Experienced Workforce Management/Real Time Analyst with 2 years & 6 months of
expertise in scheduling and real-time monitoring within contact centers. Adept atoptimizing workforce efficiency, reducing costs, and ensuring service level agreements(SLAs) are met. Proven ability to leverage data analytics and WFM software to improveoperational performance and drive business results.LinkedIn Profile: -----------.-----------/in/-----------------------------------------------EXPERIENCE
Copylandia Philippines, Mandaluyong City— Digital Printing Staff/Machine OperatorNOVEMBER 2013 - MARCH 2018? Examine job orders to determine details such as quantities to be printed, productiontime, stock/material specifications, colors, and sizes? Inspect, examine and check printed output for print clarity, color accuracy to confirm theclients specifications and approval? Coordinates, facilitates and monitors printing and production services and to insure thetimely completion and availability of the items? Operates risograph machine, photocopier machine(colored and black & white), wideformat machine, scanning machine, laminating machine, ring binding (karo, ibico andplastic binding), folding, collating and stapling machine, and other machines for printing? Controlling operations of equipment or systems, checking machines if it is workingproperly.
Sutherland Philippines, Addition Hills MandaluyongCity — Customer Service Representative/Technical SupportRepresentative/Help Desk SupportMARCH 2018 - SEPTEMBER 2019? Capable of meeting the customer requirements & also engaging alternative solutions ifthe customer or clients needs are in a sense of urgency, a situation that needs to be fixedimmediately.? Make sure all the services of the clients are fully functional & stable as well.? To provide good quality & professional customer experience to the clients & maintaincustomer satisfaction.
Concentrix Philippines, BGC Taguig City — CustomerService Representative/Technical Support RepresentativeSEPTEMBER 2019 - DECEMBER 2020? Capable of meeting the customer requirements & also engaging alternative solutions ifthe customer or clients needs are in a sense of urgency, a situation that needs to be fixedimmediately.? Make sure all the services of the clients are fully functional & stable as well.? To provide good quality & professional customer experience to the clients & maintaincustomer satisfaction.
IntouchCX Philippines, Cubao Quezon City —Customer Service Representative/Technical Support Representative/Workforce or Real-Time Analyst
MARCH 2021 - SEPTEMBER 2021? Capable of meeting the customer requirements & also engaging alternative solutions ifthe customer or clients needs are in a sense of urgency, a situation that needs to be fixedimmediately.? Make sure all the services of the clients are fully functional & stable as well.? To provide good quality & professional customer experience to the clients & maintaincustomer satisfaction.
OCTOBER 2021 - APRIL 2024? Using real-time call/live tickets monitoring software, listening into calls/live tickets orreviewing call/live tickets transcripts that are generated in real time, and interveningwhen necessary to avoid escalation of a difficult or unprofessional call/live ticketssituation.? Monitoring real-time performance: Tracking agent activity, call volume, and service levelagreements (SLAs).? Scheduling: Creating and optimizing agent schedules based on forecast demand.? Capacity planning: Ensuring sufficient staffing to meet customer needs.? Adherence management: Tracking agent adherence to scheduled breaks and shifts.? Performance analysis: Identifying trends, bottlenecks, and opportunities forimprovement.? Reporting: Generating reports on key performance indicators (KPIs) and providinginsights to management.
Accenture Philippines, BGC Taguig City — Customer ServiceRepresentative/Technical Support RepresentativeAPRIL 2024 - PRESENT? Capable of meeting the customer requirements & also engaging alternative solutions ifthe customer or clients needs are in a sense of urgency, a situation that needs to be fixedimmediately.? Make sure all the services of the clients are fully functional & stable as well.? To provide good quality & professional customer experience to the clients & maintaincustomer satisfaction.
LANGUAGES? Filipino & English
Seminars/Certifications? WebDevelopment(February2021) - MindtechTraining andDevelopment InstituteIncorporated of thePhilippines? CISCO CCNA VOICE(June2017) - OVER - IP &CALL CENTER SETUP -Nexus Education - I.TTraining Center
Kalibrr/LinkedInAssessments TakenMarch 2024? Attention to Detail -Result: Good - This testunit measures the abilityto identify patterns andinconsistencies in visualrepresentations of data.? App Knowledge -Result: Good - This testunit measures thefamiliarity of the testtaker with commonproductivity suites andother software such asMS office, email clients,and messaging clients.? Practical Math - Result:Good - This is a test unitthat measures the abilityto use math to solveproblems encountered inthe real world, coveringsimple word problemson arithmetic, interests,and conversion.? Typing Speed andAccuracy - Result: Good- This test unitmeasures the ability totype text presented onthe computer screenwith a minimum speedand accuracy.
SKILLS? Computer Hardware? Computer NetworkOperations? IT Hardware Support? Real Time Monitoring &Analyzing? Planning & Scheduling? Technical Support? Help Desk Support? CorelDRAW? Adobe Acrobat? Paper Cutting? Adobe Photoshop? Adobe InDesign? Manual & DigitalPrinting? Wide Format Printing? Print Design? Heavy Printing, Cutting,Laminating, & CollatingMachine Operator? Lamination? Call Center Setup? Web Development
EDUCATION
St. Martin Montessori School, Angono Rizal 1930 — Elementary
Angono Private High School, Angono Rizal 1930 — High School
Rizal Technological University, Boni Mandaluyong City —Bachelor of Science, Major in Computer Engineering(3rd year CollegeUndergraduate Level)June 2010 - October 2013
Jose Rizal University, Kalentong Mandaluyong City — Bachelor ofScience, Major in Computer Engineering(3rd year CollegeUndergraduate Level)October 2017 - March 2018
