Cherry Gladies De Guzman Email and Phone Number

Over 10 years experience in BPO Industry.She is a Dashboard point of contact for international accounts which provides at a glance view of the business Key Performance Status, trends, team leads and agents performance.She also handles projects that are related to healthcare, social media, Telco and advertising accounts to transform unstructured data into a meaningful business insights.Text and Speech AnalyticsShe lead 2 healthcare account projects to improve on AHT and provide recommendation related to the current process, agent and customer's behavior.Automation and infographicsKnowledgeable with Excel formula and macros. Can transform basic shapes into a visually appealing infographics that presents the data patterns/ present data quickly and clearly.Process Improvement AnalyticsShe became a part of several projects that helps the operation improve on their metrics such as CSAT, FCR and Quality. Types of Projects Handled:Predictive CalculatorAutomated Excel Dashboarding (Quality, Productivity, Compliance, Asset, KRA) Basic Test on DifferenceInteraction Analytics Projects (Social Media Posts, Emails, Chats, Call Recording, Survey Verbatim)