Warren Pascua
Edmonton
Summary
I'm a dynamic, hard working, dedicated and loyal professional with proven track record with the company. My great passion, dedication, and core value roots from 2 experience:
First was from my first job which was Machine Technician from a Japanese Manufacturing Company back in 2003. This company introduced me to 5S Methodology which was a standard to most Japanese companies. Over the years, I continue to apply Sorting, Straightening, Shining (Polishing), Standardizing, and Sustaining (Maintaining), to many industries I have been.
Second is when I work in the Contact Centre. When I got promoted and became a Supervisor for WFM back 2011, I was given the opportunity to learn Six-Sigma Methodology which has similarity to 5S Methodology.
Overview
10
10
years of professional experience
Work History
Workforce Management
The Brick Group
01.2016 - Current
- Assisted in the development of long-term strategic plans for TGS Call Centre Operations, including business, technological enhancements, and workforce management.
- Continuously monitored industry best practices in workforce management and adapting them to enhance organizational processes to reflect the latest innovations and maintain competitive advantage.
- Optimized call center operations by introducing Mathematical logics and advanced and improved telecommunication systems to accommodate effective workforce management techniques.
- Managed several internal systems such as 4CS, LimeTAC, TC3, and TC2.
- Responsible for ensuring and maintaining the accuracy of financial reporting data.
- Provided insightful recommendations to executive leadership on workforce management strategies, contributing to informed decision-making processes and long-term planning.
- Maintained accurate records of employee attendance, vacation days, sick leave, and other essential HR information for efficient workforce management.
- Collaborated with cross-functional teams to drive continuous improvement initiatives in workforce management practices.
- Led process improvement initiatives to enhance operational efficiency within the workforce management function.
Customer Care
The Brick Group
07.2015 - 01.2016
- Developed strong relationships with Customers through attentive customer care.
- Supports Warranty Repair Claims for Appliance, Electronics, and Furniture products.
- Championed a culture change within the organization centered around exceptional customer care standards.
Billing Customer Service
Shaw Cable
12.2014 - 06.2015
- Answers Billing Inbound calls for Shaw Cable customers.
- Answer billing inquiries efficiently and effectively.
- Provides excellent customer service and Billing solutions such as payment arrangements, changing plan, upgrades, and downgrades.
- Upsells Shaw Cable products.
Education
Network And System Administration
NA
Edmonton, AB03-2025
Accounting And Payroll Administrator
N/A
Canada01-2022
Bachelor of Science - Electrical, Electronics And Communications Engineering
New Era University
Outside Canada05-2003
Skills
- Positive working attitude and team player
- Excellent organizational and time management skills Able to multitask effectively
- Proficient in MS Excel, use of Pivots, VBA,
- Basic knowledge in Accounting Process such as Journal Entry, Trial Balance and Financial Statement
- Ability to work collaboratively in a team environment
Languages
English
Native or Bilingual
Timeline
Workforce Management
The Brick Group
01.2016 - Current
Customer Care
The Brick Group
07.2015 - 01.2016
Billing Customer Service
Shaw Cable
12.2014 - 06.2015
Network And System Administration
NA
Accounting And Payroll Administrator
N/A
Bachelor of Science - Electrical, Electronics And Communications Engineering
New Era University
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