Frederick Catamora
Workforce Real Time Analyst
Holy Spirit Diliman,00
Summary
Energetic self-starter with ability to adapt and work with people with diverse culture and background. Dependable and flexible individual, able to work independently with minimum supervision. Effective team player with strong communication and interpersonal skills.
Overview
4
4
years of professional experience
Work History
Workforce Real-Time Analyst
06.2021 - Current
- Real-Time Monitoring
- Monitor contact volumes (calls, chats, emails) across all queues.
- Track agent adherence to schedules using workforce management (WFM) tools.
- Identify agents out of adherence and notify supervisors for corrective action.
- Service Level Management
- Ensure the team meets SLAs, ASA (Average Speed of Answer), occupancy, and other KPIs in real time.
- Proactively react to spikes or drops in volume to avoid SLA breaches.
- Recommend or execute real-time actions such as reassigning staff or escalating issues.
- Intraday Schedule Management
- Monitor and adjust breaks, lunches, training, coaching, and other off-phone activities based on current and forecasted volume.
- Approve or deny time-off requests based on real-time staffing levels.
Customer Service Representative Level 2
Acquire Intelligence
11.2011 - 06.2021
- Handle Directory Assistance that gives customer information for Australian phone number both (Government, Residential, Business).
- As Level 2 Customer Service Representative I also handle escalation calls.
- Frequently hit target Aht and Qa Score.
Technical Support Representative Level 1
SPI GLOBAL
03.2007 - 06.2011
- Company Overview: formerly EPLDT Ventus
- Responsibilities handle customers technical complain especially the internet connection problem and evaluate for proper escalation.
- Handles billing complain, bill interpretation and billing disputes.
- January 2009 recognized as Top TSR, and QA achiever and February 2009, frequently get perfect attendance during my stay at EPLDT Ventus.
- Formerly EPLDT Ventus
Education
Bachelor Of Science - Computer Science
System Technology Institute
Skills
Workforce optimization
Effective queue management
Daily operations oversight
Excel proficiency
Issue resolution
Personal Information
Date of Birth: 11/10/82
Training
- Leadership, Victory Ortigas, Robinson Galleria Left wing 4th flr, 09/12/18, 08/31/19
- American Accents and Call Center Training, Informatics Computer Institute (Makati), 06/09/06, 06/29/06
- The STI 10th National Youth Convention, Aliw Theatre, 02/08/05, 02/08/05
- Philippine Youth Congress in Information Technology, UP Diliman, UP Theatre, 09/02/04, 09/03/04
- Digital Photography with Picture Editing, STI Fairview, 07/25/03, 07/25/03
- 8th National Information Technology Convention, Philippine International Convention Center, 02/10/03, 02/11/03
Personal Background
Pedrito Catamora, Crispina Velado, 1 older brother, 1 older sister, Reading inspirational and self-help books, Watching TV and/or movies, Browsing the internet in spare time
Timeline
Workforce Real-Time Analyst
06.2021 - Current
Customer Service Representative Level 2
Acquire Intelligence
11.2011 - 06.2021
Technical Support Representative Level 1
SPI GLOBAL
03.2007 - 06.2011
Bachelor Of Science - Computer Science
System Technology Institute