DENNIS LEAL
TALISAY
Summary
Highly experienced Workforce Management professional with over 10 years of hands-on expertise in forecasting, scheduling, real-time monitoring, and workforce analytics. Specialized as a NICE IEX Administrator with nearly 3 years of system administration and WFM support, managing management units, queues, skills, and distribution roles for global operations. Proven background as a Real-Time Analyst (3 years) and WFM Analyst Supervisor (5 years), with strong proficiency in Excel-based reporting, troubleshooting WFM issues, and optimizing workforce efficiency in fast-paced, high-volume environments.
Overview
13
13
years of professional experience
Work History
Nice IEX Administrator
Iqor Ph
Talisay, Province Of Negros Occidental, Philippines
11.2022 - Current
- Handled Service Requests and Incident tickets via Support Hub ticketing system for NICE products (WFM, EEM, WebStation).
- Implemented technology solutions to optimize administrative tasks and reduce errors.
- Led initiatives to improve office productivity through process enhancements.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Provided real-time technical support for critical issues during conference calls (ACD unknown statuses, forecasting errors, etc.).
- Built and configured NICE IEX Programs/Line of Business, including Management Units, Skills, Queues, and Distribution Roles.
- Performed troubleshooting, password resets, and technical resolutions for integrated Line of Business applications.
- Acted as escalation point and liaison between support teams and clients of all Accounts/Programs under iQor.
- Supported all WFM Teams for all WFM personnel under iQor for all escalations, issues and handled Conference call whenever there is any issues on their end.
WORKFORCE SUPERVISOR
IQOR PHILIPPINES
Talisay, Negros Occidental, Philippines
04.2016 - 04.2022
- Ensure appropriate data management in order to provide accurate reporting as a basis for the decision Making process.
- Responsible for mentoring the WFM team to ensure that they are fully aware of the Performance expectation of the account.
- Supervise the performance of an assigned WFM and provides constructive feedback to improve performance and morale.
- Assists in overseeing Daily Performance of the Forecast and Schedule Analyst.
- Aids in monitoring daily, weekly, monthly center Performance, alerts management of discrepancies Or issues around volume fluctuations. Maintains monthly forecasting processes.
- Audit IEX. Picasso, CRO, CCR to ensure correct Agent Data, IDs, Alignment, Profiles and Skill
- Oversaw daily operations, ensuring adherence to quality standards and performance metrics.
- Developed training programs, enhancing employee skills and operational efficiency.
REAL TIME ANALYST
IQOR PHILIPPINES
Dasmarinas, Cavite, Philippines
09.2014 - 04.2016
- Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives.
- Monitors site to ensure optimal staffing levels.
- Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.
- Administers volume contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
- Keys daily exceptions requests, updates schedules and responds to escalated issues and ad-hoc requests.
- Ensures that all reports originating from the department are accurate and reliable.
- Intra-day Performance-manage forecast to actual by 30 minutes, in order to meet service levels and efficiency.
- Provides s hourly communication on all aspects of the contact center performance.
CLIENT SUPPORT ANALYST/MOBILE RTA
CONCUR TECHNOLOGIES, INC
Pasay City, Philippines
06.2013 - 08.2014
- Receive client inquiries primarily via a CRM tool, regarding product functionality or problems; research with the client to fully diagnose the issue then develop creative solutions and respond within established timelines.
- Provide consultative guidance to customers towards the resolution to their service issue.
- Logically diagnose and resolve basic to intermediate issues or determine resources required to resolve.
- Interface with other Concur departments as necessary to resolve customer issues.
- Proper escalation and routing of customer issues and requests/ effectively manage expectations that are set with customers.
- Maintain accurate, high-quality and timely documentation for all steps and activities undertaken in order to resolve client issues/questions.
- Maintain working knowledge of Concur Travel products including new releases and new products.
- Performs minimal RTA roles.
- Queue Monitoring-Monitors site performance to ensure service levels metrics are met and are not negatively impacting other metrics.
- Reviews hold time and availability, request skill changes as appropriate to ensure queues do not jeopardize customers' satisfaction.
- Real Time Adherence-Oversees minute by minute contact center queue management.
Education
COGON CENTRAL SCHOOL
01.1996
INFORMATION & TECHNOLOGY
SYSTEMS TECHNOLOGY INSTITUTE
01.2005
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EAST VISAYAN ADVENTIST ACADEMY
01.2000
Skills
- Proficient in MS Excel
- Macro
- MS Word
- IEX V312 & Up
- Customer service
- Data entry
- Attention to detail
- Recordkeeping and file management
- Administrative support
- MS office
- Documentation and reporting
- Decision-making
- Team building and leadership
- Data confidentiality
- Team collaboration
- CCR
- Planning
- Implementing
- Utilizing
- Supporting a workforce management system
- Analyzing call center trends
- Strong communicator
- Strong management abilities
- Ability to work in a fast-paced environment
- Multi-tasking
- Problem Solving
- Analytical Skills
Timeline
Nice IEX Administrator
Iqor Ph
11.2022 - Current
WORKFORCE SUPERVISOR
IQOR PHILIPPINES
04.2016 - 04.2022
REAL TIME ANALYST
IQOR PHILIPPINES
09.2014 - 04.2016
CLIENT SUPPORT ANALYST/MOBILE RTA
CONCUR TECHNOLOGIES, INC
06.2013 - 08.2014
INFORMATION & TECHNOLOGY
SYSTEMS TECHNOLOGY INSTITUTE
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EAST VISAYAN ADVENTIST ACADEMY
COGON CENTRAL SCHOOL
References
Available upon request
Personal Information
- Age: 43
- Date of Birth: 1982-06-04
- Religion: Roman Catholic
Trainings And Seminars
TESDA COMPUTER HARDWARE SERVICING NC11, 40 HOURS, It covers basic to advanced troubleshooting and servicing strategies, PC Assembly, Hardware Configuration & Servicing, TROUBLESHOOTING & RECOVERY.
Riding Motorcycles
Outside of work, I’m an avid motorcycle rider and the creator of a small but growing Facebook page called LiL MotoDiaries, which has reached 10,000 followers. Riding motorcycles is more than a hobby for me—it reflects my appreciation for focus, discipline, and freedom. Long rides help me reset mentally, stay sharp, and maintain balance, which positively impacts how I approach my professional responsibilities. Managing a social media page has also strengthened my consistency, time management, and ability to engage an audience.