Jan Wilther Tan
About
Detail
Senior Workforce Management Analyst / Customer Support Supervisor
Philippines
Contact Jan regarding:
work
Full-time jobs
Starting at
USD12/hour
Résumé
Jobs
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SENIOR WORKFORCE MANAGEMENT ANALYSTKMC Solutions IncJun 2021 - Mar 2025 (3 years 10 months)As a Senior Workforce Management Analyst, I developed and implemented onboarding and orientation programs for new employees, ensuring a smooth transition into the organization. I set and adjusted schedules to maintain optimal coverage and service levels, while efficiently managing time-off requests and shift swaps to uphold a fair and balanced schedule for all employees involved. Additionally, I created automated workflows for the WFM team task ticketing, which streamlined operations and improved efficiency. My role also involved creating and delivering HR training sessions to staff, managers, and executives, contributing to a well-informed workforce. I successfully reduced overtime costs by 10% through accurate forecasting and shift optimi- CUSTOMER SERVICE REPRESENTATIVE SUPERVISORKMC Solutions IncMar 2019 - Jun 2021 (2 years 4 months)Created knowledge base for common queries and solutions. Trained and mentored new representatives, fostering a culture of excellence and continuous improvement. Monitored performance metrics to identify areas of improvement and implement necessary changes. Improved team response time by 25% through optimized chat routing and scheduling. Conducted regular coaching sessions that raised QA scores by 15%.
- CUSTOMER SERVICE REPRESENTATIVE CHAT/EMAILKMC Solutions IncDec 2018 - Mar 2019 (4 months)As a Customer Service Representative (Chat/Email), I maintained up-to-date knowledge of product and service changes, ensuring that customers received accurate and timely information. I effectively managed high-stress situations, demonstrating professionalism under pressure while resolving disputes or conflicts. My role involved resolving customer inquiries through effective communication and problem-solving techniques. Additionally, I engaged in data analysis by regularly reviewing customer interaction trends, categorizing issues, and reporting recurring concerns. This analytical approach not only improved service processes and product quality but also enhanced my ability to interpret data, identify patterns, and make data-driven recommenda
Education
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- BSIDEARISTJan 2006 - Jan 2010 (4 years 1 month)
- THigh SchoolT.PAEZ INTEGRATED SCHOOLJan 1996 - Jan 2005 (9 years 1 month)