Daniel Adrian Pulma
Summary
Aiming to leverage my analytical expertise and technical acumen to excel in a dynamic data-driven environment. Seeking a position where I can apply my strong problem-solving skills and attention to detail to extract actionable insights from complex datasets. Committed to driving organizational growth by providing strategic recommendations that optimize processes and enhance performance. Eager to contribute my enthusiasm for continuous learning and collaboration to achieve mutual success within the team.
Overview
7
7
years of professional experience
Work History
Workforce Real Time Analyst
Foundever - Amazon
10.2021 - Current
- 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.
- Optimized schedules, forecasts and other tools to present to management.
Customer Service Representative
Foundever Baguio - Amazon
04.2021 - 10.2021
- Processed customer service orders promptly to increase customer satisfaction.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Care Representative
Foundever - AT&T ISM
07.2017 - 04.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
Advance Diploma - Gaming And Animation
Informatics Institute
Baguio City, Province Of Benguet, Philippines05.2017
Diploma - Computer Graphics And Design
Informatics Institute Baguio
Baguio City, Province Of Benguet, Philippines04.2014
High School Diploma -
Krus Na Ligas High School
Quezon City, Metro Manila, Philippines01.2013
No Degree -
Fort Del Pilar Elementary School
Baguio City, Province Of Benguet, Philippines01.2009
Skills
- Good communication skills
- Computer knowledge
- Critical Thinking
- Problem solver
- Multitasking
- Strong Time Management and Self-discipline
- Adaptability and Flexibility
- Scheduling Optimization
- Forecasting Accuracy
- Service Level Agreements
- Workforce Management
Personal Information
- Age: 27
- Place of Birth: Baguio City
- Height: 5'5
- Weight: 50 kilos
- Citizenship: Filipino
- Date of Birth: 11/12/96
- Gender: Male
- Marital Status: Single
- Religion: Evangelical Christian
References
- Michael Malapote, General Virtual Analyst, 09613209245
- Oscar Sebastian Jr, Foundever Baguio Reports Analyst 0999922600
- Tito Mark Cancino, CSR, FOUNDEVER Baguio, 09613619656
Timeline
Workforce Real Time Analyst
Foundever - Amazon
10.2021 - Current
Customer Service Representative
Foundever Baguio - Amazon
04.2021 - 10.2021
Customer Care Representative
Foundever - AT&T ISM
07.2017 - 04.2021
Advance Diploma - Gaming And Animation
Informatics Institute
Diploma - Computer Graphics And Design
Informatics Institute Baguio
High School Diploma -
Krus Na Ligas High School
No Degree -
Fort Del Pilar Elementary School
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