Profile Title
Customer service representative | Real-time Analyst
In Benguet, PhilippinesAbout Me
Experienced Real Time Analyst with a proven track record of optimizing workforce efficiency and performance in fast-paced environments. Proficient in utilizing advanced analytics and real-time monitoring tools to make datadriven decisions and improve operational outcomes. Skilled in implementing strategies to enhance productivity, minimize downtime, and ensure seamless workflow execution.
WORK EXPERIENCE
Sitel Philippines, Baguio 2 – Groupon Customer Service Representative September 2016 – April 2020
I excel in promptly and courteously resolving customer inquiries and technical issues across multiple channels. I document interactions accurately, identify trends, and collaborate with teams to enhance service delivery and customer satisfaction.
Sitel Philippines, Baguio 4 - AT&T ACE/ISM Customer Service Representative
April 2020 – February 2021
I excel in providing exceptional support while identifying and capitalizing on opportunities to upsell or cross-sell products and services. My responsibilities include addressing inquiries, resolving issues, and driving revenue growth through proactive sales techniques.
Sitel Philippines, Baguio 4 - AT&T ACE/ISM Real-time Analyst February 2021 - November 2021
I monitor and adjust operations in real-time to meet performance targets and provide timely insights for process optimization.
Sitel Philippines, Baguio 2 – OVO Real-time Analyst November 2021 – June 2024
Same as above*
AWARDS
- Sitel’s Top RTA (Cluster) 2024 (January - February)
- Sitel’s Passion Awardee-2017 (Q1 and Q2)
- Hall of Fame - Best in Quality 2016
- Top Performer Rank 1 2017
SKILLS
- Ability to work under pressure
- Attention to detail
- Communication skills
- Customer support (Call, Email, Chat)
- Data Analysis
- Data Entry
- Email Management
- Flexibility / Adaptability
- Google Workspace Utilization
- Microsoft Office tools utilization
- Monitoring
- Problem Solving
- Proficient in both collaborative and independent work
- Resolution team engagement
- Time Management & Organization
- Upsell Products & Services
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Resume Resume Abat, Aldrin Jake D. Updated.pdf
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