Gracelyn Joyce Bandiez Rollan – Workforce Planner

I am Gracelyn Joyce B. Rollan. I am 41 years old, married for 15 years with one child. I graduated at the University of Saint La Salle, Bacolod City, Philippines. I took up Bachelor of Science major in Computer Engineering.

My first job was with World Escapade Travel where I worked as a Booking Officer. I catered for reservations and issuance of domestic and international tickets. I then applied at a pharmaceutical Company in Negros Grand Ventures, Industries (distributor of UNILAB products) as a Sales Encoder. My work included encoding sales invoices, logistics invoicing, office filing and extracting data for weekly and monthly reports.

I had an opportunity to apply in a BPO Company as a Customer Sales Agent for 9 months at Teletech. I catered for inbound calls from Sprint Wireless Clients. I also assisted customers with their billing issues, cell phone basic troubleshooting and at the same time doing up-selling of new and affordable products and services.

After 9 months as a Customer Sales Agent, I was promoted as Real Time Monitoring Specialist particularly in Sick Hotline. I accommodated calls from employees who would be absent for their shift and tagged them accordingly. Because of my good performance, I was transferred to Global Operations Support Center (GOSC) as a Specialist 1. My responsibility was to do real time queue management focusing on Service level, occupancy and client performance metrics.

I then transferred to Transcom Worldwide Philippines and worked as a Real Time Analyst. Fortunately, I was again promoted to Workforce Planner or Scheduler. My role was to demonstrate commitment to quality services, effectively interpreting the needs of external and internal clients, do a 2-weeks up to 90 days’ view of intra-day performance view report, make analysis reports, recommendations and initiate action in order to attain stated goals.

Now, I continue my best practices in work and face all the challenges that will come my way. It serves as an opportunity and be open to whatever suggestions and advice that could help me become a better person.

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