Paulo Miguel De Castro
Makati
Summary
- Experienced with real-time workforce management, ensuring optimal productivity and adherence to schedules. Utilizes data analysis and strategic planning to drive operational efficiency. Track record of effective communication and collaboration to support team success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Workforce Real Time Analyst
Bayview Technologies Inc.
05.2019 - 01.2025
- 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.
English Customer Support - UK
Bayview Technologies Inc.
10.2019 - 05.2023
- Assist customers' queries via chat, email and phone from our UK players.(Online Sports Betting)
- Coordinating with Fraud, Compliance and Sportsbook Team or other relevant team
- Monitoring our trackers for the updated status of their account
- Creating minutes of the meeting for our daily discussion
- Handling and processing the customer's payments
English Customer Support - Rest Of the World
Bayview Technologies Inc.
05.2019 - 10.2019
- Assist customers' queries via chat, email and phone from our ROW players (Sports Betting and Casino)
- Managed customer accounts by updating information and ensuring accuracy.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
Education
Human Resource Development Management -
University of Makati
04.2019
Skills
- Forecasting techniques
- Statistical modeling
- Spreadsheet expertise
- Teamwork
- Attention to detail
- Multitasking
- Reliability
- Active listening
Certification
- Foundations: Data, Data, Everywhere, 03/14/23, Coursera Google Analytics, https://coursera.org/verify/BJNJ5QNRZ3AZ
- Ask Questions Make Data-Driven Decisions, 04/29/23, Coursera Google Analytics, https://coursera.org/verify/BSX5UYYDXHKX
- Prepare Data for Exploration, 05/26/23, Coursera Google Analytics, https://coursera.org/verify/N93GFFN2DWVC
Training
- CBFS SEMINAR, TRAINING AND SIMULATION, 09/05/17
- CBFS LEADERSHIP SUMMIT 2017, 11/28/17
- Personal Empowerment, 10/01/23
Timeline
English Customer Support - UK
Bayview Technologies Inc.
10.2019 - 05.2023
Workforce Real Time Analyst
Bayview Technologies Inc.
05.2019 - 01.2025
English Customer Support - Rest Of the World
Bayview Technologies Inc.
05.2019 - 10.2019
Human Resource Development Management -
University of Makati
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