Daren Batoon
Resource Optimization Senior Associate
Pasig,00
Summary
- Experienced Workforce Real-Time Analyst with a proven track record of improving service levels at Google Operations Center and Sitel Philippines. I'm skilled in using workforce management and analytical tools to optimize queue management and scheduling, even in high-pressure situations. I've taken the initiative to develop tools and conduct training sessions, which have significantly boosted team productivity and improved stakeholder satisfaction.
- I'm a highly analytical and results-oriented professional with strong communication skills and a proven ability to adapt quickly. I'm a dedicated team player who is eager to contribute and further develop my skills. I bring a positive attitude and a commitment to continuous learning and growth to every endeavor.
- Eager to take on a full-time role where I can tackle interesting challenges, build strong relationships, and put my time management and problem-solving skills to work.
Overview
8
8
years of professional experience
7
7
Certifications
Work History
Workforce Real Time Analyst (Command Center)
Google Operations Center
06.2021 - Current
- Enhanced service level performance by analyzing real-time data trends and providing actionable insights to stakeholders.
- Managed real-time queues for multiple vendors partners across all Google products
- Supported vendor WFM teams by providing timely and accurate information on current queues and providing recommendations
- Prepared and maintained reports and dashboard to provide accurate information to our stake holders
- Effectively manages incidents by triaging issues and collaborating with the vWFM team to accurately identify and resolve problems.
- Ensure Google Support products consistently perform within established thresholds by actively monitoring their performance.
- Developed reporting tools to assist supervisors in tracking key performance indicators related to vendor statistics.
- Enhance co-analyst productivity by developing automated dashboard tools.
- Conducted ongoing training sessions; increasing job preparedness amongst workers.
- Conducted ongoing training sessions; increasing job preparedness amongst the team
- Create comprehensive user guides for all dashboards and tools developed, providing end-users with clear instructions and support.
- Ensured accurate and reliable results by conducting thorough quality checks on all reports.
Workforce Real Time Analyst
Sitel Philippines
04.2019 - 06.2021
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared and maintained reports, dashboards and monthly packages.
- Optimized schedules, forecasts and other tools to present to management.
Customer Service Representative
Sitel Philippines
03.2017 - 04.2021
- 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.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Bachelor of Science - Information Technology
University of The East
Manila, Metro Manila, Philippines 04.2001 -
Skills
Workforce Management
Service Level Agreements
Queue management
Staffing Adjustments
Scheduling Optimization
Microsoft Excel
Analyzing patterns
Google Sheet
Google Docs
Google Slides
Microsoft Word
Multitasking Abilities
Dependable and Responsible
Calm Under Pressure
Certification
Google Sheets Essential Training (2021)
Timeline
Learning Cloud Computing: Core Concepts
12-2023
Database Foundations: Intro to Databases
01-2023
Learning Data Analytics: 1 Foundations
08-2022
Six Sigma Foundations
07-2022
Google Sheets Essential Training (2021)
12-2021
Google Sheets: Advanced Formulas and Functions
11-2021
Workforce Real Time Analyst (Command Center)
Google Operations Center
06.2021 - Current
Managing Up as an Employee
10-2020
Workforce Real Time Analyst
Sitel Philippines
04.2019 - 06.2021
Customer Service Representative
Sitel Philippines
03.2017 - 04.2021
Bachelor of Science - Information Technology
University of The East
04.2001 -