Annabelle Duran

Aegis PeopleSupport

I worked at the BPO Industry where i discovered so much of my abilities and learned extensive skills for every department I was deployed. As a Realtime Analyst, I performed tasks such as:

• Real-time monitoring, schedule adherence tracking and reporting on agents' schedule adherence and employee occurrences

• Verification of all information relevant to staffing

• Updated employee and team data maintained in the workforce management software

• Assisted Operations Management with any schedule or staffing information requirements

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As a Call-in POC on the same department, I:

• Received and tracked call ins made by agents and those that are reported by Supervisors and Managers from global accounts

• Coordinated with the Real-Time Analysts and Operations Management for tracking shrinkage affecting the performance of teams from different accounts

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Before transitioning to Workforce Management, I was assigned for a month to the Human Resource department

• Updated employees’ information through company’s provided information system (HRIS)

• Performed administrative tasks concerning documents for background checking on prospective employees

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I got hired in the company as a Financial Services Associate, which is a non-voice BPO account. My main role was to do an online skip tracing job a total of 100 debtors a day from the United States by using debtors information and pulling them up from paid applications, websites and US government owned database After thorough skip tracing,data gathered are then saved into client-licensed software and transmitted to the client.