Carlo A. freelancer experto en VBA, Microsoft Office, Análisis de Negocios

Carlo A.

Work smart, work hard and be creative.

0 / 5

Philippines
Valor hora:

USD 10,00

Soporte Administrativo

Habilidades (Máximo: 3)
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Sobre mí
An experienced and competent Workforce Management Analyst with a proven track record of success within technical, business analysis and management for over 9 years. Extensively trained in project management and intercultural communications, team-leader, and creative photographer; seeking to further my experience with a reputable company and contribute my outstanding skills and work to complete organizational goals and targets.
Historia laboral
EXPERIENCE
Qualfon Philippines Inc.
2014 – 2017    Workforce Management Coordinator
•    Performed Workforce Management reporting, analysis, recommendations, and administrative tasks related to staffing and scheduling functions.
•    Identified issues, developed, coordinated and implemented mitigation strategies to re-balance resources to meet Enterprise Service Levels.
•    Compiled, entered data and interpreted departmental statistical data. Extracts data from Avaya CMS and Impact 360 to produce ad hoc reports or other required output documents and reviews said documents for content and accuracy.
•    Supervised the Reporting Team, Real-time Analysts and Planning, Forecasting and Scheduling team of the Workforce Department.
•    Lead project implementation for internal projects or developed system.
•    Identified process inefficiencies through gap analysis.
•    Recommended operational improvements based on tracking and analysis.
•    Documented business processes and analyzed procedures to see that they would meet changing business needs.
•    Developed a set of metrics derived from raw company data to track improvements in organizational efficiency.

Qualfon Philippines Inc.
2013 – 2014    Workforce Management Supervisor
•    Supervised the Reporting Team, Real-time Analysts and Scheduling team of the Workforce Department.
•    Created and implemented process to increase productivity and accuracy.
•    Assigned tasks and set goals for the team.
•    Provided coaching or mentoring for team improvement.
•    Ensured team’s compliance on Company’s policies and procedures.
•    Demonstrated team work in attaining department/team goals.
•    Ensured the professional development of each of the workforce specialist.
•    Tasked with managing the day to day activities of the team.
•    Developed tactics based on the manager's and company's strategies for success while maintaining a favorable working environment.

Qualfon Philippines Inc.
2011 – 2013    Planning, Forecasting and Scheduling Team Lead
•    Monitored schedule adherence, variance, and reports headcount analysis.
•    Managed staffing resources.
•    Collaborated with operations teams to implement project plans.
•    Prepared and analyzed agent schedules in order to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints.
•    Collect, validate and analyze call center data, to build accurate annual, quarterly, monthly and daily forecasts for staffing, call volume, email, faxes, etc. using valid historical patterns, drivers and events modeling, using workforce management forecasting software, other analytic tools and spreadsheets where appropriate. Forecasts for future contact volumes and average handling times to form the basis for agent schedules, vacation plans and long term strategic plans.
•    Oversee, maintain and update the workforce management tool with statistical data (i.e. volume distribution, call handle time distribution, shrinkages, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights.
•    Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of staff on Workforce Management policies and procedures.

Qualfon Philippines Inc.
2008 - 2011    Workforce Management Analyst
•    Created daily, weekly and monthly KPI reports for the client.
•    Consolidated data, interpret data and recommends solutions based on findings or trends.
•    Created standard report formats and definitions across all call centers.
•    Generated routine and ad hoc reports and managed historical reports critical for business.
•    Monitored real-time call activity at various call centers.
•    Used accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
•    Provides analytical support for special projects.

Qualfon Philippines Inc.
2007 – 2008  Customer Care Representative
•    Provided inbound/outbound technical and customer service support for Tracfone customers.
•    Appointed as Subject Matter Expert for 6 months.

TrekkingIn
2015 - 2016    Brand Ambassador
•    Represent company and its products and services to the media and customers in a positive way.
•    Plan and  implement awareness creating programs to reach out to potential customers
•    Build and sustain business relationships with key accounts within assigned areas.

Ithaka
2015 – Present
    Photographer
•    Takes photos within South East Asian countries.
•    Collaborate with support team to identify the ideal route for various types of traveler.

Passion Passport, NYC
2017 – Present
    Photographer / Content Contributor
•    Collaborate with content editors to come up with design, presentation and analysis based on data and feedback from users to help evaluate the value of a set of written materials and websites.
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