Lhea L. Herrera-Nieto
2524-B La Consolacion corner Orense Street,
Gudalupe Nuevo, Makati City 1212
[email protected]
+63.917.890.3999

Objective

To work in a highly interactive environment in a challenging position that provides maximum exposure to various opportunities toward professional and personal growth.

Experience

FIS Global Solutions Philippines
Pasong Tamo Ext, Makati City

Work Management Officer – Real-Time Analyst
June 2015 to Present
Responsible for optimization of the daily plotted schedules based on the staffing needs per intervals.
Ensures that agents have the correct skills to provide excellent service level.
Responsible to provide reports with correct data in a timely basis.

FIS Global Solutions Philippines
Pasong Tamo Ext, Makati City

Work Management Officer – Real-Time Analyst
June 2015 to Present
Responsible for optimization of the daily plotted schedules based on the staffing needs per intervals.
Ensures that agents have the correct skills to provide excellent service level.
Responsible to provide reports with correct data in a timely basis.

Harte-Hanks Philippines, Inc.
Bonifacio Global City, Taguig

Work Management Officer – Real-Time Analyst
December 2013 to June 2015
Continuously monitors Real Time Adherence (RTA) to identify queues, maintain service levels and Average Speed Answer (ASA), identify unproductive associates and manage areas with usual calling patterns.
Regulates real-time call volume in a multi-skill call center environment.
Tracks performance of call routing strategy and makes recommendations to improve service levels and efficiency.
Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity.
Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
Act as the central point of contact for all schedule exceptions and time off requests.
Uses workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing levels and to determine the most effective methods for staffing adjustments.
Responsible for updating and maintenance of agents’ skilling based on the accounts’ specifics
Creates and maintain workforce templates that will be used on information dissemination and other report.

Work Management Officer – Admin
December 2012 to December 2013
Maintains accurate workforce employee records and makes new-hire, termination and transfer records as needed.
Tracks participation and adherence of various domestic and international sites and programs.
Prepares Workforce schedules and other hourly reports on staffing.
Assure the timely dissemination of reports and information.
Act as the central point of contact for all attendance concern. Check Sick lines for absent, agents for global accounts in Manila, Austin, Texarkana and Kansas City – HH sites.

Compensation and Benefits Assistant
July 2012 to December 2012
Assists employees by answering their benefits inquiries, and resolves problems related to access to or payment of benefits.
Processes and reports employee enrollment forms, changes in information, and other requests with the proper Government agencies (SSS, PHIC, HDMF, BIR).
Processes loans, sickness and maternity benefits, reimbursements (SSS, PHIC, and HDMF).
Monitors documentation of benefits availed and granted and prepares reports accordingly.

Fundline Finance Corporation
Guadalupe, Makati City

Benefits Staff
April 2012 to June 2012
Processes PAG-IBIG (HDMF) transactions end-to-end, including submission and monitoring of loan applications, check releasing and distribution to employee, records and contributions consolidation, change of information and submission of payments to HDMF.
Processes PhilHealth (PHIC) transactions including filing and monitoring of PMRF updates, preparation of Hospitalization Claim Forms (CF1) and schedule of contributions.
Processes requests for, and releases Member’s Data Record (MDR) and PHIC ID once available.

EastWest Banking Corporation
Ayala Avenue, Makati City

Customer Service Representative – Consumer Loan and Credit Card Division
April 2010 to April 2012
Responds to customer concerns on phone and assists walk-in clients inquiring about Auto Loan.
Monitors and process requests of current clients regarding loan information, including computation of balances.
Process activation of newly acquired credit cards.
Assists current clients inquiring about their credit card information and balances.
Compute for balances and charges of the current client.
Prepares weekly and monthly reports on Auto Loan and Credit Card inquiries and resolutions.

Rhine Marketing Corporation
Guadalupe, Makati City

Recruitment Associate
April 2009 to October 2009
Sources candidates using online portals, referrals & job and school fairs.
Handles initial interviews for rank-and-file positions and coordinates with requesting Departments for further interviews.
Processes new employee pre-employment requirements.
Schedules New Hire Orientation for employees.
Files hiring documentation in employee 201 folders.
Prepares monthly recruitment updates and reports.

Educational Attainment

Bachelor of Science in Nursing
Philippine College of Health Sciences, Inc.
Recto, Manila
June 2005 to March 2009