Summary
Overview
Work History
Education
Skills
Software
Timeline
BusinessAnalyst
Jamaica Rannah Alcantara

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  • Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and accessibility.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

Software

Power BI

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 -

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Jamaica Rannah AlcantaraWorkforce Management Associate - Real Time Analysts