Summary
Overview
Work History
Education
Skills
Timeline
Generic
Khaye Decena

Khaye Decena

Mandaue, Cebu

Summary

Dynamic Workforce Real Time Analyst at Metrics Call Services with a proven track record in optimizing scheduling and enhancing service levels. Skilled in data analysis and adept at resolving issues, I successfully reduced absenteeism rates while fostering teamwork and collaboration across departments to align workforce management with business objectives.

Overview

2
2
years of professional experience

Work History

Workforce Real Time Analyst

Metrics Call Services
07.2024 - Current
  • 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.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.

Customer Service Representative

Metrics Call Services
10.2022 - 09.2023
  • 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.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Don Gerardo Ll. Ouano Memorial National High Schoo
8XH4+C2J, 826 G Ouano St, Mandaue City, 6014 Cebu
03-2019

Skills

  • Scheduling optimization
  • Forecasting accuracy
  • Workforce management
  • Service level agreements
  • Queue management
  • Resolving issues
  • Managing schedules
  • Report writing
  • Data analysis
  • Schedule coordination
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking
  • Task prioritization

Timeline

Workforce Real Time Analyst

Metrics Call Services
07.2024 - Current

Customer Service Representative

Metrics Call Services
10.2022 - 09.2023

High School Diploma -

Don Gerardo Ll. Ouano Memorial National High Schoo

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Khaye Decena