- Real time monitoring – POC in queue monitoring; flagged calls wait & agent with AHT(Average Handle time) and real time optimization of breaks and lunch schedule.- Real time reports – Sending per interval performance GOS, AHT & Aux report, Adherence report and End of day reports.- Basic forecasting and Scheduling – Utilizing historical call volume data for forecasting; Plot schedule per agent based on Over-Under simulation.- Attendance report – Collating daily employee attendance data for operational management needs.- Root cause analysis – Determine primary cause of the particular line of business GOS failure.- ADHoc task – Preparing files for the upcoming week; Interval reports, Attendance report andother reports that operations has required.- Hosting daily catch ups with the clients and providing weekly operational updates.- Basic knowledge in Power BI.

- Managing customers account – Invoicing customer, uploading meter data, updating customer personal information.- Handle unbilled account – Monitoring and inspecting customers account have not yet invoiced- Processing customer request – such as handling bill dispute, raising service order for betterdeals or meter replace and updating customer reading.- Part time tech-master for billing department – Manage files for automation such as auto emailreports and process improvements