Jose Michelangelo Lopez
Antipolo City, Province Of Rizal
Summary
Proven Workforce Real Time Analyst with a track record of enhancing service levels and efficiency at Teleperformance. Reduced absenteeism rates and improved workforce management, ensuring compliance with labor laws. My skills in Microsoft Excel have driven tangible improvements in operational performance.
Experienced with real-time workforce management, ensuring optimal productivity and adherence to schedules. Utilizes data analysis and strategic planning to drive operational efficiency. Track record of effective communication and collaboration to support team success.
Overview
10
10
years of professional experience
Work History
Workforce Real Time Analyst
The Results Company, Alaskaland
10.2020 - Current
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Workforce Real Time Analyst
Teleperformance
07.2018 - 10.2020
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Optimized schedules, forecasts and other tools to present to management.
Customer Service Representative
Teleperformance
03.2015 - 07.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Baptist Bible Seminary & Institute
Taytay, Province Of Rizal, PhilippinesSkills
- Scheduling optimization
- Customer service
- Forecasting accuracy
- Data entry
- Service level agreements
- Queue management
- Call volume prediction
- Intraday management
- Microsoft Excel
Timeline
Workforce Real Time Analyst
The Results Company, Alaskaland
10.2020 - Current
Workforce Real Time Analyst
Teleperformance
07.2018 - 10.2020
Customer Service Representative
Teleperformance
03.2015 - 07.2018
High School Diploma -
Baptist Bible Seminary & Institute
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