Mary Antonette Bernardo
Real Time Analyst
Calumpit, Province of Bulacan
Summary
Dynamic Workforce Real Time Analyst with a proven track record at Sagility, enhancing service levels and customer satisfaction through expert workforce management and analytical skills. Excelled in scheduling optimization and data analysis, boosting efficiency and productivity. Demonstrated empathy and professionalism in high-stress situations, fostering loyalty and repeat business.
Overview
7
7
years of professional experience
Work History
Workforce Real Time Analyst
Sagility
02.2021 - Current
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Optimized schedules, forecasts and other tools to present to management.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Prepared and maintained reports, dashboards and monthly packages.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
- Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
- Mitigated risks associated with high call volume periods, developing contingency plans for unexpected events or spikes in demand.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
- Boosted overall productivity, conducting regular performance analysis to identify opportunities for improvement in workforce management processes.
- Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
- Created a positive work environment that fostered team collaboration; prioritized staff morale through regular check-ins and transparent communication of expectations across all agents'' workflows.
- Provided valuable insights on call center operations; helping managers make informed decisions regarding staffing requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Customer Service Representative
HGS
02.2019 - 02.2021
- 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.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
Tech Mahindra
09.2018 - 02.2019
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Tech Mahindra
10.2017 - 01.2018
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate Communication Technology
Bulacan State Univerisity
Malolos06-2017
Skills
Workforce Management
Service Level Agreements
Queue management
Staffing Adjustments
Scheduling Optimization
Managing schedules
KPI Monitoring
Capacity Planning
Forecasting Accuracy
Intraday Management
Data Analysis
Staffing requirements
Analytical Skills
Time Management
Timeline
Workforce Real Time Analyst
Sagility
02.2021 - Current
Customer Service Representative
HGS
02.2019 - 02.2021
Customer Service Representative
Tech Mahindra
09.2018 - 02.2019
Customer Service Representative
Tech Mahindra
10.2017 - 01.2018
Associate Communication Technology
Bulacan State Univerisity
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