Richard Lester Taucan
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Strategic Analyst/Scheduler
Global Payments Processing Inc.
07.2021 - Current
- Creates and maintains staff schedules in line with business needs which is vital to meeting client requirements and Service Levels
- Provides schedule recommendations to cover staffing deficiencies from short-term to long-term projections
- Generates weekly forecasts or projections that highlights forecasted volume, Service Level, AHT, needed headcount, training, and hiring updates
- Works with Operations team to understand the needs and how that can be accounted for in the staffing recommendations
- Manages and mentors the Real Team Analysts to ensure that requirements are met from weekly to monthly performances
- Ensures that schedules are accurate with Operations' request for Vacation Leaves, LOAs, Suspensions, etc., via the existing workforce tool.
Real Time Analyst
Global Payments Processing Inc.
08.2019 - 07.2021
- Managing and monitoring the day-to-day activities related to volumes, staffing levels, productivity, attrition, forecasting, scheduling, resource allocation etc
- Being extremely familiar with processes and technological tools necessary to effectively direct call flow and call center staff
- Attend monthly staffing review meetings with complete detail on real time performance
- Responsible for real time adjustments in schedules, e.g., absences, tardiness, and overtime
- Approve/deny discretionary activities to increase occupancy and service levels
- Communicate identified risks to management and other stakeholders.
Operations Team Leader
DXC Technology (formerly Hewlett-Packard Enterprise)
02.2017 - 08.2019
- Helps in developing management strategies to meet and exceed client targets
- Responsible for communicating client updates to ensure everyone is aligned with a specific process
- Listen to agent feedback to meet team targets
- Provide training to develop certain agent skills for growth and development
- Responsible for delivery of team sales, service level components, quality, and productivity targets
- Responsible for compiling reports on team's performance and customer feedback
- First point of contact for escalations and immediate coaching.
Workforce Analyst
Hewlett-Packard Enterprise
04.2016 - 02.2017
- Responsible for providing schedule shells to operations including scheduled breaks
- Responsible for approving real time pull outs for coaching and training depending on running SVL performance
- In charge of utilizing agents whether to take in calls or chats depending on real time queue/volume
- Responsible for creating and submitting reports to Client and Operations to provide real time and month to date performance
- Providing recommendations of day-to-day management of real time adherence to include monitoring of expected staff vs
- Actual staff
- Ensures intraday staffing to maintain service levels and cost efficiency through posting of urgent service.
Real Time Analyst
Convey Health Solutions
10.2015 - 04.2016
- Responsible for creating reports and ensure accuracy for all reports
- Provide support in written communication and reports
- Responsible for Real Time queue management focusing on Service Level, Occupancy, Client Performance metrics, and Line Adherence/Actual Productive Staff
- Provide authorization on real time off-phone time depending on operational need
- Aid with all escalations such as fire, flood, medical, clients, technical system issues, etc
- Identify and contact appropriate parties
- Responsible for real time agent Adherence and Compliance management
- Flagging pro-actively Adherence items such as Long calls, over break, and late logins to Operations for follow up
- Real Time Administration of Work and Absence segments in resource tools to ensure accurate IDPs and absence updates.
BST –Mission Control Analyst/Real Time Analyst
Transcom Worldwide Inc.
05.2012 - 10.2015
- Mission Control Analysts share the responsibility with management in meeting service level and response time objective across all channels
- Ensure effective and efficient utilization of resources
- Plans, organizes, and manage workload through accurate forecasts, staffing calculations, schedules, and management reports
- Maintain the agent's database, update agents' preferences, vacations and holidays, special requests, exceptions, in a timely manner
- Ensure maximum utilization of existing technology to support efficient distribution and use of staff.
Assistant Team Leader/Assistant Supervisor
Transcom Worldwide Inc.
04.2011 - 05.2012
- Responsible for helping the team meet and exceed set targets by managing operational performance through ensuring real time Floor Support is given to representatives
- Responsible for meeting my own stats/goals while extending support to the Team Leader through floor support, addressing escalations and providing real time solutions to customer concerns
- Assisting in giving feedback to management team to improve campaign stats
- Assist in analyzing performance drivers and recommend solutions
- Regularly submitting campaign stats to management team in a weekly manner for monthly evaluations
- Creating Daily Reports such as Opening and Closing Reports
- Regularly updating Trackers such as Team Stats and Attendance Trackers
- Creating monthly and quarterly Stack Ranking for Shift Bids
- Monitoring the Campaign's Service Level and Productivity.
Comcast Cable/Billing Chat/Email Agent
Transcom Worldwide Inc.
11.2007 - 04.2011
- Provides technical and troubleshooting steps for Comcast cable service
- Responsible for explaining and analyzing customer's bill
- Offering options in lowering the bill and helping customer in making their payment (payment arrangements, promotions, etc.)
- Discuss Comcast products and packages especially Comcast cable service's features and benefits.
Education
BS Business Management -
Philippine School of Business Administration
01.2007
BS Computer Science - IT -
De La Salle University
01.2004
High School -
Marist School
Skills
- Good analytical and logical skills – initiative on problem analysis and solving
- Familiarity with working in a high-volume, highly dynamic, rapid-paced environment
- Ability to work under no supervision
- Ability to create reports to deliver performance metrics to agents and management
- Experience in attending client meetings to discuss campaign metrics and escalate potential issues
- Process Improvement
- Decision Making
- Organizational Skills
- Change Management
- Data Analysis
- Strategic Thinking
- Problem Solving
- Analytical Skills
- Time Management
- Client Relationship Management
- Cross-functional Collaboration
Timeline
Strategic Analyst/Scheduler
Global Payments Processing Inc.
07.2021 - Current
Real Time Analyst
Global Payments Processing Inc.
08.2019 - 07.2021
Operations Team Leader
DXC Technology (formerly Hewlett-Packard Enterprise)
02.2017 - 08.2019
Workforce Analyst
Hewlett-Packard Enterprise
04.2016 - 02.2017
Real Time Analyst
Convey Health Solutions
10.2015 - 04.2016
BST –Mission Control Analyst/Real Time Analyst
Transcom Worldwide Inc.
05.2012 - 10.2015
Assistant Team Leader/Assistant Supervisor
Transcom Worldwide Inc.
04.2011 - 05.2012
Comcast Cable/Billing Chat/Email Agent
Transcom Worldwide Inc.
11.2007 - 04.2011
BS Business Management -
Philippine School of Business Administration
BS Computer Science - IT -
De La Salle University
High School -
Marist School
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