Jasper John Borlongan
Real Time Analyst
Pasig City
Summary
Real-Time Analysis Professional with robust expertise in workforce management, data analysis, scheduling and forecasting. Proven track record of optimizing operational efficiency and supporting team success through adaptive strategies. Strong analytical skills, attention to detail, and collaborative mindset drive consistent results in dynamic environments. Proficient in utilizing performance metrics and real-time data to inform decision-making and improve service delivery.
Overview
13
13
years of professional experience
12
12
years of post-secondary education
Work History
Real Time Analyst (Bell)
Quantrics Enterprise Inc.
05.2023 - Current
- Reporting directly to client
- Part of the Spend and Performance Team
- Implements contingency plans and communicate strategies to stake holders and call center partners
- Communicate and/or implement contingency process in case of system downtime and outages
- Manage call routings
- Manage call allocations
- Communicate results to leadership and management
- Real time support for workforce teams and internal Operations
Intraday Analyst
Quantrics Enterprise Inc.
04.2022 - 05.2023
- Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business
- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines
Scheduling Analyst
Concentrix
06.2021 - 01.2022
- Ensure schedules are generated on a regular basis to maximize efficiency of resources
- Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
- Provide Vacation Leave availability
- Provide and maintain Intra-day Performance report
- Ensure data integrity within WFM system
- Capture, store, and report historical statistics
- Provide and create New Hire and Department Shift Bids
- Collaborate with multiple staff to identify scheduling requirements
- Establish and maintain communication channels to ensure scheduling and resources are met
Mission Control Analyst
08.2020 - 06.2021
- Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business
- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines
Customer Service \ Technical Support Representative
09.2019 - 07.2020
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Order tests that could determine the causes of product malfunctions
Scheduling Analyst
Transcom Worldwide
10.2017 - 08.2019
- Ensure schedules are generated on a regular basis to maximize efficiency of resources
- Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
- Provide Vacation leave availability
- Provide and maintain Intra-day Performance report
- Ensure data integrity within WFM system
- Capture, store and report on historical statistics
- Provide and create New Hire and Department Shift Bids
- Collaborate with multiple staff to identify scheduling requirements
- Establish and maintain communication channels to ensure scheduling and resources are met
Mission Control Analyst
01.2015 - 10.2017
- Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business
- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines
Customer Service \ Technical Support Representative
04.2014 - 12.2014
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Order tests that could determine the causes of product malfunctions
Customer Service \ Technical Support Representative
EGS
07.2012 - 03.2014
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Order tests that could determine the causes of product malfunctions
Education
Bachelor of Science - Nursing
Our Lady of Fatima University
01.2006 - 01.2008
High School Diploma - undefined
Assumpta Academy
01.1996 - 01.2006
Skills
- IEX
- Verint
- Aspect-WFM
- Routing Automation System
- Genesys CME
- MS Office
WFM Tools
- Experienced In Practical Applications
- Communicative and influential
- Innovative Problem-Solving
- Systematic Workflow Management
- Inspirational leadership
Timeline
Real Time Analyst (Bell)
Quantrics Enterprise Inc.
05.2023 - Current
Intraday Analyst
Quantrics Enterprise Inc.
04.2022 - 05.2023
Scheduling Analyst
Concentrix
06.2021 - 01.2022
Mission Control Analyst
08.2020 - 06.2021
Customer Service \ Technical Support Representative
09.2019 - 07.2020
Scheduling Analyst
Transcom Worldwide
10.2017 - 08.2019
Mission Control Analyst
01.2015 - 10.2017
Customer Service \ Technical Support Representative
04.2014 - 12.2014
Customer Service \ Technical Support Representative
EGS
07.2012 - 03.2014
Bachelor of Science - Nursing
Our Lady of Fatima University
01.2006 - 01.2008
High School Diploma - undefined
Assumpta Academy
01.1996 - 01.2006
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