Joana Marie Miclat
Workforce Analyst
Makati City
Overview
8
8
years of professional experience
Work History
Workforce Analyst
Startek 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
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
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
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 -
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