Jon J.

Jon J. is a dedicated Real Time Analyst proficient in maintaining operational excellence within dynamic environments. Currently employed at Qualfon in Cebu, Philippines, Jon's expertise centers on real-time monitoring and staffing optimization, ensuring alignment with service delivery targets. His role involves close collaboration with team leads to effectively manage volume fluctuations and enhance agent adherence, bolstered by providing strategic feedback rooted in operational trend analysis. Having served as a Customer Service Representative with a strong focus on service level agreement (SLA) management, he successfully resolved numerous customer inquiries, consistently meeting satisfaction benchmarks. With a Bachelor of Science in Tourism Management and certified proficiency in computer systems servicing, Jon is well-equipped to tackle complex workforce challenges through his advanced knowledge in Microsoft Office applications.