RAReg Aquino
@regaquino
Customer service and workforce management expert with technical support skills.
PhilippinesWhat I'm looking for
I am a dedicated professional with extensive experience in customer service and workforce management. My journey began with an internship at the Civil Registry in Las Piñas City Hall, where I honed my skills in record management and document verification. I later took on supervisory roles at the Philippine Statistics Authority, ensuring accuracy and efficiency during field operations.
Throughout my career, I have worked with leading companies such as TELUS International and ePerformax, where I managed inbound calls and provided exceptional support for telecommunications and financial customers. My commitment to quality service has earned me accolades, including being recognized as a Top Performer at MasterCard Voice and Sesame Care.
As a Workforce Management Analyst, I utilized data analysis to optimize staffing and improve service levels. I am now seeking to leverage my skills in a challenging role that allows me to contribute to team success while continuing to grow professionally.
Experience
Work history, roles, and key accomplishments
Business Analyst (Contract)
Collabera Digital
Aug 2023 - Nov 2023 (3 months)
Analyzed and interpreted data to develop business reports, identifying trends to improve key performance metrics.
Workforce Management Analyst
TELUS International
Jan 2022 - Jun 2023 (1 year 5 months)
Monitored agent adherence, call volumes, and service levels to ensure efficiency. Analyzed real-time data and provided actionable insights to maintain service level agreements.
Customer Service Representative II
TELUS International
Dec 2020 - Jan 2022 (1 year 1 month)
Handled inbound calls and emails for B2B financial customers, addressing inquiries and resolving issues while maintaining accurate customer records.
Customer Service Representative
ePerformax Global Communications
Sep 2017 - Sep 2017 (0 months)
Handled inbound calls for telecommunications customers, providing support for prepaid and postpaid service issues while maintaining accurate customer records.
Customer Service Representative
iQOR
Aug 2016 - Sep 2016 (1 month)
Managed inbound calls for telecommunications customers, addressing inquiries and concerns while maintaining accurate customer records and resolving service issues.
Team Supervisor
Philippine Statistics Authority
Aug 2015 - Sep 2015 (1 month)
Supervised enumerators during field operations, ensuring accuracy and efficiency. Reviewed and validated completed work assignments and conducted census activities.
Encoder
Civil Registry Las Piñas City Hall
Jun 2015 - Jul 2015 (1 month)
Encoded and managed records for civil documents including Certificates of Live Birth, Marriage, and Death. Verified civil documents for accuracy and compliance, assisting in the processing and issuance of these documents.
Education
Degrees, certifications, and relevant coursework
Dr. Filemon C. Aguilar Information Technology Training Institute
Information Technology
2014 - 2015
Completed training in Information Technology, focusing on essential technical skills and knowledge necessary for the field.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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