John Michael Ulep Email and Phone Number
Our team at Concentrix benefits from my role as Real Time Analyst POC, where my strategic use of NICE IEX tools optimizes our attendance tracking and call management processes. With a Bachelor of Science in Industrial and Commercial Communication from Cagayan State University, I leverage my academic background to enhance operational efficiency and contribute to our collective success.My expertise in negotiation and time management was recognized with the Employee of the Month honor for achieving a perfect CSAT score. In past roles, including Senior Technical Advisor, my proficiency in managing Tier 2 cases and effectively communicating with clients has consistently driven improvements and fostered a culture of excellence within our organization.
Concentrix
View- Website:
- concentrix.com
- Employees:
- 63116
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Real Time Analyst PocConcentrix Jul 2024 - PresentMakati, National Capital Region, PhilippinesUtilize NICE IEX software to meticulously track attendance and ensure optimal staffing in production environments.Provide immediate, detailed reports to management on anomalous call patterns to effectively manage and mitigate call surges.Analyze and generate insightful call driver reports to enhance understanding and strategic management of queue dynamics.
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Senior Technical AdvisorConcentrix Oct 2022 - Jul 2024Makati, National Capital Region, PhilippinesManaged complex Tier 2 support cases with expertise.Maintained direct communication with clients for escalated case reporting.Ensured diligent monitoring of case resolution within SLA parameters.Proactively conducted outbound calls for timely issue resolution and client updates.
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Technical AdvisorConcentrix Jun 2021 - Oct 2022Makati, National Capital Region, PhilippinesProvided expert telephonic support for vehicle security device troubleshooting.Efficiently escalated intricate cases to ensure advanced support and resolution.Maintained high levels of customer satisfaction through effective problem-solving.
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Customer Service AdvisorConcentrix Aug 2020 - Jun 2021Makati, National Capital Region, PhilippinesExpertly managed inbound customer inquiries and complaints, ensuring prompt and courteous resolution.Skillfully escalated complex issues beyond first-level resolution to appropriate channels.Coordinated with dealerships to schedule customer appointments, enhancing service efficiency.
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Quality Assurance AnalystAdmerex Feb 2020 - Jun 2020Makati, National Capital Region, PhilippinesSpearheaded call audits to ensure strict adherence to client guidelines.Collaborated with clients in call calibration sessions to align service quality with expectations.Vigilantly enforced protocol compliance among agents to maintain high-quality standards. -
Customer Care SpecialistAdmerex Feb 2019 - Feb 2020MakatiExpertly managed high-volume inbound and outbound calls at CIMB Bank, ensuring customer satisfaction.Efficiently handled customer inquiries and concerns via email and live chat, providing timely resolutions.Demonstrated proficiency in adhering to established processes for effective issue resolution.
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Outbound Sales SpecialistAdmerex Nov 2018 - Feb 2019MakatiSpearheaded outbound sales initiatives for BPI's Special Installments Plan Loan, significantly increasing loan acquisition.Specialized expertise in promoting and managing installment plan options for clients.Consistently met and surpassed target loan quotas through strategic sales techniques.Demonstrated exceptional performance in outbound sales, contributing to overall business growth.
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Inbound Sales SpecialistAdmerex Aug 2018 - Nov 2018Makati, National Capital Region, PhilippinesSpearheaded inbound sales initiatives for BPI's Special Installment Plan loans, significantly increasing revenue.Demonstrated expertise in structuring and promoting installment plans to meet diverse client needs.Consistently surpassed sales targets through effective customer engagement and product knowledge.
John Michael Ulep Skills
John Michael Ulep Education Details
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General Studies
Frequently Asked Questions about John Michael Ulep
What company does John Michael Ulep work for?
John Michael Ulep works for Concentrix
What is John Michael Ulep's role at the current company?
John Michael Ulep's current role is Real Time Analyst POC | Monitoring Call Attendance, Generating Call Drivers.
What schools did John Michael Ulep attend?
John Michael Ulep attended Cagayan State University.
What skills is John Michael Ulep known for?
John Michael Ulep has skills like Phone Etiquette, Phonetics, Customer Service, Customer Experience, Customer Support, Computer Literacy, Banking, Mobile Banking, Phone Banking, Business Process Outsourcing, Time Management, Email.
Who are John Michael Ulep's colleagues?
John Michael Ulep's colleagues are Yashita Sanwarey, Christie Mayala, Aghakali Awomi, Chintada Vasantha Kumari, Mark Joseph Pradas, Karan Rao, Rohit Singh.
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John Michael Ulep
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