JohnPaulWorksForYou@gmail.comJohn Paul L. Alay-ay

+63 929 844 3360 / +1 929 999 1921

John Paul L. Alay-ay Objective

To be successful in another concept of business process outsourcing. To maximize the skill set that I was able to hone in my BPO experience while making sure that I am still facilitating self-growth, career advancement while taking the challenge of being home-based.

Summary I am a 24-year-old goal-oriented - self-starter RN, single and who has been with the call center and outsourced industry for more than 5 years. I always focus on not only getting the job done but also going the extra mile on anticipating client's needs before they arise. I am very detail oriented who carry out detailed action plans.

I am quite tenacious when it comes to ensuring that the task entrusted to me will be completed in an efficient manner. I always make sure that I am utilizing all resources in getting the job done.

Working as a Workforce Analyst for a global contact center - handling 650+ FTEs and with 8 lines of businesses. I am trained to handle metrics that matter in the workforce area of specialization ( ASA, AHT, LA, Productivity, Occupancy ) to compute for optimum # of FTE required per interval basing on historical data. I also handled operations team with key metrics and NPS.

EXPERIENCES: A. 5+ years solid customer service and sales experience in BPO setting catering US clients B. Inbound and Outbound calling experience C. Workforce and Data processing trained D. Call Center Management Trained E. US Real Estate Trained - lead management, CRMs, and Inbound and Outbound calling F. Trained to use and maximize applications used for home based job, including CRMs.G. Currently have a complete optimal work from home, system set with back-up also set up

I AM:| Someone who has very high sense of urgency on all projects and tasks while maintaining high quality of standards. | Someone who demands high levels of results or performance. | Someone who stay focused not only getting the job done but taking it a step further. | Very detail oriented and have a very strong command of a project or situation. | Someone who is very particular with efficiency and productivity.

CALL CENTER MANAGEMENT EXPERIENCE A. Hiring / Training / Coaching New CX Associates B. Monitoring Calls C. Real Time Monitoring E. CollaborationF. Metrics HandlingG. Strategic Planning and Scheduling

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JohnPaulWorksForYou@gmail.comJohn Paul L. Alay-ay

+63 929 844 3360 / +1 929 999 1921

A. Hiring New CX Associates

- having 5 years of experience working in an inbound and outbound call centers handling international accounts ( MSN Sales, Tier 2 Provider's Line Cigna, Command Center and Client Workforce for Convergys ). I have extensive experience on how to be on the job - giving me an edge on what skill set and most importantly attitude is needed for someone to be successful on the role. Equipped with training as SME and Team Lead - I can also help someone hone their skills and target AFI's using RCS (Root Cause Analysis).

B. Monitoring Calls / Quality of Work

- whether for quality or adherence purposes - I have massive exposure and experience in monitoring calls and doing deep dive coaching to our CX agents to make sure maximum retention of feedback resulting to a more efficient team member towards the set goal.

C. Real Time Monitoring

- from agent to SME I was given the role of a Real Time Analyst / Workforce Coordinator for Cigna Convergys. Here massive tasks of call monitoring ( ACD, Abandon Rate, ASA - Average Speed of Answer, Line Adherence, AHT ) are mastered to properly meet the client's target productivity for the account. I have handled an account having 600 FTEs and getting 60 to 70 thousand calls a day. I can also create trends and analysis to further improve staffing needs depending on the historical data of calls we have.

E. Collaboration

- on every role I do, I make sure proper communication and clear line of understanding is present. This is vital on every role and organization thus I make this as one of my main concerns handling a client. I have invested on a US number and almost 24 hr open computer line to make sure timely relay of important information.

F. Metrics Handling and Process Improvement

- with my solid experience as Workforce Analysts, we directly handled "metrics that matter" - or metrics that are directly sent to the clients. These are - AHT, Productivity and ASA. Being a Team Lead Trainee, I also handled production metrics such as Quality, CSAT, and Attendance. These are key factors that determines success of the company as a whole. In line with this, I also created process documents to increase productivity while reducing costs. This process document focuses more on optimizing agent's tools reducing their off the phone hours and directly increasing productivity.

