ANTHONY BERT RAQUENO PICA
Block6 Lot57 Tawilis St. Bgry. 28 Caloocan City
Summary
Dynamic and results-oriented professional with extensive experience in workforce analytics and customer service management, notably at Accenture Inc. Excelled in developing staffing models and enhancing service levels through effective real-time analysis. Demonstrates exceptional teamwork, communication skills, and proficiency in Microsoft Excel. Proven track record of improving operational efficiency and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Workforce Service Analyst
Accenture Inc
01.2022 - Current
- Develop and maintain regular and ad-hoc reporting for sales/service analytics using internal data sources and verifying with external vendor reporting
- Supporting analytics and associated reporting involving internal labor modeling, location strategy, organization workforce design, and other workforce metrics
- Maintain staffing models and participate in forecasting and scheduling process
- Use workforce management software and staffing history to help manage staffing levels and to determine the most effective methods for staffing adjustments
- Directs the daily activities of local WFM staff, including all scheduling and real-time monitoring activities
Customer Service Representative /Workforce Real Time Analyst
Startek Philippines
05.2016 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Analyst and manage Call Volume in Real Time to ensure Service Levels are met on a daily, weekly and monthly basis
- Analyst call volume patterns in Real Time to optimize work shifts, breaks and lunches
- Collaborate with Supervisors and Managers to identify and track planned and unplanned absences, as well as attendance and behavioral issues
- Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
- Good working knowledge of Microsoft Excel
- Working with numbers, data analysis and reporting
Sales Associate - Retail Store
Ephone Inc
02.2014 - 04.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about feature, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
Bachelor of Science - Education
Leyte Normal University
Tacloban City, Province Of Leyte, Philippines11-2013
Skills
● Customer Service Skills
● Ability to work independently and be accountable for the expected client deliverables
● Team Work and collaboration
● Reporting
● Microsoft Application ( Word, Excel, Power Point)
● Knowledgeable in Google looker Studio
● Good Verbal and Communication Skills
● Able to multitask
Timeline
Workforce Service Analyst
Accenture Inc
01.2022 - Current
Customer Service Representative /Workforce Real Time Analyst
Startek Philippines
05.2016 - 01.2022
Sales Associate - Retail Store
Ephone Inc
02.2014 - 04.2016
Bachelor of Science - Education
Leyte Normal University
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