PATRICK D. SIOBAL
Cebu City,Philippines
Summary
Results-driven Customer Service and Workforce Management professional with 14 years of experience optimizing agent schedules, forecasting call volume, and elevating client satisfaction. Demonstrated success balancing operational efficiency and service levels (SLAs). Highly adept at leveraging WFM tools and CRM platforms to drive team productivity and boost customer retention.
Overview
2027
2027
years of professional experience
Work History
Technical Support Representative
Panasiatic Solutions
Bacolod, Negros Occidental
11.2012 - 06.2016
- Resolved customer network and technical issues through clear, step‑by‑step guidance
- Walked customers through troubleshooting actions to identify root causes and restore service
- Documented reported issues and solutions to support consistent, high‑quality technical support
Customer Service Representative
Teleperformance
Bacolod
- Suggested and arranged travel options aligned with client requirements for flights and stays.
- Organised and booked full itineraries, confirming tickets, reservations, and travel confirmations.
- Assisted clients with itinerary changes by following partner policies and fare rules.
- Coordinated with travel partners to negotiate policy exceptions and resolve product issues.
- Handled escalated calls from tier 1 agents to resolve complex customer cases.
- Assessed and prioritised multiple escalations, ensuring urgent cases received timely attention.
- Shared product, service, policy, and quality standards knowledge to help agents.
- Delivered coaching sessions to align teams with processes and raise service quality.
- Analysed schedule performance and forecast accuracy to support headcount planning decisions.
- Adjusted forecasting, headcount, and schedules to balance service levels and efficiency.
- Coordinated with clients and operations when service levels shifted to manage demand.
- Monitored operations in real time and provided guidance to achieve service targets.
- Maintained detailed, structured schedules to support consistent coverage and planned work.
- Recommended short-term schedule plans based on analysis and long-term strategy inputs.
- Coordinated with real-time analysts to deliver pre-planned activities during execution.
Expedia.com Tier 2 Agent (Escalations/ Supervisor Calls)
Teleperformance
- Handle escalations from Tier 1 and finding a solution to resolve client's problems while maintaining companies integrity and profitability.
- Tracking multiple callers for them to be prioritized in escalating problems.
Expedia Chase SME
Teleperformance
Cebu, IT Park
- Ensuring agents performances will meet the clients target and expectation by sharing knowledge with the products, services, policies, quality and tools used to provide service.
- Provide coaching sessions to specific team to make sure everyone is calibrated with the processes and policies in providing excellent customer service.
Workforce Analyst
Teleperformance
- Analyzing schedule performance, forecast accuracy, and underlying assumptions. Making continuous adjustments and improvements to the forecasting, headcount planning and scheduling process to make sure both service levels and profitability goals are met.
- Responding to service level variations by working with client and operations to match staff to demand and/or relocate call volumes.
- Provide real time monitoring to the operations by providing direction, guidelines and performance update to hit service level goals.
Scheduling Analyst
Teleperformance
- Maintaining structured and detailed schedules.
- Advice and develop short-term plans based on the research and recommendations from the long term strategic planners.
- Coordinate with the real time analyst to provide guidance and to ensure that all pre-planned activities are met.
Customer Service Representative
Enshored
06.2022 - 04.2023
- Provides owners and guests with the best possible service in relation to enquiries for travel requests, suggestions, and complaints.
- Processing requests for Booking, Cancellation, and Refund through GDS system.
Real Time Analyst
TDCX
Cebu City, Philippines
07.2023 - Current
- Monitored, tracked, and reported schedule adherence and employee occurrences for assigned accounts, ensuring timely and accurate reporting to stakeholders
- Performed 24/7 real-time monitoring of schedules, adherence, and staffing, escalating issues and threshold violations to Operations management as needed
- Monitored half-hourly call volumes, AHT, and staffing levels, and promptly alerted Operations management of deviations from targets or required adjustments
- Tracked and reported allocations to the workforce management team, supporting updates to staffing plans and scheduling decisions
- Coordinated with Workforce Management, Information Technology, and Telecommunication teams on system-related production issues, documenting issues and resolutions
- Provided Operations management with up-to-date schedule and staffing information to support decision-making and daily performance management
- Undertook additional duties as assigned to support divisional and departmental goals, as well as personal and professional development directives from superiors
Education
Secondary Education -
Bago City College
Elementary Education -
San Vicente Elementary School
Binalbagan National High School
Skills
- GDS- Amadeus Expert
- Retention
- Attention to details
- Effective communication skills
- Strong computer skills
- Data gathering
- Data analysis
- Proficient with Microsoft Excel
- Proficient with Microsoft Office
- Schedule optimisation
- Performance analysis
- Data reporting
- Client coordination
- Patience and empathy
- Customer service expert
References
- April May Pasinabo, Enshored Team Manager, +639 5678 31008, Pasinaboaprilmay19@gmail.com
- Adriel Dann Comaingking, Enshored Team Manager, +639 6870 17151, comaingkingadrieldann@gmail.com
Timeline
Real Time Analyst
TDCX
07.2023 - Current
Customer Service Representative
Enshored
06.2022 - 04.2023
Technical Support Representative
Panasiatic Solutions
11.2012 - 06.2016
Customer Service Representative
Teleperformance
Expedia.com Tier 2 Agent (Escalations/ Supervisor Calls)
Teleperformance
Expedia Chase SME
Teleperformance
Workforce Analyst
Teleperformance
Scheduling Analyst
Teleperformance
Secondary Education -
Bago City College
Elementary Education -
San Vicente Elementary School
Binalbagan National High School