Microsoft Excel
Carlo Leveriza
WFM Planning Analyst
Paranaque
Summary
Proven in enhancing operational efficiency at TTEC through expert workforce planning and exceptional problem-solving skills. Excelled in multitasking and team collaboration, significantly improving staffing management and client satisfaction. Achieved top performance metrics, demonstrating adaptability and a keen analytical approach to meeting complex challenges.
Overview
13
13
years of professional experience
Work History
WFM Planning Analyst
TTEC
04.2022 - 08.2024
- Responsible for Forecasting and Planning, Reporting, and Staffing management to ensure both Client and Company goals are met.
- Handles weekly meetings with operations to ensure staffing needs are met (Staffing Plan call)
- Work with the WFM Manager to ensure optimal staffing is achieved on a weekly/monthly basis for our assigned program(s).
- Saving and Officializing data through StaffPoint.
- Make changes or add entries to ASTT whenever a class is approved.
- Provide recommendations to mitigate over or understaffing.
- Manage headcount and staffing plans for multiple programs.
Sr. Specialist, WFM Planning
TTEC
11.2020 - 04.2022
- Responsible for Forecasting and Analysis, Reporting, and Staffing management to ensure both Client and Company goals are met.
- Engagement with eWFM admin to add new hires profile to eWFM. Provide nesting and production schedules based on the staffing needs.
- Handles weekly meetings with operations to ensure staffing needs are met (IDP call)
- Work with the WFM Manager to ensure optimal staffing is achieved on a daily/weekly basis for our assigned program(s).
- Making real-time adjustments to staffing forecasts in eWFM, including shrinkages and the most accurate up-to-date view of staffing forecast to requirements.
Specialist, WFM Real Time
TTEC
04.2019 - 11.2020
- Provide productions reports such as Staffing Compliance, Schedule Adherence, Reliability, Service Level. Outage management.
- Provide real-time management of auxes using Real-time Adherence Tool.
- Extract and Send Week 1 Compliance Staffing Report (6 Week Productive FTE) to the client.
- Manage Intra-Day Performance to reflect Staffing projections (IDP Creation - 6 weeks)
- Create Schedule Runs for the next 6 weeks and making schedules official.
- EWFM Maintenance/Check Incorrect EWFM Profile for every agent.
Customer Service Representative II/III
TTEC
03.2018 - 04.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Executive
Intelenet Global Services McKinley West
06.2017 - 01.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound chats while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average handle time through efficient problem-solving skills without sacrificing quality of service provided.
- English inbound customer service role supporting bankers through chat which focuses mainly on account management and debit card payments for Retail customers.
- Handles requests such as Address update, card and PIN services such as replacement, unlocking of PIN, funds transfer (1st and 3rd party), setting up Standing Orders, changing loan payment date, everything about managing their Retail/Personal account.
- Provide general information on how to manage their account through the Bank’s app, Online Banking, and giving options how they can process a certain request.
Email Service Representative
TaskUs
06.2015 - 05.2017
- English inbound customer service role supporting partners (customers) through chat and email which focuses mainly on on-boarding and active partner queries.
- Handles requests such as documents approval, account activation/deletion, managing subscription to email and text notifications.
- Provide general information about the background check process for drivers and give instructions on how to obtain certain documents for their onboarding process.
Customer Care Representative
Teleperformance
09.2014 - 04.2015
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
Customer Care Representative
STARTEK INTERNATIONAL Inc.
11.2011 - 04.2014
- Assisted inbound-email customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Handles requests, but not limited to, account information, password/security question resets, email and address book recovery, email configuration for third party email applications and mobile applications.
- Refers customers with technical download and compatibility issues to other appropriate web-based self-help resources and/or technical support teams.
Education
Associate in Computer Technology -
STI COLLEGE PARANAQUE
Paranaque City, Metro Manila 04.2001 -
Skills
Microsoft Excel
Workforce Planning
Capacity Planning
Problem-Solving
Multitasking Abilities
Decision-Making
Adaptability and Flexibility
Team Collaboration
Attention to Detail
Analytical Skills
Task Prioritization
Written Communication
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridImportant To Me
Work-life balanceCareer advancementPaid time offFlexible work hoursWork from home optionHealthcare benefitsPaid sick leave4-day work weekCompany CultureSoftware
Microsoft Word
Outlook
Aspect eWFM
Looker
HOP
Salesforce
Zendesk
Oracle
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Achieved Exceptional Workforce Planner by completing tasks with accuracy and efficiency.
- Used Microsoft Excel to develop headcount tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Intermediate (B1)
tagalog
Intermediate (B1)
Interests
Microsoft Excel
Outlook
Light and Web Novels
Anime
Mobile and PC Games
Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
WFM Planning Analyst
TTEC
04.2022 - 08.2024
Sr. Specialist, WFM Planning
TTEC
11.2020 - 04.2022
Specialist, WFM Real Time
TTEC
04.2019 - 11.2020
Customer Service Representative II/III
TTEC
03.2018 - 04.2019
Customer Service Executive
Intelenet Global Services McKinley West
06.2017 - 01.2018
Email Service Representative
TaskUs
06.2015 - 05.2017
Customer Care Representative
Teleperformance
09.2014 - 04.2015
Customer Care Representative
STARTEK INTERNATIONAL Inc.
11.2011 - 04.2014
Associate in Computer Technology -
STI COLLEGE PARANAQUE
04.2001 -