Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Pauline Mae Caspe

40-A Sta. Barbara Gulod Novaliches Quezon City

Summary

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Business Intelligence Analyst

Teleperformance
04.2025 - Current
  • Reduced manual data entry errors by automating routine tasks using SQL scripts and ETL tools.
  • Designed customized data collection models for specific visualization tasks.
  • Participated actively in stakeholder meetings, presenting data-driven insights and recommendations to support business growth initiatives.
  • Developed intelligence-sharing dashboards, providing company-wide access to collected data.

Workforce Real Time Analyst

Teleperformance
10.2022 - 04.2025
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.

T -mobile - Customer Service Representative

Teleperformance
11.2021 - 10.2022
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Education

Bachelor of Science - Hospitality Management

National Teachers College
629 J Nepomuceno, Quiapo, City Of Manila, 1001 Met
06-2021

Skills

  • Excel data analysis
  • Time management
  • Critical thinking
  • Customer relations
  • Sales expertise
  • Computer proficiency

Certification

  • Virtual Analysis Certificate - [June, 2025]
  • Excel Expo Course Certificate- [May 2023]


Timeline

Business Intelligence Analyst

Teleperformance
04.2025 - Current

Workforce Real Time Analyst

Teleperformance
10.2022 - 04.2025

T -mobile - Customer Service Representative

Teleperformance
11.2021 - 10.2022

Bachelor of Science - Hospitality Management

National Teachers College

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Pauline Mae Caspe