Michael James David
Sr. Workforce Analyst
Cagayan De Oro
Summary
Dedicated Senior Workforce Analyst with 3 years of experience in optimizing workforce operations and driving data-driven decision-making. Adept at analyzing workforce metrics, identifying trends, and developing strategies to enhance productivity and employee performance. Proven track record of implementing workforce management solutions to meet business goals, reduce operational costs, and improve overall efficiency. Skilled in forecasting labor requirements, creating staffing schedules, and optimizing workforce allocation. Proficient in utilizing advanced analytics tools and software to provide actionable insights to senior management. Strong communicator and collaborator, known for fostering cross-functional relationships and leading successful teams to achieve operational excellence.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Representative
Synnex Concentrix Inc
Cagayan de Oro
01.2016 - 02.2020
- Managed high levels of call flow and responded to both customer and technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Realtime Analyst, Workforce Management
Synnex Concentrix Inc
Cagayan de Oro
02.2020 - 03.2021
- 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.
- Produced and updated documents, reports and tracking spreadsheets using Zendesk, Salesforce and various CRM.
- Managed overtime, shift swaps, breaks and PTO requests.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Resource Planner & Scheduler, Workforce Management
Synnex Concentrix Inc
Cagayan de Oro
03.2021 - 10.2021
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Optimized schedules, forecasts and other tools to present to management.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Provided training on dashboard and package development to team members and management.
- Prepared and maintained reports, dashboards and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
Senior Workforce Analyst
Support Zebra
Cagayan de Oro
03.2022 - 10.2023
- Spearhead new Programs to ensure effective and efficient processes and reports.
- 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.
- Produced and updated documents, reports and tracking spreadsheets using Zendesk, Salesforce, RingCentral, Playvox, Amazon Web Services and other CRM and WFM tools.
- Managed overtime, shift swaps, breaks and PTO requests.
- Guided managers and supervisors on methods for conducting accurate job evaluations.
- Worked well in a team setting, providing support and guidance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Education
Undergraduate - Bachelor of Science - Information Technology
MINDANAO UNIVERSITY OF SCIENCE AND TECHNOLOGY
Cagayan De Oro City 06.2009 - 10.2013
Skills
Managing schedules
Timeline
Senior Workforce Analyst
Support Zebra
03.2022 - 10.2023
Resource Planner & Scheduler, Workforce Management
Synnex Concentrix Inc
03.2021 - 10.2021
Realtime Analyst, Workforce Management
Synnex Concentrix Inc
02.2020 - 03.2021
Technical Support Representative
Synnex Concentrix Inc
01.2016 - 02.2020
Undergraduate - Bachelor of Science - Information Technology
MINDANAO UNIVERSITY OF SCIENCE AND TECHNOLOGY
06.2009 - 10.2013
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