Kervie T.
Mid-Level Workforce Management Analyst
Open to offersNew to PlatformAbout
Kervie C. is a seasoned Workforce Management Analyst and Customer Service Specialist based in Pagsabungan, Mandaue City, Philippines, with a solid 4.7 years of experience in administrative support, customer service, and data management. At Tech Mahindra, Kervie adeptly handled staffing operations, performed real-time adjustments, and monitored data for schedule compliance, leveraging strong Microsoft Excel skills for forecasting and performance dashboards. At Teleperformance, Kervie's expertise in generating reports on agent performance contributed significantly to the business group's success. His role in EXL Philippines involved processing insurance policy requests with precision, ensuring timely documentation, and managing sensitive data. As a Cold Caller for iAnswering.ai, he demonstrated a talent for lead generation and maintaining a high conversion rate. Kervie’s technical proficiency with Microsoft Office tools and CRMs underpins his ability to enhance operational efficiency.
Experience
Cold Caller (AI Smart Reception)
iAnswering.ai · 2025 — 2025Executed over 300 outbound cold calls daily to B2B prospects, promoting AI-driven smart reception solutions designed to optimize administrative workflows. Maintained a pipeline of SMB prospects, utilizing CRM software for tracking follow-ups and engagement history.Insurance Service Representative
EXL Philippines · 2024 — 2025Processed and verified insurance policy requests, changes, and inquiries while ensuring the accuracy of client records. Managed the timely documentation and processing of sensitive data.Support Ambassador – Resolutions 2
TDCX · 2024 — 2024Handled customer queries via phone and chat, focusing on prompt resolution. Assisted in the preparation of case notes and internal tracking reports, logging customer records using CRM systems.WFM Analyst – Business Group
Teleperformance · 2023 — 2024Generated daily and weekly reports assessing agent performance and schedule adherence. Conducted analysis on large data sets, presenting findings to management, and utilized Excel for forecasting and performance dashboards.WFM Analyst – Business Group
Tech Mahindra · 2021 — 2023Supported staffing operations by making real-time adjustments and monitoring data. Created and maintained spreadsheets to track schedule compliance and managed sensitive business metrics to ensure report accuracy.Associate Customer Support Representative
Tech Mahindra · 2020 — 2021Provided customer support through calls and emails, entering and maintaining accurate customer data in internal systems. Assisted with basic administrative tasks, including account updates and issue logging.
Skills & Expertise
Education
- Graduated Senior High School – ICT StrandIntellisense Institute of Technology · — — 2020