Doris Marie Aquines

  • BLK 5 LOT 14C DURIAN ST. DONA JOSEFA SUBDIVISION LAS PINAS CITY
Doris Marie Aquines

Coordinator Intraday

Summary

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 History

Work History
May 2014 - Present

Coordinator Intraday

Convergys
  • 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

convergys

- 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

convergys

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.

Education

Education
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.

Certifications

Certifications
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

References

References

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