Edison Jesse Pusing Email & Phone Number

Philippines

• Handled the data collection, cleansing, and processing of GHG Scope 1 and 2 emissions which achieved limited-assurance statements through third-party verification for 2019, 2021, and 2022 data.
• Helped the company improve the rating for CDP for Climate Change 2022 and 2023 questionnaires by providing accurate emissions data.
• Developed the Green Projects Tracker app for efficient project management and tracking of environmental initiatives by country/region.
• Implemented a real-time reporting system through the Green Projects BI platform.
• Developed various apps to improve data collection and automate reporting using the Power BI dashboard.
• Designed apps that ensured the successful screening of submissions for Project Change 2023 and 2024, and Green Build Challenge.

NCR - National Capital Region, Philippines

• Led a team of 3 Data Analysts and 1 Reports Analyst.
• Proficient in publishing reports through Power BI.
• Managed a team of 15-25 agents.
• Received a Client CSAT (Stars Really Shine) for Q3 2017.
• Managed the SMEs from November 2017 – March 2018.
• Unsung Hero awardee in December 2017 with the value “We are tenacious in our pursuit of excellence” due to the creation of “Case Management Process” and “Queue Prioritization Dashboard” which helped improve the SLA.

NCR - National Capital Region, Philippines

• Assisted the agents to ensure that proper technical assistance is provided to customers increasing XPR and CE of the team.
• Minimized team’s AHT by assisting agents on long calls and providing faster resolution.
• Checked the open and in-progress SRs of the team to ensure that it is being monitored and followed-up by the agents resulting to good CE.
• Assisted in conducting NPI and Vitality Trainings to the agents to ensure that agents are well-educated with the new products and tools of the account
• Kept the agents up-to-date with the latest known issues and fixes, and updates on policies and procedures which equipped them with knowledge necessary for their call.
• Created training materials to improve the technical knowledge of agents and the site’s resolution rate.

Region VII - Central Visayas, Philippines

• Acted as Team Manager in handling the agents to provide the goals and statistics that would meet the expectations of the client.
• Provided technical assistance to agents to ensure first call resolution and customer satisfaction to their calls.
• Ensured coaching is provided to agents to develop their areas of opportunities.