Jay Italio

Cebu City, Province Of Cebu,CEB

Summary

Accomplished Workforce Real Time Analyst with expertise in scheduling optimization, forecasting accuracy, and workforce management. Proven ability to enhance service levels and operational efficiency through data analysis and actionable insights.

Dynamic professional with extensive experience in workforce management and customer service. Demonstrates strong analytical skills and teamwork, contributing to improved staffing strategies and enhanced service performance. Committed to leveraging data insights for operational excellence.

Experienced with real-time workforce management, ensuring optimal productivity and adherence to schedules. Utilizes data analysis and strategic planning to drive operational efficiency. Track record of effective communication and collaboration to support team success.

Overview

years of professional experience

Work History

Workforce Real Time Analyst

Intuit Canada / Foundever Asia

Cebu City, Province Of Cebu, Philippines

09.2018 - Current

Analyzed real-time data to optimize workforce allocation and enhance service levels.
Monitored call volumes and agent performance, providing actionable insights for staffing adjustments.
Developed forecasting models to predict workload trends and improve resource planning accuracy.
Collaborated with management to implement process improvements that increased operational efficiency.
Trained team members on real-time monitoring tools and best practices for performance management.
Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
Managed overtime, shift swaps, breaks and PTO requests.

Customer Service Representative

SYKES

Cebu City, Province Of Cebu, Philippines

10.2013 - 08.2018

Resolved customer inquiries efficiently through multi-channel support including phone, email, and chat.
Provided thorough product information to enhance customer understanding and satisfaction.
Escalated complex issues to appropriate departments for timely resolution.
Trained new team members on systems and processes to ensure smooth operations.
Implemented feedback mechanisms to gather insights for service improvement initiatives.
Analyzed customer feedback trends to identify areas for service enhancement and operational efficiency.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Contributed to sales growth by upselling products and services based on individual customer requirements.
Improved resolution time with effective problem-solving for customer complaints.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

Education

Practical Nursing

Missionaries of The Poor

Kingston, Jamaica, West Indies

12-2009

High School Diploma -

The Sisters of Mary Boystown School

Minglanilla, Province Of Cebu, Philippines

12-2003

Skills

Scheduling optimization
Forecasting accuracy
Workforce management
Service level agreements
Queue management
Intraday management

Staffing adjustments
Microsoft Excel
Monitoring tests
Teamwork and collaboration
Managing schedules

Timeline