Reyan Thompson
Iloilo,Iloilo
Summary
Accomplished professional with extensive expertise in data analytics and workforce management, certified in real-time technologies and quality assurance. Demonstrates a strong focus on call volume forecasting, performance metrics, and intraday analysis to optimise scheduling adherence and enhance operational efficiency. Proven track record in complex problem resolution, capacity planning, and strategic planning, complemented by exceptional skills in team leadership, conflict resolution, and project management. Committed to continuous improvement with a proactive initiative and resilience under pressure. Career goals include leveraging cultural awareness and customer service excellence to drive organisational success.
Experienced professional focused on optimising workforce management and improving operational efficiency. Skilled in real-time monitoring, data analysis, and implementing strategic adjustments to enhance productivity. Proven track record of ensuring seamless workflow and maintaining high service levels through proactive communication and quick problem resolution.
Overview
4
4
years of professional experience
9
9
years of post-secondary education
Work history
Real time analyst
iQoe
Iloilo, Philippines
2024.01 - Current
- Improved operational efficiency by monitoring real-time data and identifying discrepancies.
- Managed high-volume data, ensuring accuracy and timeliness.
- Collaborated with cross-functional teams, improving overall productivity.
- Identified potential system issues, preventing outages.
Quality assurance analyst
Convergent
Iloilo, Philippines
2021.08 - 2023.09
- Improved customer satisfaction with meticulous quality control checks.
- Boosted efficiency of QA processes, leading to time savings on projects.
- Enhanced precision by conducting thorough data analysis for quality assurance.
- Ensured compliance with industry regulations by performing rigorous audits.
- Kept abreast with latest trends in Quality Assurance, enabling up-to-date practices.
- Established key performance indicators to measure quality objectives effectively.
- Championed best practices within the organization, promoting a culture of continuous improvement.
Education
HRM
SURIGAO EDUCATION CENTER
Surigao City, Province of Surigao del Norte 2010.06 - 2013.03
High School
North Eastern Mindanao Colleges
Surigao City, Province of Surigao del Norte 2009.06 - 2010.03
Central Philippine
Central Philippine University
Iloilo City, Province of Iloilo 2000.06 - 2006.03
Skills
- Schedule optimization
- Data analytics expertise
- Certified in workforce management
- Knowledge of real-time technologies
- Quality assurance focus
- Call volume forecasting
- Performance metrics understanding
- Intraday analysis
- Scheduling adherence
- Performance monitoring
- Complex problem resolution
- Behavioural analysis
- Capacity planning
- Time efficiency
- Initiative taking
- Resilience under pressure
- Professional ethics
- Safety consciousness
- Time management strategies
- HR policies understanding
- Record keeping accuracy
- Email correspondence etiquette
- Risk assessment methodologies
- Feedback provision
- Health and Safety Compliance
- Customer Service
- Cultural awareness
- Interpersonal communication
- Team Leadership
- Product knowledge
- Public speaking
- Team building
- Strategic planning
- Data Entry
- Resourcefulness
- Conflict Resolution
- Project Management
- Quality Assurance
- Continuous improvement mindset
- Data analysis
- Credit and collections
- Sales strategies
- Motivational techniques
- Cultural sensitivity
- Proactive initiative
- Client relations
Languages
English
Fluent
Timeline
Real time analyst
iQoe
2024.01 - Current
Quality assurance analyst
Convergent
2021.08 - 2023.09
HRM
SURIGAO EDUCATION CENTER
2010.06 - 2013.03
High School
North Eastern Mindanao Colleges
2009.06 - 2010.03
Central Philippine University
2000.06 - 2006.03
Central Philippine