Fherzannie Mae Delima

Workforce Analytics & Reporting

• Designed and automated workforce utilization reports using Microsoft Excel, reducing manual reporting efforts and improving reporting accuracy for daily operations.
• Generated and analyzed operational KPIs, enabling leadership teams to make informed workforce planning and resource allocation decisions.

Operational Performance Management

• Monitored and analyzed employee occupancy, utilization, and performance metrics to identify trends and improve workforce efficiency.
• Collaborated with operations leaders to implement corrective actions based on real-time workforce data and performance insights. Evaluated operational trends and staffing requirements to minimize productivity losses and support service-level objectives.

Stakeholder Communication & Business Support

• Presented operational reports and performance insights to stakeholders, facilitating data-driven decision-making.
• Translated complex workforce data into actionable recommendations, improving operational visibility and resource management.

Queue Management & Compliance

• Managed high-volume ticket-processing queues while maintaining 100% compliance with internal SLA requirements.
• Streamlined ticket workflows and prioritization processes, ensuring timely issue resolution and operational consistency.

• Reviewed and evaluated platform content per company policies, ensuring compliance and operational accuracy.

• Analyzed complex cases using critical thinking and decision-making skills to support policy enforcement objectives.

• Collaborated with global teams to maintain consistent policy application and operational excellence.

• Managed multiple workstreams simultaneously, consistently meeting productivity, quality, and turnaround-time expectations.

• Adapted quickly to evolving business processes, operational procedures, and policy enhancements while maintaining performance standards.

• Supported knowledge-sharing initiatives and team collaboration efforts to improve operational effectiveness and employee engagement.

• Developed and delivered engaging mathematics lessons to improve student understanding and academic performance.

• Implemented problem-solving and analytical learning strategies that enhanced classroom participation and learning outcomes.

• Monitored and evaluated student performance data to identify learning gaps and implement targeted interventions.

• Collaborated with fellow educators and parents to support student development and academic success.

• Mentored students through individualized learning approaches, improving confidence and subject comprehension.

• SYDP Scholar, 2014 from Quezon City Scholarship and Youth Development Program
• Academic Scholar