Philipp Anacta

• Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
• Improved decision-making processes with accurate data analysis and visualization techniques.
• Optimized company resources allocation with detailed forecasting models based on historical data analysis.
• Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
• Produced monthly and daily reports using advanced Excel spreadsheet functions.
• Documented effective and replicable methods for extracting data and organizing data sources.

• Recommends the establishment of new or modified reports to improve reporting accuracy and efficiency.
• Meetings with RTA for program updates and receive feedback to create plans to improve the efficiency of tasks
• Individual Coaching for RTA to assess the current status and to provide plans and goals to improve skills as well as growth in both the program and company
• Attend program meetings to assess and provide feedback to improve operations efficiency with regards to workforce management tasks
• Handling of Agent Attendance Trackers both in IEX and manual reports
• Approval of Schedule Recommendations for Staffing to meet client requirements
• Attend Staffing meetings to validate data as well as provide input to maximize FTE production

• Creation and Maintenance of Agent Profiles as well as Client Tool Access
• Generate high-level client and company reports as per request for Client, Operations Manager, and Service Operations Manager
• Monitoring of Billable hours for 3 Lines of Business
• Creation and Maintenance of all Financial Reports both Client(Invoice, Billable Hours) and Company (Non-Productive Hours, Billable Hours)
• Create reports regarding program data for client and company reports depending on reporting requirements
• Operation Manager reports compliance

• Real-Time Queue Management (Email and Voice)
• Manages Workstation Plotting and Seat Optimization
• Generate and maintain reports requested by Operations using Microsoft Office applications