
Experienced Workforce Analyst with over 2 and half years of experience in BPO, first half of that as an agent. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel when given a new task or project.
• Expertise in handling forecasting
• Identify, analyze and interpret arrival patterns or trend
• Ensure that requirements are aligned with the current schedule in order to meet the desired target given
• Perform resizing based on the 4 week or 3 months data trend.
• Optimizing schedule breaks to make sure line adherence or service level will be met.
• Handling business review with the clients/vendor managers - providing insights, reports, and figures about the passed/failed metrics
• Discussing per interval projection and mitigation to the operations to secure a passing score week-over-week and assure that metrics are hit by end of the month.
• Provides good customer service experience
• Discussed the information of the products and supply advices to the customers
• Was able to handle upselling since the product is about cosmetics
• Provides good customer experience
• Troubleshoot technical concerns most especially "Kindle" devices
• Pioneer of the Amazon Instant Video" lob
Microsoft Office
Managing Schedules
Reporting and Accuracy
Google Sheets