Experienced Workforce Coordinator – Scheduler and Real Time Analyst with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Cisco Networking, Business Planning, MS programs, Planning & Scheduling and Bookkeeping, Strong support professional

Experience

  • Workforce Coordinator

    at SITEL

    June 2018 - July 2019

    Central Luzon

    - Interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and future planning, to meet the enterprise service levels and performance guarantees. Uses independent judgement to matrix manage and shift staff resources dynamically to support enterprise goals and communicate any conditions that threaten success.

  • Customer Service Representative

    at CONVERGYS

    June 2017 - February 2018

    Central Luzon

    - interact with customers to handle complaints (not receiving items & returns) - opening and escalating cases on behalf of the members - reviewing and appealing cases that has been decided to overturn the decision

  • Workforce Real Time and Scheduling Analyst

    at IQOR SM Tech Hub

    March 2014 - October 2016

    Central Luzon

    - monitor agents’ activities - monitoring calls in queue - schedule and attendance maintenance - capacity planning, staffing and service planning - create production schedules - billing and payroll

  • Collection Specialist

    at IQOR

    June 2008 - February 2014

    Central Luzon

    - responsible for collections of outstanding accounts - responsible in resolving customer billing problems - reducing accounts receivable delinquency

Education

  • BSBA Financial Management Accounting

    at Tarlac State University

    2004 - 2008 (4 years) Central Luzon

Languages

  • English Negotiation

  • Tagalog Native

Hives