Johndel Mangila
Real Time Analyst
Bacoor, Province Of Cavite,CAV
Summary
Accomplished Workforce Real Time Analyst with a proven track record at Coinbase, enhancing service levels by adeptly managing workforce allocation and performing in-depth real-time data analysis. Skilled in workforce management and incident management, demonstrated exceptional problem-solving abilities and a commitment to maintaining high-quality standards, resulting in significant operational efficiencies. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to existing strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities.
Overview
9
9
years of professional experience
Work History
Workforce Real Time Analyst
Coinbase
04.2023 - Current
- 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.
- Coordinated with different teams to investigate and resolved technical issues and incidents reported by customers and internal employees
- Streamlined the daily functions for better efficiency, implementing new templates and dashboards
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
Workforce Real Time Analyst
Movate Philippines
10.2021 - 04.2023
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
Customer Service Representative
Hexaware Technologies
11.2020 - 10.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Reports Analyst
IGT Solutions
07.2018 - 11.2020
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Maintained strict adherence to data privacy regulations while handling sensitive information.
- Standardized reporting templates across departments for consistent data representation.
- Conducted thorough quality checks on all reports, ensuring accurate and reliable results.
Account Resolution Specialist
Alorica
09.2016 - 05.2018
- Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.
- Organized regular meetings with clients to discuss their accounts status, reinforcing trust and promoting long-term business partnerships.
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
- Prevented revenue loss by promptly identifying and addressing potential payment delinquencies.
IT Field Technician
RX Services
03.2015 - 03.2016
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Maintained detailed documentation regarding all aspects of IT infrastructure such as network configurations, hardware specifications, and software licenses.
- Reduced downtime for clients with prompt response to technical issues and effective problem-solving skills.
- Managed inventory of hardware components, keeping track of equipment status and ensuring timely replacement when necessary.
Education
Bachelor of Science - Computer Science
04.2001 -
Skills
Workforce Management
Timeline
Workforce Real Time Analyst - Coinbase
04.2023 - Current
Workforce Real Time Analyst - Movate Philippines
10.2021 - 04.2023
Customer Service Representative - Hexaware Technologies
11.2020 - 10.2021
Reports Analyst - IGT Solutions
07.2018 - 11.2020
Account Resolution Specialist - Alorica
09.2016 - 05.2018
IT Field Technician - RX Services
03.2015 - 03.2016
Cavite State University - Bacoor Campus - Bachelor of Science, Computer Science
04.2001 -
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