Pau Rolloque

I've supported workforce operations at Concentrix Philippines by monitoring real-time voice, chat, and email queues, protecting service levels, and identifying staffing gaps.

I analyze real-time and historical workforce data, track KPIs such as queue performance and agent productivity, and prepare daily and weekly reports that support operational decisions. I coordinate with operations and support teams on schedule exceptions, staffing concerns, and critical escalations.

At Ascension Business Solutions, I manage calendars, calls, appointments, email inquiries, recruitment coordination, CRM records, data validation, and operational documentation. I keep client, candidate, and administrative records accurate while handling multiple priorities.

Earlier, I provided customer service and technical support at Concentrix, resolving customer issues across multiple channels and documenting interactions accurately. I use Excel, Power BI, SQL, NICE IEX, Amazon Connect, and CRM systems to turn operational information into reliable support.