ARIANNE AGUNDIZ
Valenzuela City
Summary
Scheduling professionals prepared for responsibilities in workforce management. Offers valuable experience in optimizing schedules and maintaining operational fluidity. Known for strong team collaboration and meeting changing demands. Proficient in time management and effective communication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Workforce Scheduler
Aberstone & Compassion Foundation Limited
09.2024 - 10.2025
- Maintain and update rosters for 300 staff members across multiple locations
- Master specialized rostering software to create efficient schedules, considering client preferences and specific restrictions
- Apply accurate line items in the system for billing and payroll processing
- Communicate effectively with support workers about schedule changes and availability
- Swiftly respond to last-minute changes, such as staff illnesses, to ensure continuous service
- Strategically manage staffing levels across all shifts, focusing on peak hours from 5-6 AM to 10-11 PM
- Collaborate with client managers to address scheduling concerns and optimize service delivery
- Contribute to the continuous improvement of scheduling processes and systems
Workforce Management Specialist for Humana Account
Everise Philippines Inc
08.2023 - 09.2024
- Create and maintain employee schedules based on workload forecasts.
- Ensure optimal staffing levels to meet service level agreements (SLAs).
- Collaborate with team leads and managers to address staffing concerns.
- Implement efficiency measures to enhance productivity and reduce errors.
- Address and resolve issues related to scheduling conflicts or staffing gaps.
- Analyzed workforce data to optimize scheduling and improve operational efficiency.
- Developed forecasting models to anticipate staffing needs and enhance resource allocation.
- Monitored key performance indicators to ensure adherence to service level agreements and operational targets.
Workforce Realtime Associate for Ally Financial and T-Mobile
Alorica Teleservices Inc
01.2021 - 07.2023
- Monitor real-time call volumes and agent availability to ensure service level agreements (SLAs) are met.
- Adjust staffing levels in response to unexpected changes in call demand, such as high call volumes or agent absences.
- Provide real-time support and guidance to agents, including addressing escalations and ensuring adherence to schedules.
- Collaborate with supervisors and managers to implement strategies for improving workforce efficiency and reducing downtime.
- Generate and analyze real-time reports to identify trends, forecast needs, and make informed decisions for staffing adjustments.
Part time Technical Virtual Assistant, MSP Support
Next Generation Systems, LLC
04.2022 - 12.2022
- Manage and organize the supervisor's inbox, prioritizing important messages and ensuring timely responses.
- Maintain and update client information in the CRM, ensuring data accuracy and cleanliness.
- Prepare and run PowerPoint presentations for virtual meetings, ensuring all technical aspects are handled smoothly.
- Upload and manage files on cloud platforms like Google Suite and SharePoint for easy access by the team.
- Provide remote technical support, troubleshooting issues related to software, hardware, and network connectivity for the MSP using DATTO RMM.
Technical Support Representative for Dell Computers
Alorica Teleservices Inc
10.2020 - 12.2021
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
School Admission Officer
AMA Computer Learning Center
04.2015 - 10.2020
- Manage school's admission process and procedures.
- Develop and implement admission strategies to attract and enroll students.
- Respond to inquiries from prospective students and their families regarding admission requirements, programs and services.
- Evaluate and assess eligibility of applicants for admission, including reviewing applications, transcripts, and other supporting documents.
- Develop and maintain relationships with feeder schools, community organizations, and other stakeholders to promote school and its programs.
Computer Instructor 1
AMA Computer Learning Center
06.2013 - 04.2015
- Develop and deliver computer-based training programs and courses to students.
- Create instructional materials, including lesson plans, presentations, and handouts.
- Teach students fundamental computer skills, such as typing, using software applications, and navigating internet.
- Assess students' knowledge and progress, providing feedback and grades as appropriate.
- Provide guidance and support to students in developing their computer skills and achieving their learning goals.
Education
Bachelor of Science - Information Technology, Database Administration
Sta Cecilia College
01.2013
Skills
- Skilled in Specialized Rostering Software (Verint, NICE IEX, Genesys, Care Master, AVAYA CMS)
- Proficient in QuickBooks Financial Management
- Data Analysis & Reporting
- CRM System Administration
- Virtual Technical Assistance
- Workforce Scheduling & Rostering
- Real-Time Schedule Management
- Shift & Staffing Optimization
- Client & Stakeholder Collaboration
- Process Improvement & System Enhancement
- Time Management & Multitasking
- Problem-Solving & Decision-Making
Certification
- Introduction to Bookkeeping – Technical Education and Skills Development Authority (TESDA), September 17, 2025
- Basics of Resilience, University of the Philippines Open University – Resilience Institute (Feb 2024)
Timeline
Workforce Scheduler
Aberstone & Compassion Foundation Limited
09.2024 - 10.2025
Workforce Management Specialist for Humana Account
Everise Philippines Inc
08.2023 - 09.2024
Part time Technical Virtual Assistant, MSP Support
Next Generation Systems, LLC
04.2022 - 12.2022
Workforce Realtime Associate for Ally Financial and T-Mobile
Alorica Teleservices Inc
01.2021 - 07.2023
Technical Support Representative for Dell Computers
Alorica Teleservices Inc
10.2020 - 12.2021
School Admission Officer
AMA Computer Learning Center
04.2015 - 10.2020
Computer Instructor 1
AMA Computer Learning Center
06.2013 - 04.2015
Bachelor of Science - Information Technology, Database Administration
Sta Cecilia College
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