Jesrael Angeles
Sr Representative Workforce Analyst
Quezon City
Summary
Professional with strong background in workforce analysis, adept at optimizing operational efficiency and enhancing data-driven decision-making. Skilled in data analysis, forecasting, and performance metrics, bringing strategic approach to workforce management. Known for fostering team collaboration, adapting to changing needs, and consistently delivering impactful results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Representative Workforce Analyst
Concentrix
09.2024 - 05.2026
- Developed customized reports for various departments, enhancing their ability to make data-informed decisions related to staffing needs.
- Led cross-functional teams in the execution of process improvement projects, resulting in increased operational effectiveness.
- Streamlined workforce management processes, implementing efficient systems for tracking productivity and performance.
- Conducted regular reviews of workload distribution among teams, ensuring balanced allocation of resources across the organization.
- Provided insightful reporting on key workforce metrics, enabling informed decision-making by senior leadership.
- Maintained up-to-date knowledge of industry trends and best practices, ensuring the organization''s workforce strategies remained competitive in the marketplace.
- Served as a subject matter expert on workforce analytics best practices, regularly consulting with internal stakeholders to optimize their usage of available data sources.
- Evaluated the effectiveness of various incentive programs designed to motivate employees towards achieving desired performance levels, leading to better outcomes across all measures assessed over time frames specified by clients or supervisors alike.
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
Social Media Content Creator
Taskus
06.2021 - 08.2024
- Managed content across multiple platforms for widest audience reach.
- Managed competing deadlines with efficiency.
- Consulted with editors to shape story and eliminate any errors.
- Edited and proofread drafts of articles and other documents.
Technical Support Representative
Sykes
07.2019 - 03.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
Content Moderator
Wipro Inc
02.2019 - 06.2019
- Approved, reviewed and edited content flowing to website.
- Managed content distribution to online channels and social media platforms.
- Monitored website analytics and metrics to track content performance and identify areas of improvement.
Chat Support Representative
Alorica
06.2018 - 02.2019
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Handled inbound customer chat conversations from various websites.
Sales Representative / Workforce Analyst
Qualfon Manila
11.2016 - 06.2018
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Generated weekly and monthly reports on sales performance to provide recommendations to meet sales goals.
- Trained and mentored new sales representatives.
Customer Service Associate
Concentrix
08.2016 - 11.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
Customer Service Associate
Convergys
03.2016 - 08.2016
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
Customer Service Associate
Tech Mahindra LTD
02.2014 - 03.2016
- Inventory Management/Email Escalations
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
Education
Bachelor of Science - Computer Technology
EARIST
Manila03.2014
Associate of Science - Electronics Technology
EARIST
Manila03.2011
High School Diploma - undefined
EARIST Laboratory High School
Manila03.2009
GED - undefined
BagongDiwaElementary School
Manila03.2004
Skills
TECHNICAL SKILLS Upper intermediate
Computer Literate Advanced
Encoding Data Upper intermediate
Editing Pictures Upper intermediate
Operations management
Advanced data analysis
Workforce forecasting
Microsoft Excel
Resolving issues
Workforce management
Data analysis
Data collection & research
KPI monitoring
Business forecasting
Workforce management tools
Certification
2022-04 GOOGLE ADS Certification
Timeline
Sr. Representative Workforce Analyst
Concentrix
09.2024 - 05.2026
Social Media Content Creator
Taskus
06.2021 - 08.2024
Technical Support Representative
Sykes
07.2019 - 03.2021
Content Moderator
Wipro Inc
02.2019 - 06.2019
Chat Support Representative
Alorica
06.2018 - 02.2019
Sales Representative / Workforce Analyst
Qualfon Manila
11.2016 - 06.2018
Customer Service Associate
Concentrix
08.2016 - 11.2016
Customer Service Associate
Convergys
03.2016 - 08.2016
Customer Service Associate
Tech Mahindra LTD
02.2014 - 03.2016
Associate of Science - Electronics Technology
EARIST
High School Diploma - undefined
EARIST Laboratory High School
GED - undefined
BagongDiwaElementary School
Bachelor of Science - Computer Technology
EARIST