DANNIECA D. PUNZALAN
Taguig City,00
Summary
Experienced analyst prepared for this role with strong focus on data interpretation, financial modeling, and strategic planning. Known for collaboration and delivering results, adaptable to changing needs, and reliable. Skilled in data visualization, problem-solving, and stakeholder communication. Employers value analytical mindset, teamwork, and consistent performance.
Overview
17
17
years of professional experience
Work History
Workforce Capacity Analyst
Citibank NA ROHQ (Regional Operating Headquarters)
05.2022 - 11.2025
- Metric-Driven Analysis & Recommendations: Monitors, evaluates, and analyzes workforce data to inform strategic capacity planning decisions, directly influencing staffing to meet service levels and efficiency goals.
- Root Cause & Process Improvement: Interprets complex data to identify policy gaps and develop new policies, driving process improvements related to capacity and service delivery.
- Risk & Compliance Assurance: Assesses business risks and ensures compliance, maintaining ethical judgment and managing control issues and demonstrating commitment to the Incident Management process integrity.
- Data Proficiency: Daily reliance on data evaluation and analysis, leveraging tools like Microsoft Excel and other Data Management Tools to generate reports and support strategic decisions.
Operations Support Analyst
Citigroup Business Process Solutions
05.2018 - 05.2022
- Stakeholder Communication & Escalation: Served as the primary liaison between business stakeholders and technology, recommending priorities based on options, risks, and timelines—directly supporting the need for clear, fast, articulate communication.
- Project and Compliance Management: Documented current and future states of client reports, providing regular status updates and collaborating with Legal & Compliance to secure sign-off on regulatory requirements, proving the ability to handle complex and sensitive ad hoc tasks and compliance.
- Managed and maintained multiple project plans in parallel, ensuring continuous delivery of client deliverables.
Customer Service Officer
Citigroup Business Process Solutions
03.2016 - 05.2018
- Adherence to Standards & Metrics: Provided world-class service excellence while ensuring efficient and timely resolution of inquiries and maintaining strict compliance with departmental standards and metrics.
- Handled a wide range of customer service concerns including technical, billing, credit, and retention inquiries, providing a deep operational understanding of agent-state anomalies and volume drivers.
Technical Support Representative
247 Inc.
01.2015 - 02.2016
- Gathered, analyzed, and filtered customer information to accurately determine and isolate technical problems, demonstrating data collection and analysis skills.
- Provided step-by-step guidance, often requiring precise input of information into troubleshooting systems.
Customer Service Representative
247 Inc.
03.2012 - 12.2014
- Delivered quality customer service, resolving technical and billing inquiries for customers and third-party partners.
- Explained complex products and services, clarifying issues and offering effective resolutions to prevent recurrence.
- Assisted customers with phone troubleshooting and configurations, and advised on optimal service bundles.
Customer Service Associate
ALORICA PACIFIC RIM
11.2008 - 02.2012
- Metric Adherence: Consistently delivered quality customer service, managing policy concerns while strictly maintaining expected metrics.
- Accountable for receiving, initiating, documenting, and handling telephone transactions according to service agreements, ensuring process compliance.
- Formulated expeditious responses and resolutions to customer inquiries and complaints.
Education
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Philippines05-2008
Secondary Education -
Our Lady of Caysasay Academy
03-2006
Primary Education -
Our Lady of Caysasay Academy
03-2002
Skills
- Workforce management expertise
- Real-time adherence and service level management
- Data analysis proficiency
- Effective communication skills
- Experienced with data management and workforce management tools
- Microsoft office
- Analytical thinking
- MS Excel
- Time management
- Team collaboration and leadership
- Attention to detail
- Documentation and reporting
- Information gathering
- Critical thinking
- Decision-making
- Data processing
- Risk analysis
- Root-cause analysis
- Strategic planning
Languages
English
Timeline
Workforce Capacity Analyst
Citibank NA ROHQ (Regional Operating Headquarters)
05.2022 - 11.2025
Operations Support Analyst
Citigroup Business Process Solutions
05.2018 - 05.2022
Customer Service Officer
Citigroup Business Process Solutions
03.2016 - 05.2018
Technical Support Representative
247 Inc.
01.2015 - 02.2016
Customer Service Representative
247 Inc.
03.2012 - 12.2014
Customer Service Associate
ALORICA PACIFIC RIM
11.2008 - 02.2012
Bachelor of Science - Information Technology
Polytechnic University of The Philippines
Secondary Education -
Our Lady of Caysasay Academy
Primary Education -
Our Lady of Caysasay Academy