John Nathanel D. Peria
WFM Realtime Analyst • WFM Reports Analyst • WFM MIS
Muntinlupa City, Metro Manila,Philippines
Summary
Workforce Analyst adept at collecting, evaluating and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Successful WFM MIS over 2 years at driving critical organizational change through research, optimization and systems development. Results-oriented and hardworking with a history of collaborating with leadership to determine and implement successful solutions and maximized resource utilization.
Overview
7
7
years of professional experience
8
8
years of post-secondary education
Work History
WFM MIS
WNS Global Services
Muntinlupa City, Philippines, Philippines
09.2019 - Current
- Collects and analyzes data for various types of reports needed by Operations Team.
- Developed automated reports using vba macro and ms access database.
- Manages databases and performs updates to ensure accuracy.
- Automated existing reports to lessen time consumed for each report.
OMD Analyst 1
SYKES ASIA, INC, ATC, OMD
Madrigal, Muntinlupa City, Philippines, Philippines
09.2018 - 05.2019
- Responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends.
- Responsible for monitoring of agents, ensuring adherence to their schedules.
- Responsible for tracking attrition, absenteeism and unproductive hours of agents.
- Responsible for creating reports based on the client's and operation's needs.
- Responsible for creating and tracking agents account credentials.
- Answers OMD sickline for tracking of absenteeism and tardiness.
WFM Real Time Analyst
IBEX Global Philippines
Paranaque City, Metro Manila, Philippines
12.2016 - 09.2019
- Responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends.
- Responsible for tracking attrition, absenteeism and unproductive hours of agents.
- Responsible for monitoring of agents, ensuring adherence to their schedules.
- Developed report dashboards for clients.
Customer Support Representative
IBEX Global Philippines
Paranaque City, Metro Manila, Philippines
03.2016 - 12.2016
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Web Developer
Smarts Communications Inc.
Makati City, Metro Manila, Philippines
12.2014 - 04.2015
- Conducted testing and review of website design for responsiveness, clarity and effectiveness.
- Coded websites using HTML, CSS and JavaScript languages.
- Researched future enhancements on existing websites of the team.
Education
Bachelor of Science - Information Technology
Far Eastern University - Makati
Gil Puyat Ave Corner Zuellig Loop, Makati City 06.2010 - 04.2014
Bachelor of Science - Electrical Engineering
Technological University of The Philippines , CSEXPO 2K13 – East Asia College
Ayala Blvd, Ermita, Manila, 1000 Metro Manila 06.2005 - 03.2009
Skills
Analytical and Critical Thinking
MS Access and Excel
Customer Service
HTML
Excellent Communication
Timeline
WFM MIS
WNS Global Services
09.2019 - Current
OMD Analyst 1
SYKES ASIA, INC, ATC, OMD
09.2018 - 05.2019
WFM Real Time Analyst
IBEX Global Philippines
12.2016 - 09.2019
Customer Support Representative
IBEX Global Philippines
03.2016 - 12.2016
Web Developer
Smarts Communications Inc.
12.2014 - 04.2015
Bachelor of Science - Information Technology
Far Eastern University - Makati
06.2010 - 04.2014
Bachelor of Science - Electrical Engineering
Technological University of The Philippines , CSEXPO 2K13 – East Asia College
06.2005 - 03.2009