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Chianne B. — Mid-Level Realtime Analyst from Philippines

Chianne B.

Mid-Level Realtime Analyst

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Chianne B. is a seasoned Realtime Analyst at Foundever Mabolo in Cebu City, where she expertly monitors operational activities, ensuring agents adhere to schedules and maximize efficiency. Her role involves close collaboration with senior management to align staffing with target metrics. With robust skills in PowerBI, CMS Avaya Supervisor, and IEX, she generates critical reports that aid in forecasting and trend analysis. Her previous experience includes providing comprehensive chat and phone support at companies like Conduent Cebu Business Park and Teletech IT Park, where she handled accounts related to telecom and internet services. Chianne has also excelled as a Product Trainer and Technical Support Representative, demonstrating adept knowledge in software tools and customer interaction. Her background in tech support at Link2Support included guiding customers on networking setups and conducting training enhancements. Chianne's educational pursuits in architecture at Mindanao Polytechnic State College complement her extensive technical and communications skill set.

Experience

  • Realtime Analyst

    Foundever · 2017 — Present
    Monitors operation activities in real-time, such as agents' phone status, schedule adherence, and offline activities. Engages with senior management, including forecasters and schedulers, regarding staffing and headcount to meet target metrics. Offers recommendations to team leaders and the operations manager to ensure required Service Level, Abandon rate, Occupancy, and Handling time. Employs PowerBI, CMS Avaya Supervisor, and IEX to generate hourly reports submitted to higher operations and schedulers for forecasting and trend analysis.

  • Chat Support

    Conduent · 2017 — 2017
    Handles customer inquiries via chat, addressing questions about telco account status, billing, and other issues. Works alongside team leaders and operation managers for escalations and urgent inquiries needing management approval. Participates in training sessions and town hall meetings to stay updated on new processes and changes.

  • Customer Service Representative

    Teletech · 2016 — 2017
    Responds to customer calls regarding internet services, billing inquiries, updates, and promotional offers. Coordinates with team leaders and operation managers for escalations and seeks management approval when necessary. Strives to meet essential metrics, including Customer Satisfaction, AHT, and QA.

  • Technical Support Representative

    Convergys Phils. Inc · 2013 — 2016
    Addresses customer concerns through incoming calls related to computer and laptop issues. Guides customers through troubleshooting processes to identify and resolve system problems. Collaborates with subject matter experts, team leaders, and operation managers for necessary escalations and approvals to ensure compliance with metrics like Customer Satisfaction, AHT, and QA.

  • Customer/Marketing Service Representative

    Xlibris Phils. · 2012 — 2012
    Utilizes spreadsheets containing customer information for digital/ebook publishing packages, ensuring timely completion of included marketing services such as flyers and ads. Communicates with authors to provide updates and manage any changes to their publishing services. Collaborates with team leaders and operation managers for escalations and needed approvals to maintain Customer Satisfaction and QA.

  • Product Trainer

    Aegis PeopleSupport · 2008 — 2011
    Facilitates training sessions for new hires, spanning from classroom instruction to the nesting period. Leverages client and program-provided materials to prepare trainees with the necessary knowledge required for their roles. Utilizes MS Office tools during presentations and employs CMS Avaya Supervisor and GDS to monitor agent performance throughout their training.

  • Product Support Specialist/ Peer Trainer

    Link2Support Inc. (now Concentrix) · 2005 — 2008
    Responds to customer inquiries related to Small Office-Home Office networking setups through incoming calls. Instructs customers on setting up various networking devices, including modems and routers. Coordinates with subject matter experts and team leaders for process updates and provides training in the absence of available trainers.

Skills & Expertise

Training and EducationCustomer ServiceChat SupportTechnical Support SpecialistQuality Assurance

Education

  • BS in Architecture Undergraduate
    Mindanao Polytechnic State College