Power BI
Jamaica Rannah Alcantara
Workforce Management Associate - Real Time Analysts
Summary
Dynamic Workforce Management Analyst at Accenture Inc, skilled in scheduling optimization and data analysis. Achieved improved resource utilization through innovative process enhancements. Adept at mentoring and fostering collaboration, I leverage Microsoft Excel to drive strategic workforce planning and deliver impactful results while maintaining strong communication with cross-functional teams.
Overview
7
7
years of professional experience
Work History
Workforce Management Analyst
Accenture Inc
05.2023 - Current
- Established clear communication channels among staff members regarding scheduling updates or conflicts.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Mentored junior analysts on best practices in workforce management analytics techniques.
- Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.
- Identified inefficiencies in current scheduling processes, implementing changes that resulted in improved resource utilization.
- Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Provided real-time support during high-volume periods, ensuring adequate staffing levels and minimizing wait times.
- Optimized workforce scheduling by analyzing historical data and identifying trends.
Network Operations Analyst
Accenture Inc
04.2020 - 05.2023
- Developed comprehensive disaster recovery plans to minimize data loss during unforeseen events.
- Enhanced network performance by proactively monitoring and troubleshooting system issues.
- Optimized network operations by analyzing data trends and recommending improvements.
- Coordinated with vendors to resolve complex technical issues and ensure optimal performance of third-party systems integrated into the company''s network infrastructure.
- Improved end-user satisfaction levels through proactive support efforts, timely communication, and effective problem-solving techniques applied in addressing their concerns.
Customer Service Representative
Wipro Philippines
05.2018 - 03.2019
- 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.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Bachelor of Science - Bachelor of Secondary Education Major in Math
Palompon Institute of Technology
Palompon, Leyte 04.2001 -
Skills
Scheduling optimization
Workforce planning
Forecasting techniques
Microsoft Excel
Workforce management
Report writing
Data analysis
Cost analysis
Capacity planning
Workforce management tools
Microsoft office
Software
Power Query
Microsoft 365
Timeline
Workforce Management Analyst
Accenture Inc
05.2023 - Current
Network Operations Analyst
Accenture Inc
04.2020 - 05.2023
Customer Service Representative
Wipro Philippines
05.2018 - 03.2019
Bachelor of Science - Bachelor of Secondary Education Major in Math
Palompon Institute of Technology
04.2001 -