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Competitive AnalystJan 2010
o Proactively seek new information sources and create new information files to supplement existing information sources and databases; o Identify market trends and movements that may have a long-term effect to the business; o Provide recommendations based on data, analysis and marketplace intuition.
Budget SupervisorJun 2007 - Nov 2009 (2 years)
Perform monthly financial reviews with the General Manager and Senior Managers, and recommends applicable account cost-saving and revenue-generating measures, ensuring that account metrics such as Service Level, Client and Customer Satisfaction, and Utilization, among others are strictly considered.
Executive Assistant to the GM and Call Center DirectorMay 2006 - Jun 2007 (1 year)
Provide support to the General Manager and Call Center Director through: o Monitor account management and operational processes through spot process audit; o Ensure compliance on SYKES Standard of Excellence (SSE) in coordination with the Site Quality Assurance team; o Deploy cost-reduction programs; o On-time reports submission which include but not limited to the weekly operations and revenue report, analysis on financial data trends among others; o Communicate specific GM requirements to the Manage
Quality Assurance Assistant (Lead)Mar 2004 - Jan 2005 (10 months)
Handle two teams consist of a total 30 Technical Support Engineers, and perform various key Quality activities such as: o Transaction monitoring ? Conduct Root-Cause Analysis (RCA's); implement action plans to address quality concerns; ? Provide immediate feedback to Management on agent's quality performance and phone handling skills. o Team Calibration on processes and policies ? Discuss quality issues with the Management team; ? Identify and document key problem areas. o Customer and
Technical Support EngineerDec 2003 - Feb 2004 (2 months)
? Provide Technical Support through voice (phone). ? Perform troubleshooting for North American customers of a PDA company.
Bachelor of Science in Information Technology1998 - 2002 (4 years)
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