Doris Marie Aquines

Doris Marie Aquines

Coordinator Intraday


As a Coordinator Intraday , I am  responsible for controlling one or more clients programs; or lines of business at a Contact Center. This includes monitoring intraday operational performance of one or more programs and/or lines of business; noting and identifying exceptions to performance; and executing established exception procedures including agent actions; system updates; and support group notifications including RPM; Quality and HR. 

Work experience

Work experience
May 2014 - Present

Coordinator Intraday

  • Ensure, in collaboration with Floor Leaders and RPM/Schedulers, accurate and timely agent schedules.
  • Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center.
  • Execute system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc.
  • Coordinate trouble tickets and escalate issues as required.
  • Work with the Floor Leader to ensure accurate and timely schedules are available to the agents
  • Effectively use technology, tools, and other floor management resources to optimize client service levels and program economic performance.
  • Manage intraday client, program, or line of business performance to meet or exceed contractual requirements.
  • Be sensitive to agent's requests while balancing operational performance, contractual requirements and the needs of the business.
  • Initiate and execute plans for unusual volume or agent availability situations including the movement of agents in CMS (queue/line management).
  • Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, VGH, overtime, IGH, etc.), through either Digital Solutions (payroll impacting) or IEX.
  • Point of contact for system administration for the agents and for opening/following up on trouble tickets to ensure all tickets are resolved.
  • Provide floor management direction through face-to-face communications, phone, and messaging applications e.g.,
  • QuickConnect with agents and the command center.
  •  Track, update as needed, and report operational results e.g., schedule variance, timekeeping (TKS)/phone (CMS) variance (Harmony), overtime, occupancy, agent productivity, etc.
Nov 2011 - May 2014

Floor Coordinator Assistant


- I provided floor management. Provide accurate trending reports, detailed documentation of Center’s performance (AHT, Service Level, Adherence, Staffing, Overtime, Attendance/Absenteeism, Availability, Occupancy, Accessibility, PCS surveys, Phone Time Variance & Commitment Time Staff & Variance) and feedback of what’s happening in the Center as a whole. - Works hand-in-hand with Operations to achieve Center goals and maintain its good standing/performance and staffing. - Provide day-to-day solution for occurring issues in the production floor - Ensure that the client goals are met at the end of the day.

Aug 2007 - Nov 2011

Customer Service Representative


Handled calls for customer concerns and provided assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product related to the account.


Jun 2000 - Mar 2004

Bachelor of Science in Nursing

saint anthony of college roxas city

Nursing is a profession within the health care sector focused on the care of individuals, families, and communities so they may attain, maintain, or recover optimal health and quality of life.


Jun 2004 - Present

registered nurse

professional regulation commision

A registered nurse (RN) is a nurse who has graduated from a nursing program and has passed a national licensing exam to obtain a nursing license.An RN's scope of practice is determined by local legislation governing nurses, and usually regulated by a professional body or council.

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Skills and Qualification

  • ability to lead people to achieve team effectiveness
  • possess excellent communication skills
  • highly motivated
  • can work well under pressure
  • flexible and exhibits interpersonal relations
  • dedicated and responsible to get the task at hand done
  • ability to multi task under pressure
  • skillful in microsoft office applications 
  • profecient in using applications related to schedule management such as CRDB,CMS,IEX and other reporting tools and applications
  • ability to do intraday management and surpass critical situations
  • able to create data analysis and forecast events as needed
  • ability to drive performance 
  • goal driven and oriented



Ma. Alicia Diangkinay / Team Leader

my mentor during my customer service representative days

contact # 0998 9982601

Juan Paolo Solis / WFM Manager

my mentor and previous supervisor

contact # 0917 5728726