VA, WFM, Data-Analyst, Customer Support

Commencing my journey at Choxi.com Inc. in May 2013, I honed my skills in Email & Chat Customer Support during the 1 year and 10 months of my tenure, working in a home-based setting. From there, I continued to expand my expertise, transitioning to The Beyond Limits Corporation and REST Sleep Tech LLC in February 2015, where I provided Email & Chat Customer Support for 2 years and 1 month, embracing a remote setup through Upwork. During this time, I showcased proficiency in Google Sheets, Customer Service, Microsoft Excel, and Management. Subsequently, I brought my accumulated knowledge to RetailYouUP, serving as a Virtual Assistant from November 2017 to November 2018. In this role, I excelled in various tasks, including inventory management, pricing updates, customer service, and order processing, ensuring customer satisfaction on platforms like Amazon. Finally, my journey led me to HelpFlow, where, from September 2018 to September 2021, I served as a Chat Customer Service Representative, utilizing mylivechat platform and proprietary APIs to handle customer inquiries, manage interactions through CRM systems, and maintain professionalism for over 100 clients. With a comprehensive skill set in live chat interactions, virtual assistance, database management, and order fulfillment, I consistently prioritize a customer-centric approach, ensuring positive outcomes for both clients and end-users.

In my role as a Workforce Management Specialist at HelpFlow, I actively sought opportunities to enhance my skill set by enrolling as a Data Associate with SPARTA (Smarter Philippines through Data Analytics, R&D, Training, and Adoption). SPARTA, dedicated to fostering Data Science and Analytics, became a pivotal stepping stone in my professional development. I successfully completed the Data Associate Pathway, earning a certificate that attests to my proficiency in data analytics. Building upon this foundation, I pursued further education through the Google Data Analytics program on Coursera, achieving successful completion. Presently, I apply these acquired data analytics skills in my daily responsibilities, where I create and manage dashboards, derive insights from chat volume data, and oversee employee headcount per cluster for our clients. This integration of data analytics expertise enhances the precision and effectiveness of workforce management, contributing significantly to the overall success of our operations.

As a Workforce Management (WFM) Specialist at HelpFlow, I handle both real-time analysis and data analytics to optimize workforce efficiency. My role involves queue management in customer service, collaborating with team leaders and operations managers, and providing performance feedback to agents. Additionally, I develop and maintain dashboards using Google Spreadsheets, integrating importrange, BigQuery datasets, and data connectors for advanced visualization. These dashboards support data-driven decision-making by tracking key performance indicators (KPIs) and ensuring optimal headcount scheduling. I also have experience as a Recruitment Specialist Apprentice, reviewing applications and assessing potential hires based on company needs.

In the realm of "Office and Administration » Microsoft Excel," my proficiency has evolved significantly through diverse professional experiences and dedicated online training. As a Data Entry Specialist at Secure W2 during my college years, I laid the foundation for Excel proficiency while systematically organizing IT department contact information. This skillset was further honed during my tenure as a Virtual Assistant and Database Manager at RetailYouUP from November 2017 to November 2018, where I adeptly managed inventory sheets, executed pricing updates, and handled various administrative tasks using Microsoft Excel. Additionally, my training as a Data Associate with SPARTA included comprehensive use of Excel for data analytics, enriching my expertise in the application of formulas, functions, and data manipulation. Currently serving as a Workforce Management Specialist at HelpFlow, I continue to leverage Microsoft Excel to create detailed dashboards, analyze chat volume data, and optimize employee headcount per cluster for our clients. This cumulative experience underscores my proficiency in Microsoft Excel within the context of office and administration.

Commencing my professional journey as a college student with no prior experience, I honed my data management skills through Google Sheets during my initial role as a Data Entry Specialist at Secure W2 from February 2013 to August 2013. In this foundational position, I systematically compiled and organized IT department contact information, utilizing Google Spreadsheets to enhance efficiency in targeted cold calling outreach. This experience served as a springboard for subsequent roles, including my tenure as a Virtual Assistant and Database Manager at RetailYouUP from November 2017 to November 2018. Here, I adeptly utilized Google Sheets to manage inventory, execute pricing and revenue updates, and handle various administrative responsibilities with precision. Currently, as a full-time Workforce Management Specialist at HelpFlow since March 2021, I continue to rely on Google Sheets to facilitate seamless scheduling, generate insightful reports, and conduct data analysis, contributing to operational excellence within workforce management.