Hi, I’m
Bernadett Aycaide
Real time Analyst
Binan, Province Of Laguna,LAG
Summary
Dynamic Workforce Real Time Analyst with proven expertise at BroadPath Healthcare in optimizing scheduling and enhancing service level agreements. Skilled in workforce management and adept at problem-solving, I successfully reduced absenteeism rates and improved operational efficiency, fostering a collaborative team environment while ensuring compliance with labor regulations.
Experienced with real-time workforce management, ensuring optimal productivity and adherence to schedules. Utilizes data analysis and strategic planning to drive operational efficiency. Track record of effective communication and collaboration to support team success.
Overview
12
years of professional experience
Work History
BroadPath Healthcare
Workforce Real Time Analyst
03.2022 - 04.2025
Job overview
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Managed real-time inbound call traffic across multiple contact center locations.
- Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
Alorica
Workforce Real Time Analyst
12.2019 - 03.2022
Job overview
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Managed real-time inbound call traffic across multiple contact center locations.
- Managed overtime, shift swaps, breaks and PTO requests.
Toyota Alabang INC.
Cashier Assistant
05.2019 - 11.2019
Job overview
- Met customer needs through polite, friendly and attentive service.
- Maintained a clean and safe workspace, ensuring proper sanitation protocols were followed.
- Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
- Helped customers complete purchases, locate items, and join reward programs.
- Reduced wait times for customers by quickly processing transactions and maintaining an organized work area.
Hyundai Alabang INC.
Accounting Staff Member/ Cashier
04.2018 - 07.2018
Job overview
- Assisted in the development of annual budgets with inputs from various departments, aligning financial goals with strategic objectives.
- Ensured accurate fixed asset tracking by performing regular physical inventory counts and reconciliations against system records.
- Contributed to a positive work environment within the accounting department by actively participating in team meetings and offering support to colleagues when needed.
- Reduced errors in financial reporting through thorough reconciliation of accounts and attention to detail.
- Assisted in the timely preparation of financial statements, ensuring regulatory compliance.
- Managed accounts receivable collections efforts, decreasing outstanding balances owed to the company.
Alfamart Marketing Inc.
Shift Supervisor
06.2017 - 10.2017
Job overview
- Trained new employees and delegated daily tasks and responsibilities.
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to and resolved customer questions and concerns.
- Helped store management meet standards of service and quality in daily operations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Robinsons Retail Holdings
Cashier/Treasury Assistant
11.2016 - 03.2017
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
SM Hypermarket
Cashier
09.2014 - 02.2015
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
MCM Management Inc.
Part Time Encoder
11.2012 - 11.2013
Job overview
- Improved data accuracy by meticulously inputting information into the system.
- Implemented personalized keyboard shortcuts for faster typing speed and increased efficiency during daily tasks.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Obtained scanned records and uploaded into database.
- Developed strong attention to detail for error-free data entry and analysis.
- Extracted information from database to compile reports for audit process.
- Enhanced team efficiency by maintaining organized electronic files and records.
- Prepared source data for computer entry by compiling and sorting information.
- Supported management in decision-making by providing accurate and timely reports based on entered data.
- Ensured data security by adhering to company policies and confidentiality guidelines.
- Completed daily data back-up to secure records.
Education
Montessorri Professional CollegeImus, Province Of Cavite, Philippines
Bachelor of Science from Business Administration in Financial Management
06-2014
Paranaque National Highschool La Huesrta
High School Diploma
04-2011
Paranaque Elementary School Paranaque City
No Degree
04-2007
Skills
- Scheduling optimization
- Forecasting accuracy
- Workforce management
- Service level agreements
- Queue management
- Staffing adjustments
- Resolving issues
- Managing schedules
- KPI monitoring
- Setting schedules
- Workforce management tools
- Attention to detail
- Problem-solving abilities
- Multitasking
Timeline
Workforce Real Time Analyst
BroadPath Healthcare
03.2022 - 04.2025
Workforce Real Time Analyst
Alorica
12.2019 - 03.2022
Cashier Assistant
Toyota Alabang INC.
05.2019 - 11.2019
Accounting Staff Member/ Cashier
Hyundai Alabang INC.
04.2018 - 07.2018
Shift Supervisor
Alfamart Marketing Inc.
06.2017 - 10.2017
Cashier/Treasury Assistant
Robinsons Retail Holdings
11.2016 - 03.2017
Cashier
SM Hypermarket
09.2014 - 02.2015
Part Time Encoder
MCM Management Inc.
11.2012 - 11.2013
Montessorri Professional College
Bachelor of Science from Business Administration in Financial Management
Paranaque National Highschool
High School Diploma
Paranaque Elementary School
No Degree
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