Jechrife Pulido – Customer Representative

Hello there! My name is Jechrife Lumagason Pulido, and I would just love to share with you a little bit of my unique name’s origin, “Jechrife”. Well, it’s actually a combination of JEsus CHRIst and FElix Y. Manalo (Executive Minister of Church of Christ/Iglesia Ni Cristo, my Religion of which I am a proud member), but you can just call me by my nickname to keep it simple and short, “Ping”.

My college life was a bit colourful for me as I jumped into various courses searching for the right one that suited me. First, I took up a Bachelor of Arts in Political Science but suddenly realised that I am not into Politics and will never be interested in getting involved with the Government’s never-ending trouble issues, so then I switched to Bachelor of Science in Nursing. I, later realised that I am not brave enough to deal with saving lives through the complexity of medicine that requires no room for mistakes – yes I can be a lifesaver but perhaps in some other way. Then I realised, our world transcends because of technology, so why not be part of a more advanced world? Technology never stops growing, so I decided to take up a Diploma in Information Technology, and fortunately, I was able to finish it as the Web Designer Of The Year and with the Academic Excellence Award.

I am such a person full of dreams and goals in life, especially for my family. My ultimate goal is to give them a better life, I know it is going to be a thousand-mile journey so I never stopped after graduating from college and started my single step looking for a job right away. Luckily, I landed at a BPO company, an industry that helps the lives of so many people and gives many opportunities and doesn’t discriminate.

I started working as a Customer Service Representative in a financial account. It’s never easy to be a CSR, you need to widen your understanding and be more patient as you will encounter various customers with unique behaviours. I always assured them that they’re in good hands and we’ll be taking care of them. I never failed to provide them with excellent services so that at the end of the day they felt at ease and I was able to earn their trust so they remained our loyal customers.

I was then promoted as a Real-Time Analyst in a Workforce Management Department wherein I monitored and managed schedules, breaks, adherence and positiond the right number of staff at the right time in order to accommodate the current call volume and meet the business’s Service Level Agreement. I would then generate and produce analysis reports to clients based on the real-time business performance.

Due to my dedication and continuous outstanding performances, I got promoted to a much higher position in the leadership team, a WFM Associate Manager. I handled the Workforce RTA team and wider coverage of programs across the globe. I managed the business performance as a whole and provided in-depth analysis reports based on the trend of the call arrival pattern from a real-time, daily, weekly, monthly, and even yearly basis. I also managed the operational activities from Real-Time, Scheduling, Forecasting, and Capacity Planning standpoint in order to produce resolution and solid mitigation plans that would help achieve the business’s goals. I’ve been an expert in Avaya CMS, Nice IEX, MS Excel, MS Office, MS Outlook, MS PowerPoint tools utilisation as these are the primary tools that we use.

Being a leader is way more than just a title. When I became a leader, I nurtured and valued it as I believed that not everyone is given an opportunity to lead the future leaders.

I have strong interpersonal skills and work ethics. I am a hard-working and well-disciplined professional and exhibit a high level of ownership of what I do. I am a fast learner and am always willing to learn more as my thirst for knowledge will never be quenched, most especially if it’s for the success of the business. I highly believe that I have what it takes to be a great Virtual Assistant.

I truly believe that in everything we do, reliability is the top priority, then everything great will follow.

I am looking forward to working with you, making your lives easier, and being part of your growing success.

For a copy of Jechrife’s resume please click here.