Work History
Overview
Education
Skills
Summary
Generic

Reynaldo Macinas

Amazon VA, Real Time Analyst
Quezon City

Work History

Amazon VA/Product Researcher

Freelance
Quezon City, Philippines, National Capital Region
Jan.2023 - Mar.2023
  • I help Amazon Sellers conduct research and analyze current market trends.
  • Find profitable product through creative market research that help their business increase their sales
  • Knowledgeable in using keepa and other amazon tools
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with a strong work ethic.
  • Self-motivated, with a strong sense of personal responsibility.

Workforce Real Time Analyst

NTT Global
Pasig City, National Capital Region
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 previous days/MTD
    performance of account
  • Provide trainings and conduct knowledge
    transfer sessions to other WFM members
    especially new members on WFM tools

Workforce Real Time Analyst

IBEX Global
Pasig City, National Capital Region
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

Workforce Real Time Analyst

Hinduja Global Solutions, HGS
Pasig City, National Capital Region
07.2017 - 11.2019
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Optimized schedules, forecasts and other tools to present to management.
  • 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

Healthcare Specialist

Hinduja Global Solutions, HGS
Pasig City, National Capital Region
05.2016 - 07.2017
  • Completed necessary reports and documentation on time and to specifications.
  • Answered patient inquiries and provided information about healthcare services.
  • 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
  • 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.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Education

Bachelor of Science - Marketing

ICCT Colleges
Cainta
04.2012 - 12.2015

Skills

  • Skilled Researcher
  • Amazon FBA
  • Keepa
  • Microsoft Excel
  • Pivot Tables
  • Customer Service
  • Front store stalking
  • Rabbit Trail
  • Manual Sourcing
  • Excel Formulas
  • Verint
  • Calabrio
  • Avaya CMS
  • Genesys Cloud

Summary

  • Amazon VA/Product Researcher helping my clients find a supplier and profitable products through my creative market research that helps their business to increase their sales. Knowledgeable with keepa and other amazon tools. Methods that I use for searching products: Manual sourcing, Front store Stalking, Reverse Sourcing,Mass Front Store and Rabbit Trail
  • 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. Skilled with these WFM Tools: Avaya CMS. Genesys cloud, Verint, Calabrio, Salesforce, Ring Central Etc.
  • Healthcare Associate for 1 year assisting Doctors and Nurses about their patients Eligibility and Benefits and Claims.

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Reynaldo MacinasAmazon VA, Real Time Analyst