Summary
Overview
Work History
Education
Skills
Basketball, Jogging, Hiking, Playing Video games
Timeline
Generic
Reynaldo Macinas

Reynaldo Macinas

Real Time Analyst
Quezon City

Summary

General VA/Real Time Analyst/Healthcare Associate


5 Years of experience as Real Time Analyst professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.


I also work as Healthcare Associate for 1 year assisting Doctors and Nurses about their patients Eligibily and Benefits and Claims.



Overview

7
7
years of professional experience
8
8
years of post-secondary education
2
2
Languages

Work History

Real Time Analyst

NTT Global, Millennium1 Solutions
Pasig City
03.2021 - 01.2023
  • Manages daily operation by assessing operational drivers (Staffing, Volume, AHT) and outcomes (SLA, ASA and ABAN%)
  • Monitors intraday, makes decisions, provides sound judgement and consults with operation team for recommendations to improve real time performance includes calling for OT/Time off and making call outs for unscheduled activities
  • Sending Hourly/Bi hourly reports to Operations/Clients
  • Performs analysis of data to surface trends and insights
  • Review and approve VTO/MTO as needed
  • Review and approve Vacation Leaves
  • Monitor Attendance and Adherence
  • Attends RTA call regarding the previous days/MTD performance of account
  • Provide trainings and conduct knowledge transfer sessions to other WFM members especially new members on WFM tools

Real Time Analyst

IBEX PH
Pasig
11.2019 - 03.2021
  • Monitors and manages activities to support service level agreements as per clients
  • Monitors attendance
  • Conducts root cause analysis of SLA deviations, action plan development and resolution
  • Sending Hourly/Bi hourly reports to Operations/Clients
  • Provide data requirements as required by Clients
  • Attends meeting and giving suggestions on how to meet Service levels/ASA targets
  • Review and approve VTO/MTO as needed
  • Review and approve Vacation Leaves
  • Other assigned tasks as required by the business
  • Inspect existing local and client reporting for accuracy

Real Time Analyst

Hinduja Global Solutions
Pasig City
07.2017 - 11.2019
  • Daily real-time monitoring of service levels for all queues at all sites.
  • Drive real-time adherence to expected capacity against actual performance to achieve service levels and efficiency metric goals
  • Real-time communication with the WFM team and operations when changes need to be made
  • Update and send reports related to the performance of each LOBs
  • Review and approve VTO/MTO as needed
  • Review and approve Vacation Leaves
  • Other assigned tasks as required by the business

Health Care Associate

Hinduja Global Solutions
Pasig City
05.2016 - 06.2017
  • Respond to customer service inquiries and issues by identifying the topic and type of assistance the customer needs
  • This may include, among others, inquiries or concerns on their benefits, eligibility and claims
  • Guide and educate the customer about the fundamentals and benefits of consumer- driven health care topics to help manage their health and well-being
  • Provide guidance in selecting the best benefit plan options and choosing a quality care provider
  • Intervene with Health care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance, when needed.

Education

BSBA - Marketing

ICCT Colleges
04.2012 - 12.2015

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Juan Sumulong High School
05.2006 - 05.2010

Skills

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Basketball, Jogging, Hiking, Playing Video games

Basketball is my first love and I grew up watching NBA and PBA players play Basketball. Kobe Bryant is my All Time favorite player and I imitate some of his moves.


I also do jogging atleast 2-3 times a week for 30 minutes.


I also like to do Hiking atleast once a month to refresh my mind and connect with nature.


I love playing video games especially FPS such as Valorant and CS Go. I also like to play JRPG games such as Final Fantasy, Legend of Legaia, Legend of Zelda, Fire Emblem and YS Series.

Timeline

Real Time Analyst

NTT Global, Millennium1 Solutions
03.2021 - 01.2023

Real Time Analyst

IBEX PH
11.2019 - 03.2021

Real Time Analyst

Hinduja Global Solutions
07.2017 - 11.2019

Health Care Associate

Hinduja Global Solutions
05.2016 - 06.2017

BSBA - Marketing

ICCT Colleges
04.2012 - 12.2015

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Juan Sumulong High School
05.2006 - 05.2010

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Reynaldo MacinasReal Time Analyst