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JohnPaulWorksForYou@gmail.comJohn Paul L. Alay-ay

+63 929 844 3360 / +1 929 999 1921

Experience

(03/01/2016) – PRESENT Perry Davis Realty Group Baltimore, MDSenior Property Manager and Executive Assistant

Remotely managing real estate properties for Perry Davis Group.

Establishes rental rate by surveying local rental rates; calculating overhead costs, depreciation, taxes, and profit goals.

Attracts tenants by advertising vacancies; obtaining referrals from current tenants; explaining advantages of location and services; showing units.

Contracts with tenants by negotiating leases; collecting security deposit. Accomplishes financial objectives by collecting rents; paying bills; forecasting requirements;

preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action.

Maintains property by investigating and resolving tenant complaints; enforcing rules of occupancy; inspecting vacant units and completing repairs; planning renovations; contracting with landscaping and snow removal services

Spearheading process changes and development for an upcoming rebranding.

Handling Virtual Assistants in maintaining quality work on the most efficient way.

Creating new processes for the company's full-time and formal operations Executive Assistant for Real Estate Head of Ops.

Jan 2016 – 03 2016 Multiple Clients (UpWork) Manila, PhilippinesElite Virtual Assistant - Sales | Medical | Real Estate | Customer ServiceExcellent written and verbal English skills. Pleasant speaking voice and phone personality. Must have own means to make free calls to the US.

Technical Skills: - Lead Generation - Source for new investment leads via multiple channels - Build relationships with realtors to get off-market investment leads - Create and maintain investment leads database Marketing Material - Help in preparing client presentations in PowerPoint and Word - Create charts and tables for presentations using Excel - Proofreading/writing experience essential Telephone Marketing - Outbound calls to leads/suppliers/realtors to gather info/chase up

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JohnPaulWorksForYou@gmail.comJohn Paul L. Alay-ay

+63 929 844 3360 / +1 929 999 1921

- Research and identify suitable virtual PA system - Train virtual PA and manage inbound leads from virtual PA system Website Marketing - Solid understanding of and experience in SEO required - Perform SEO keyword planning and research - Design and create web pages packed with keywords - Continually request new backlinks to website - Post articles on article directories - Write comments on blogs of other related websites Manage Email Marketing - Manage subscriber lists in email marketing software - Create and schedule broadcast emails/newsletters to promote content - Write follow-up emails and create auto-responders Manage Postal Mail Marketing - Research and identify suitable postal mail delivery vendors - Oversee postal mail campaign and track responses Social Media Marketing - Manage LinkedIn/Facebook/Twitter pages to increase following - Schedule and track posts, tweets, mentions and hashtags - Respond to messages on all channels & profiles Documentation - Write internal reports tracking all business processes

(11/07/2015) – (02/01/16) MyOutdesk, Inc. Sacramento, CA Leads Specialist

Training Topicso Real Estate in the U.S. Overview

Real Estate Introduction, Transaction process, History, Theory, Forms REO, legal process Short Sales, short sale packages

o Real Estate Social Media Overview Facebook Twitter Youtube Craigslist

o Lead Scripts Leads and Lead Generation 10 Days of Pain 21 Days of Gain Drip Campaign Scripts, Tree Scripts Buyer Scripts

o Seller Leads FSBO Expired Seller Scripts

o Internet Marketing Mastering Lead Management Internet Lead conversion tactics

o Lead Management Programs eEdge Pro/ Market Leader Boomtown Tigerleads

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JohnPaulWorksForYou@gmail.comJohn Paul L. Alay-ay

+63 929 844 3360 / +1 929 999 1921

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Sept 2014 – Oct 2015 Convergys Philippines Inc. Manila, PhilippinesWorkforce Specialist

Manage intraday client, program, or line of business performance to meet or exceed contractual requirements. Be sensitive to agent's requests while balancing operational performance, contractual requirements and the needs of the business.

o Effectively balanced business metrics and agent satisfaction by determining factors that directly affect the main factors involved.

