Results-driven Real-Time Analyst with 4 years of experience optimizing operational efficiency through strategic workforce management and data-driven insights. I specialize in monitoring key performance indicators (KPIs), managing complex staffing levels, and providing actionable reports to stakeholders to ensure organizational goals are met.
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With a background spanning both operational leadership and customer support, I bring a unique perspective to queue management and process improvement. I am a Certified Lean Six Sigma Yellow Belt, committed to identifying inefficiencies and implementing mitigations that enhance team productivity.
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Core Expertise
Workforce Management: Real-time monitoring, queue management, staffing & scheduling, and SLA management.
Data Analysis: Creating daily, weekly, and ad hoc reports, trend analysis, and data visualization for leadership.
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Operational Strategy: Managing intraday staffing adjustments to address volume fluctuations and minimize wait times.
Technical Proficiency
WFM Tools: Genesys, Amazon Connect, and Verint.
CRM & Platforms: Salesforce.
Methodologies: Lean Six Sigma (Yellow & White Belt).
Professional Highlights
Cognizant Technology Solutions: Currently managing real-time queues and delivering data-driven mitigations to improve performance for operations leaders.
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Alorica: Managed intraday staffing and performance reporting while utilizing tools like Amazon Connect and Verint to maintain service levels.
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SME Leadership: Previously served as a Subject Matter Expert (SME), resolving complex issues and providing guidance to support team success.
I hold a BSBA in Marketing Management from Rizal Technological University. I am an adaptable problem-solver dedicated to streamlining processes and achieving consistent service level excellence
