MARVIN JOSH ANJELLO SUAREZ
Las Piñas City,Philippines
Summary
Analytical workforce management professional experienced in monitoring agent performance and optimising staffing levels to achieve service targets. Utilises data-driven insights to enhance real-time operations and resolve issues efficiently. Proficient in workforce tools and reporting, collaborating effectively with team members and stakeholders to drive continuous improvement.
Overview
3
3
Languages
1
1
Certification
15
15
years of professional experience
Work History
Realtime Analyst
Alorica
Quezon City, Philippines
05.2024 - Current
- Monitored and adjusted staffing levels to effectively respond to unexpected volume fluctuations.
- Managed intraday reporting on service performance metrics, identifying and prioritising areas for improvement.
- Ensured optimal staffing for specific queues during each interval to meet real-time demand.
Content Moderator
Alorica
Maktati, Philippines
03.2020 - 04.2024
- Monitored online community interactions, identifying and removing content that violated platform policies.
- Reviewed user reports of potentially harmful or offensive content, taking appropriate action in a timely manner.
- Ensured safe and enjoyable viewing experience for audience by monitoring content compliance.
- Adapted to changes in content policies, maintaining compliance with updated regulations and protecting user safety.
- Managed high volumes of content under tight deadlines, prioritising tasks to address most severe violations first.
Fraud Analyst
Teleperformance
Taguig , Philippines
06.2019 - 12.2019
- Analysed transactional data to identify patterns indicative of fraudulent activity, enhancing detection capabilities.
- Conducted detailed investigations into customer accounts, verifying legitimacy and preventing unauthorised access to sensitive information.
- Reviewed online orders, identifying and flagging potential fraudulent activities to mitigate risk.
- Advised senior management on emerging fraud threats, recommending proactive countermeasures to inform strategic decision-making.
Kitchen Staff Member
Bocadillos
Las Piñas City, Philippines
02.2018 - 09.2018
- Assisted kitchen team in prioritising and fulfilling high-volume orders during peak service periods.
- Followed recipes to achieve food quality and consistency.
- Maintained cleanliness and organisation of cookware and utensils in fast-paced kitchen environment.
- Ensured compliance with food safety regulations for handling, preparation, and storage.
Bagger
Landmark
Makati, Philippines
06.2017 - 12.2017
- Engaged with customers to identify needs and provide tailored service.
- Managed customer complaints through effective communication and resolution strategies.
- Collaborated with team members to meet targets and enhance team output.
- Maintained clean, safe working environments to eliminate accident risks.
Bagger
South Supermarket
Muntinlupa, Philippines
06.2016 - 12.2016
- Engaged with customers to understand needs, delivering tailored service solutions.
- Managed customer complaints through calm communication and effective problem-solving strategies.
- Collaborated with team members to meet and exceed target results.
- Maintained clean, safe working environments to eliminate accident risks.
Personal Assistant
Attorney Rodolfo Soriano Jr.
Pasig, Philippines
02.2015 - 08.2015
- Handled sensitive information with discretion, ensuring compliance with data protection regulations and company policies.
- Updated shared calendars with accurate meeting and event information.
- Scanned and photocopied documents for office team members.
Cashier
Games & Gadget
Las Piñas City, Philippines
03.2014 - 09.2014
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
- Helped customers with specific item requests by answering questions and offering knowledgeable product advice.
- Maintained clean, tidy and organised checkout areas.
Bagger
SM Center
Las Piñas City, Philippines
12.2012 - 04.2013
- Engaged with customers to identify needs and provide tailored service.
- Managed customer complaints using calm communication and effective problem-solving techniques.
- Collaborated with team members to meet and exceed performance targets.
- Maintained clean, safe working environments to eliminate accident risks.
HR Intern
SSS
Muntinlupa, Philippines
07.2011 - 09.2011
- Worked well under pressure to deliver positive, professional HR support.
- Reviewed HR documentation and handbooks regularly and completed timely updates.
- Maintained accurate, well-organised company records.
Education
NVQ Level 3 - Visual Graphics
Dr. Filemon C Aguilar Technology Training Institute
Las Piñas City01-2013
Skills
- Real-time analysis
- Workforce Management
- Performance monitoring
- Fraud detection
- Content moderation
- Process optimisation
- Advanced Excel
- Microsoft Office expertise
- Real-time technologies knowledge
- Data Entry
- Quality assurance
- Attention to detail
- Communication skills
- Customer engagement
- Calendar management
Custom
REALTIME ANALYST, Analytical and detail driven workforce management professional with experience monitoring real time agent performance, schedule adherence, and queue management. Skilled in workforce tools, reporting, and optimizing staffing levels to meet service level targets. Strong problem-solving and communication skills in fast paced contact center environments.
Languages
English
Advanced
C1
Tagalog
Proficient
C2
Bisaya
Advanced
C1
Certification
- [Area of certification] certified
Interests
- Watching movies
- Listening music
- Cosplaying
- Home workout
Timeline
Realtime Analyst
Alorica
05.2024 - Current
Content Moderator
Alorica
03.2020 - 04.2024
Fraud Analyst
Teleperformance
06.2019 - 12.2019
Kitchen Staff Member
Bocadillos
02.2018 - 09.2018
Bagger
Landmark
06.2017 - 12.2017
Bagger
South Supermarket
06.2016 - 12.2016
Personal Assistant
Attorney Rodolfo Soriano Jr.
02.2015 - 08.2015
Cashier
Games & Gadget
03.2014 - 09.2014
Bagger
SM Center
12.2012 - 04.2013
HR Intern
SSS
07.2011 - 09.2011
NVQ Level 3 - Visual Graphics
Dr. Filemon C Aguilar Technology Training Institute