Joana Marie Miclat
Workforce Analyst
Makati City
Overview
8
8
years of professional experience
Work History
Workforce Analyst
Startek Philippines
Frontera Verde, Pasig Philippines
06.2023 - Current
- Develop accurate forecasts of staffing needs based on historical data, business trends, and operational requirements.
- Monitor workforce performance metrics and identify opportunities for improvement to enhance employee productivity and engagement.
- Collaborate with cross-functional teams to develop workforce plans aligned with organizational goals and objectives.
- Prepare and present workforce analytics reports to senior management and stakeholders, providing actionable recommendations for decision-making.
Data Analyst
Startek Philippines
Jupiter, Makati, Metro Manila
11.2021 - 06.2023
- Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
- Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
Report Specialist
Startek Philippines
Jupiter, Makati, Metro Manila
05.2019 - 11.2021
- Assisted in data collection, cleaning, and preprocessing tasks.
- Conducted exploratory data analysis to uncover insights and trends.
- Prepared reports and presentations summarizing analysis results for stakeholders.
Customer Service Representative
Startek Philippines
Jupiter, Makati, Metro Manila
02.2016 - 05.2019
- Resolve customer complaints and concerns promptly, addressing root causes and finding appropriate solutions to meet customers' needs.
- Meet and exceed performance metrics, including call quality, customer satisfaction scores, and average handling time.
- Participate in ongoing training and development programs to enhance product knowledge, customer service skills, and professional growth.
Education
Bachelor of Science - Information Technology
STI College
Las Pinas, Philippines 04.2001 -
Skills
- Intraday Management
- Forecasting and Planning
- Data Analysis
- Data Visualization
- Reporting and Communication
- Analyzing patterns
- Microsoft Excel
- Queue management
- Capacity Planning
Referrence
Mary Anne Diesta
Maryannediesta@gmail.com
Jocelle Villafuerte
Operations Manager
+639198994549
Jocelle.Villafuerte@startek.com
Marvin Sura
Workforce Management Manager
+639178894068
Marvin.Sura@startek.com
Maria Aiza Dino
Workforce Management Director
+639209816046
MariaAiza.Dino@startek.com
Luis DeCastro
Operations Senior Manager
+639175488231
Luis.DeCastro@startek.com
Timeline
Workforce Analyst
Startek Philippines
06.2023 - Current
Data Analyst
Startek Philippines
11.2021 - 06.2023
Report Specialist
Startek Philippines
05.2019 - 11.2021
Customer Service Representative
Startek Philippines
02.2016 - 05.2019
Bachelor of Science - Information Technology
STI College
04.2001 -