Angeline Roselle Pagsuyoin
Muntinlupa City
Summary
Experienced Executive Workforce Analyst with a strong background in data analysis, real-time optimization, and process improvement. Seeking to transition into Accounting to apply my problem-solving and communication skills in a new, challenging environment.
Overview
16
16
years of professional experience
Work History
Executive Workforce (Real Time Analyst)
IGT Solutions Ph
Alabang
12.2022 - Current
- Provide real-time feedback to WFM and Operations management on the status of the campaign.
- Responsible for monitoring and reporting agent schedule adherence in real time, using adherence software and ACD real-time display.
- Inform Operations management that decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
- Provide a historical reporting compilation, as required by the campaign.
- Ensures passing service levels for each operations account by engaging in real-time management of the queue.
- Responds to and acts as the central point of communication in all events and circumstances impacting account performance.
- Collaborates with client supervisors to identify and track both planned and unplanned absences, as well as projected and confirmed attrition.
- Monitor statistics to ensure associate thresholds are within client levels.
- Responsible for timely action on data requirements from process owners, and other departments.
- Generates, gathers, and provides reports (operations - volume) daily, weekly, and monthly to the department head and clients.
Real Time Analyst
Telus International Philippines
03.2022 - 12.2022
- Provided recommendations on how to optimize operations based on findings from analysis of data sets.
- Analyzed customer data to identify trends and opportunities for improvement in real-time.
Customer Service Representative
Telus International Philippines
09.2020 - 03.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Area - Sales Supervisor
Caravan Industries Inc
03.2017 - 02.2020
Selling - Supervisor
SM Waltermart Supermarket
12.2014 - 01.2017
Second Assistant Manager
Golden Arches Development Corporation
08.2010 - 10.2014
Local Store Marketing
Golden Arches Development Corporation
05.2009 - 04.2010
Education
Bachelor of Science - Business Administration, Management
University of Nueva Caceres
Naga City Camarines Sur01.2010
Some College (No Degree) -
Unibersidad De Sta. Isabel
Naga City, PhilippinesSkills
- Verint, IEX, Nice, GeneseVerint, IEX, Nice, Geneses Purecloud, Thrios Purecloud, Thrio
- Microsoft office expertise
- Email management
- Customer relations
- Product analysis
- Matrix management
- Complaint resolution
- Senior leadership support
- Multitasking and organization
References
References available upon request.
Timeline
Executive Workforce (Real Time Analyst)
IGT Solutions Ph
12.2022 - Current
Real Time Analyst
Telus International Philippines
03.2022 - 12.2022
Customer Service Representative
Telus International Philippines
09.2020 - 03.2022
Area - Sales Supervisor
Caravan Industries Inc
03.2017 - 02.2020
Selling - Supervisor
SM Waltermart Supermarket
12.2014 - 01.2017
Second Assistant Manager
Golden Arches Development Corporation
08.2010 - 10.2014
Local Store Marketing
Golden Arches Development Corporation
05.2009 - 04.2010
Bachelor of Science - Business Administration, Management
University of Nueva Caceres
Some College (No Degree) -
Unibersidad De Sta. Isabel
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