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
Mandaue City, Province Of Cebu, Philippines
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
Mandaue City, Province Of Cebu, Philippines
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 Cebu03-2019
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