Mikee Del Rosario
Parañaque
Summary
Experienced Resource Planner with history in working with the outsourcing/offshoring industry with excellent written and oral communication skills. Works well with electronic WFM tool, MS Excel, MS Word, Google Sheet and have experience in Reporting, Scheduling and Planning.
Overview
12
12
years of professional experience
Work History
Workforce Supervisor
Accenture
Manila, Metro Manila, Philippines
06.2023 - Current
- Reviewed timesheets for anomalies and worked with supervisors to correct issues.
- Balanced multiple priorities simultaneously while managing resources effectively to deliver desired outcomes under tight deadlines or changing circumstances.
- Played a pivotal role in the development and execution of strategic initiatives that contributed to the overall growth and success of the company.
- Managed daily operations, ensuring timely completion of tasks while maintaining high-quality standards.
- Implemented process improvements that resulted in cost savings and increased operational efficiency.
- Streamlined communication between departments for improved collaboration and efficiency.
- Developed and improvement templates specific to microsoft excel
Workforce Planner
CX Intouch
Manila, Philippines
01.2018 - 06.2023
- Handled multiple accounts with different sites, channel
- Organized and prioritized work to complete assignments in a timely, efficient manner
- Builds awesome relationship with operations and client
- Develop capacity plan based on Call volume, FTE Requirement and seasonality trends
- Conducts recommendations and strategic plans
- Leads weekly capacity call with operations and client discussing the staffing outlook & Budget and provide recommendations geared towards meeting SL metrics and Revenue targets
- Build a template based on client & ops needs
- Led a team whenever the manager is out and handled decision making
Workforce Scheduler
Alorica Inc.
Manila, Philippines
01.2017 - 01.2018
- Worked on maintaining/generating schedules that will help the account meet their targets
- Handled multiple Rosters
- Handled multiple accounts with different sites & metrics
- Experienced on using Verint & IEX Tool
- Top performer for the month of February
Workforce Analyst -RTA/Command Center
Alorica Inc.
Manila, Philippines
01.2016 - 01.2017
- Performed detailed data validation spanning across several different international projects
- Manage Real Time Skilling
- Generate report that determine that stats of the program
- Manage agent level performance
- Top performer on 1st, 3rd and 4th quarter
Technical Support - Agent
Alorica Inc.
Manila, Philippines
01.2013 - 01.2016
- Provided outstanding technical support to clients
- Brought forth strong public speaking skills and proper phone etiquette
- Worked productively to determine the needs of customers and fast track solutions to those needs
- Top performer for 2 consecutive years
Education
Lyceum of The Philippines University
Skills
- Ability to Work in a Team
- Workforce Short & Long Term Planning
- Critical thinking and problem solving
- Ability to Work Under Pressure
- Effective Time Management
- Computer Literate
- Innovative solutions
- Collaborates to achieve collective goals
- Scheduling expertise
- Attention to detail
- Computer skills
- Decision-making
Personal Information
- Date of Birth: 09/01/95
- Nationality: Filipino
Timeline
Workforce Supervisor
Accenture
06.2023 - Current
Workforce Planner
CX Intouch
01.2018 - 06.2023
Workforce Scheduler
Alorica Inc.
01.2017 - 01.2018
Workforce Analyst -RTA/Command Center
Alorica Inc.
01.2016 - 01.2017
Technical Support - Agent
Alorica Inc.
01.2013 - 01.2016
Lyceum of The Philippines University