Lest R. - "High-Caliber Admin, Data Entry Professional, Poster/Banner Designer - Crayons Administrative So... Data Entry Professional, Philippines"

As an analyst with background in Statistics, I was tasked to maintain the MIS reports for all the accounts of HTMT Philippines.  I used macro programming in MS Excel to generate and keep reports.  Basically, I had to consolidate all the reports (Call Summary, Agent Productivity, Attrition, QA, etc.) using the Avaya CMS Supervisor application plus some excel based templates that we developed (our team).  Upon consolidation, reports were organized and summarized into one excel-based template.  This reports are used by account meetings weekly to monitor performance of every accounts.  Of course, there is a challenge to be very accurate with the figures, thus minimized human error, and to know every statistics reflected so that when the managers and executives asked, I would be able to explain.  Through this, I was also exposed to executive meetings, meaning with the CEO and other executives of the company.  It also improved my skill in coordinating with lots of people in every account who are also doing the reports as I have to consolidate every thing for the bosses. 

As part of my job as an analyst, in HTMT, was to assure business continuity and that is to assure that all agents are working well, and all process are optimal to come up with best results.  During the pilot run, I would do carefull conduct time & motion study wherein I would randomly select agents and monitor them on floor while taking calls.  I would measure their handle time, observe their overall work attitude and analyze the figures measured.  Then I would come up with reasons based on the quantitative figures as to why are agents performing poorly, etc.  Then I would suggest ways to improve process flow of the program. 

When I was working in HTMT Global Outsourcing, it was project-based, and the very first project where I was assigned was to implement an additional service for one of our large media telecommunications company.  It was a text messaging service where agents would handle text messages from the consumers and respond by calling them.  My work started from acquiring service provider to provide thte technology for text messaging services.  It involves attending business meeting with the service provider, going through the software and knowing how it works, creating the work process flow for the service, creating the templates for the agents and floor supervisors, assuring business continuity for the whole duration of the program.  It was a technical project and I had to know the web-based application very well as I am the go-to guy for that project.

The last project I handled with HTMT was to provide outbound telemarketing service to a Singapore based health company which offers dietary supplements.  Basically, the agents had to convince consumers to try their products and my work started from dealing with the client up until we're acquired to provide service.  Then I would assist in the assembly of the team, design the production template, co-design the process flow, co-assist in the product training, and assume temporary role of the team lead during the pilot run.  We used a web-based application for data entry and processing orders. 

I also had an experience to handle recruitment process when I was in HTMT Global Outsourcing.  I handled the recruitment of agents for an international email account.  We determined the requirements and I designed their written exams and handled their written examination as well.  We hired at least 20 agents for that account aside from the succeeding batches.