time off.

Acted as the primary escalation point for Intraday Analysts regarding Service Level misses and operational challenges, providing troubleshooting and reporting inquiries. Developed and conducted knowledge transfer sessions for new WFM members, serving as a go-to resource for inquiries from RTAs and Operations.

Adopted and communicated global scheduling guidelines, creating and optimizing schedule shells based on interval-level staffing needs and regional labor laws. Developed and maintained a scheduling matrix for each site, ensuring accurate projections and addressing challenges to meet staffing expectations.

Ensured passing service levels by engaging in real-time queue management and acting as the central communication point for events impacting account performance. Processed data for real-time analysis, obtaining quantifiable performance figures to make critical recommendations and address account performance issues.

Provided first call resolution by diagnosing and resolving technical hardware issues, gathering customer information, and analyzing symptoms. Followed standard processes and procedures, staying current with system information and updates to offer alternative solutions and maintain customer satisfaction.

Studied nursing at the tertiary level, gaining foundational knowledge and skills in healthcare. Developed strong communication and teamwork abilities, along with multitasking capabilities.

Completed secondary education, building a strong academic foundation. Engaged in various activities that fostered discipline and early learning skills.