JOZEP LINUS SAN FELIPE
Workforce Management Specialist
Binangonan, Province Of Rizal
Summary
Experienced with project management, resource allocation, and strategic planning. Utilizes analytical skills to develop and implement effective plans that meet organizational goals. Track record of enhancing operational efficiency through collaboration and problem-solving.
Overview
5
5
years of professional experience
4
4
Certifications
Work History
Workforce Management Specialist
Hinduja Global Solutions
03.2024 - Current
- Successfully managed multiple high-priority projects simultaneously while maintaining strict deadlines.
- Collaborated with cross-functional teams to align goals and ensure project success.
- Managed real-time inbound call traffic across multiple contact center locations.
- Improved employee satisfaction through the implementation of a fair and balanced scheduling system.
- Reduced employee turnover by implementing a transparent process for shift bidding and schedule change requests, fostering a sense of fairness among staff members.
Workforce Analyst
Hinduja Global Solutions
03.2023 - 03.2024
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports, and tracking spreadsheets using Microsoft Excel, PowerBI and Google Sheets.
Line Trainer BPO
Hinduja Global Solutions
04.2022 - 03.2023
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Collaborated with subject matter experts to create accurate training content.
Back Office Agent SAP
Hinduja Global Solutions
05.2022 - 04.2024
- Informed clients of policies and procedures.
- Improved customer satisfaction rates by addressing claimant concerns promptly and providing clear explanations of policy coverage.
- Stayed current on industry trends and regulatory changes by attending conferences, seminars, and professional development workshops.
Customer Service Representative
Concentrix
11.2020 - 06.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Information Technology
Technological Institute of The Philippines
Quezon City 05.2001 -
Skills
Scheduling optimization
Demand forecasting
Workforce planning
Microsoft Excel
Data management
Accomplishments
- Documented and resolved scheduling issues for an understaffed campaign which led to meeting SLAs even with a negative Over and Under.
- Collaborated with team of multiple capacity planners in the intergration of 'Adaptive' to Success Factors.
- Supervised team of 7 Real Time Analysts.
Certification
Capacity Plan Training
Timeline
Workforce Management Specialist
Hinduja Global Solutions
03.2024 - Current
Capacity Plan Training
03-2024
Contact Center Scheduling
07-2023
Workforce Analyst
Hinduja Global Solutions
03.2023 - 03.2024
Coaching 101
11-2022
SMART: Goal setting
10-2022
Back Office Agent SAP
Hinduja Global Solutions
05.2022 - 04.2024
Line Trainer BPO
Hinduja Global Solutions
04.2022 - 03.2023
Customer Service Representative
Concentrix
11.2020 - 06.2021
Bachelor of Science - Information Technology
Technological Institute of The Philippines
05.2001 -
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