Paula Malagayo
Indang, Province Of Cavite
Summary
Dynamic Real Time Analyst with a proven track record at Teleperformance, enhancing call center performance through expert scheduling management and strategic workforce allocation. Skilled in Salesforce and NICE IEX, with exceptional multitasking abilities and a keen attention to detail, I've significantly improved service levels and agent adherence, demonstrating strong decision-making and team collaboration.
Overview
7
7
years of professional experience
Work History
Real Time Analyst
Nearsol
03.2023 - Current
- Played a pivotal role in maintaining a high standard of customer experience by proactively adjusting resources in response to changing business needs.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Ensured timely resolution of escalated customer concerns by collaborating with cross-functional teams.
- Collaborated with management to develop targeted action plans for addressing performance gaps.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
Workforce Real Time Analyst
Support Services Group
01.2022 - 03.2023
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
Workforce Real Time Analyst
Teleperformance
08.2019 - 01.2022
- Prepared and maintained reports, dashboards and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
- Managed overtime, shift swaps, breaks and PTO requests.
Customer Service Representative
Teleperformance
10.2017 - 08.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
The Sisters of Mary School - Girlstown
Talisay City, Province Of Cebu, Philippines12-2014
Skills
- knowledgeable in using Salesforce, NICE IEX, Power BI, Aceyus, Looker
- knowledgeable in using GDS tools such as Sabre Red, Amadeus and Worldspan
- Scheduling management
- Forecasting techniques
- Statistical modeling
- Spreadsheet expertise
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Team collaboration
- Effective communication
- Decision-making
- Task prioritization
Timeline
Real Time Analyst
Nearsol
03.2023 - Current
Workforce Real Time Analyst
Support Services Group
01.2022 - 03.2023
Workforce Real Time Analyst
Teleperformance
08.2019 - 01.2022
Customer Service Representative
Teleperformance
10.2017 - 08.2019
High School Diploma -
The Sisters of Mary School - Girlstown