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@dmalvarez
Flag of Philippines Taguig City, Philippines
Member since June 16, 2013
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dmalvarez

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Experienced Contact Centre Specialist, Senior Analyst with years of experience in the BPO and Customer Experience Centered Industry. Skills include Team and Operations Management, Variation Management, Strong Analytical Skills and Strategic Planning. Recently finished a 9-month contract as an Adsum Consultant / Senior Analyst for one of the projects of Australia's largest Telco, focusing mainly on process improvements, implementation and excellence; FCR and NPS; Digital Sales in a live chat environment; Back of House Operations monitoring, including Order Processing, Faults management, General Email and Social Media Cases monitoring. Experiences in a BPO setting doing email, chats, inbound and outbound support for an Australian loan company and as a payroll analyst with ADP serves also as my foundation in providing total customer experience. I always welcome new learning to enhance the skills that I've got and to better provide a higher standard of service to prospective clients.
$9 USD/hr
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Experience

Contact Centre Specialist / Senior Analyst

Apr 2017 - Dec 2017 (8 months)

* Observe – Recommend – Process Implementation – Improvement and Excellence. * Responsible for overseeing day to day operations for Social Media, Live Chat, Faults Management, General Email, and Order Processing Teams. * Strategize with Team Leaders to make sure that teams hit their SLAs, NPS, Sales Conversion and Quality Targets, month by month. * Work with teams to make sure that agents are able to achieve a passing score cards month by month.

Payroll Analyst

Dec 2016 - Mar 2017 (3 months)

* Process payrolls for small and Medium sized businesses based in the USA.

Customer Service Representative

Aug 2015 - Oct 2016 (1 year)

Responsible for processing loans and doing end-to-end customer experience through various channels: * Timely response to emails and SMS * Assist Members through Live Chat * Inbound and Outbound calls to service Members’ needs * Financial Underwriter

Licensed Financial Adviser

Dec 2013 - Jul 2016 (2 years)

Financial literacy advocate, organize and conducts Financial Wellness activities and seminars to individuals, groups and companies.

Team Leader - Rizal Delivery Operations

Feb 2002 - Feb 2014 (12 years)

* 12 years experience in making sure that the team provides Total Customer Experience by ensuring on-time deliveries of cargoes and parcels and complaint handling within SLA. * Held the position as Manager for Delivery Operations with LBC Mabuhay USA Corp. and Team Leader with LBC Express Inc. * Responsible for making sure that Delivery Associates meet their KPIs by exercising Strong Leadership Qualities, Good Communication Skills, Team Player Attitude and recognizing individual's ability.

Education

Civil Engineering - Undergraduate

1996 - 1999 (3 years)

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