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Share
Michael Hector Banawa
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Degrees
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Business Management
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My Expert Service
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I am working in a global BPO company that caters to big companies abroad like Microsoft, AT&T, Pay Pal and More. My job is to analyze Real-Time and Historical Stats, determine the Highlights or Lowlights and provide feedback on what should have been done and what should be done in the future. These are mostly numbers with thresholds or targets. I will break any metric down to its constituent parts and analyze everything to pinpoint what are the causes and effects. I also manage data for appraisal and weekly coaching of associates. I provide data to any task requested by bosses. I also handle schedule adherence and associate adherence.
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Experience & Qualifications
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02/2009 - Present
Sutherland Global Services
Reports Analyst
-Create, republish, and schedule new reports. Implement reporting changes within the scope of assigned responsibilities for both internal and external clients.
-Consult with functional area managers/Operations Managers/Service Delivery Managers, Training Dept, IT and Clients to define reporting requirements and specifications to meet their business needs.
Take ownership of delivering on all reporting requirements for multiple sites and/or clients.
-Work with the Senior Reporting Analyst to determine ACD/Switch Reports reporting systems requirements for one or many business initiatives along with other operational data systems.
-Respond to and complete Requests/Tickets in a timely manner.
-Regularly assess existing reports and determine content improvements, query optimization and current usage and applicability.
-Participate in developing project plans, cost benefit analyses and business rationale for reporting development projects.
-Monitor project progress and report project status to reporting and implementation management.
-Coordinate internal business resources as necessary to complete a project.
Provide training to end users on basic and intermediate functionality and drive user adoption and self service.
Attend training courses and seminars to develop technical, analytical and business skills.
10/2008 - 02/2009
Sutherland Global Services
Real Time Management Team
The Call Center Operations Desk/Real Time Analyst is responsible for helping Officers of PROGRAM in meeting the Service Levels and Schedule adherence. The role in meeting Service Level involves monitoring and analyzing real-time and historical data to meet Service Level. The role in improving schedule adherence includes monitoring violations of attendance, schedule adherence and Aux-usage of Associates.
02/2008 - 10/2008
Sutherland Gloabal Services Customer Service Representative
Under the direction of the Team Managers, the primary objective of the position is to provide world-class service to our customers in an accurate, efficient and courteous manner on every call as measured by Customer Satisfaction, Employee Satisfaction and Long-term Investor Value
- Respond to incoming customer billing inquiries by following techniques provided and approved by training.
- Effectively handle incoming customer call/e-mail/chat inquiries within established periods.
- Track and report processes aimed at identifying specific service issues
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Available Modes Of Communication
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email/chat
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Contact
Michael Hector Banawa
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