Laizel Cabanilla

 Coordinated one account with two (LOBs) ISM & BGI - AT&T DIRECTV
 Interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and future planning, to meet the enterprise service levels and performance guarantees.
 Used independent judgement to matrix manage and shift staff resources dynamically to support enterprise goals and communicate any conditions that threaten success.
 Represented and attended daily strategy calls/meetings to provide intraday insights and solutions to all business challenges.
 Supervisor, Operations Manager and Agent questions and concerns promptly to improve schedule, service level, and line adherence.
 Responded to client e-mails, calls, and chat utilizing standard business solutions and effective decision making.

 Functioned in an inbound sales account while accommodating 1000+ products and services based in UK (eBay).
 Interact with the customers to handle complaints (not receiving items & returns)
 Assisted by opening and escalating cases on behalf of the members
 Established and maintained effective client rapport while actively reviewing and appealing cases that has been decided to overturn the decision.

 Spearheaded in managing one credit card account - UK based, with six (6) line of business (Inbound and Outbound)
 Analyzed the day-to-day scheduling based on requirements to determine workforce needed to meet fluctuating volumes and staffing demands.
 Performed daily agent schedule and activity maintenance within WFM scheduling and ACD software tools.
 Improved productivity by calling out agents, monitoring call queues, and providing directives for continued business.
 Coordinated with operations, clients, and client services to gather all the relevant data related to forecasting and calculation of program requirements (both for the capacity plan and scheduling standpoint).
 Maintained a roster of staff with accurate employee details including availability, preferences, and skills.
 Created schedules that will meet not just the program requirements but also the needs of those being scheduled.
 Published over/under snapshots and created action plans to address any staffing gaps or minimize overages.
 Updated the online capacity plan tool, ensuring the seating plan is accurate and adequate to meet operational need

 Contacted customers to determine the reason for payment delinquency and negotiate payment commitment.
 Handled accounts with speed and accuracy while maintaining professionalism; as well as completed phone calls to meet required performance standards and metrics, as well as strict confidentiality.
 Maintained established objectives for delinquency, repossessions, and net losses; stayed well informed of changes in policies and procedures. Evaluated accounts to find a win-win solution to avoid repossession loss.
 Responded to customer inquiries via telephone or e-mails within the established time frame. Documented all accounts accurately, clearly, and concisely noting the reason for hardship and potential repossession loss.