Uses technology and tools to monitor system events to identify performance exceptions requiring both short term (intraday) and longer-term (agent scheduling) attention.

o Development is constantly practiced in determining the positive and negative points of planning. In order to make changes in future planning for optimum performance.

Effectively use technology, tools and floor management resources to optimize client service levels and program economic performance.

o Resourcefulness and creative thinking are vital parts of my workforce life. I have constantly created processes to improve performance. System Issue Processes that has been proven to increase efficiency and productivity.

July 2012 – Sept 2014 Convergys Philippines Inc. Manila, PhilippinesSubject Matter Expert – Team OIC (Cigna Healthcare Support)

Provides real time support to new hire classes regarding product knowledge.

o Being front liner of support have made me develop leadership presence which is very important especially when making people believe what you’re saying is true. This is also beneficial when I deal with associates that I haven’t met personally since I have that skill, I can make them feel that I am there to help for good.

Facilitated forma and informal coaching sessions with peers with mixed tenure.

o My exposure with coaching is one of the best milestones I have for my career ladder, this has opened a lot of opportunities for me to further explore my strengths and weaknesses as a leader and as a subordinate.

This has made me one of the most effective SME, since I am equipped with the proper techniques in effectively coaching behavior

July 2012 – Sept 2013 Convergys Philippines Inc. Manila, PhilippinesSenior Customer Service Specialist (Cigna Healthcare Provider Department)

Handled inbound calls from healthcare professionals (e.g doctors, billing offices, nurses) from the United States regarding patient's insurance information

o Trained in handling: PPO, HMO, COBRA, Medicare A B C D, Worker Comp accounts

Quote benefit information for a patient with maximum confidentiality (HIPAA Certified)

Assist health care professionals on claim processing, looking into possible discrepancies and giving the best solution for each inquiry.

o Quoting benefits in relation to state mandates applicableo Quoting claim statuso Meticulously assess claims that are pended and clearly

identify information / documents and items needed to finalize the claim

Check and review office claims and do necessary adjustment needed provided that all information is on hand

Computing Complex claims (Surgery, Surgeons, Assistant Surgeons, Facility and Anesthesia claim)

Examine HCFA 1500 and UB04 claim to see discrepancy and advise the billing office to submit a corrected claim

Handled COBRA and Medicare account related inquiries Coordinate with multiple insurance offices (HUMANA, BCBS etc)

regarding patient's coordination of benefits and multiple insurance coordination of benefits

Make outbound calls as necessary for follow up with certain information needed to process a certain claim (Corrected claim, Post OP Report etc.)

Reason for Leaving: Positive Attrition - Promotion

July 2011 – Feb 2012 NCO ( RMH Teleservices Asia Pacific Inc.) Quezon City,Philippines

Sales and Retention Officer

Handling inbound calls from US for MSN Dial Up Internet Connection and MSN Premium Software.

Providing education assistance in regard of the benefits of the subscription. Converting inquiry calls to sales and making upselling for different subscription if applicable.

Making effort in turning cancelling customer to stay with the service thru effective value propositions and giving tailor-fit offers.

o Able to hone and master some of the selling techniques as well as learning to make a tailor fir offer to match the needs of the customer.

o Was constantly awarded because of above expectation performances.

Reason for Leaving: Need to take care of a family member

Education

June 2007 – July 2011 Far Easter University Manila Manila, PhilippinesBachelor of Science in Nursing

Passed the Nursing Board Exam 2011 with GVA 85.69

COMPUTER SPECIFICATIONS:MAIN COMPUTER

SECONDARY COMPUTER

2277 Fair Oaks Blvd. Suite 455 Sacramento, CA 95825

DSL SPEEDTEST:MAIN ConnectionPLDT DSL 3MBPS

BACKUP ConnectionGLOBE BROADBAND 4MBPS

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