Summary
Overview
Work History
Education
Skills
Timeline
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Ace Arca

Ace Arca

General Trias

Summary

Dynamic workforce management professional with a proven track record at Ubiquity Global Services, excelling in strategic planning and staff development. Expert in optimizing performance through effective decision-making and real-time data analysis, enhancing customer satisfaction and team productivity. Adept at utilizing Google Sheets for scheduling and forecasting in high-pressure environments.

Overview

8
8
years of professional experience

Work History

Manager, Workforce Management

Ubiquity Global Services
06.2025 - Current
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

WFM Supervisor

Ubiquity Global Services
06.2022 - 06.2025
  • Maintain Program KPIs, manage staffing and develop schedulers to success
  • Transformed the team into a collaborative, independent, and result-driven unit

WFM Scheduling Lead

Everise
04.2021 - 02.2022
  • Prepares, validates, and loads assumptions to be used for scheduling. (Volume, AHT, Shrinkage)
  • Creates and prepares intraday staffing and outlook file for short term planning
  • Generate HC report for operations

Workforce Planner

TaskUs
09.2018 - 04.2021
  • Collaborate with Fulfillment Operations Department Management on identifying opportunities for further improvement
  • Ability to perform forecasting in a contact center environment and schedule based on the DOW/Intraday Pattern
  • Ability to work under pressure, meet deadlines with accountability
  • Creates and prepares intraday staffing and outlook file for short term and long term
  • Recommend headcount movement based on +/- of the Campaign

Workforce Real Time Analyst

TaskUs
09.2017 - 03.2018
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Manage call queue by driving schedule adherence and desirable utilization from all teammates
  • Responsible for ensuring campaign activities and ensure meeting service level agreements
  • Real time monitoring for various voice campaigns
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.

Education

Bachelor of Science - Computer Science

Cavite State University
Cavite City, Province Of Cavite
06-2014

Skills

  • Ability to grasp new technical things quickly as well as system process
  • Good knowledge of Google Sheets, Google Drive and Microsoft Office
  • Pro-active Person
  • Decision-making
  • Task delegation
  • Strategic planning
  • Staff training and development

Timeline

Manager, Workforce Management

Ubiquity Global Services
06.2025 - Current

WFM Supervisor

Ubiquity Global Services
06.2022 - 06.2025

WFM Scheduling Lead

Everise
04.2021 - 02.2022

Workforce Planner

TaskUs
09.2018 - 04.2021

Workforce Real Time Analyst

TaskUs
09.2017 - 03.2018

Bachelor of Science - Computer Science

Cavite State University

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Ace Arca