Ricky Sardan
Real Time Analyst
DAVAO CITY,DAS
Summary
Workforce management professional bringing comprehensive expertise in real-time analytics and resource optimization. Proven ability to enhance operational efficiency and support seamless team collaboration in dynamic environments. Recognized for flexibility and reliability in adapting to shifting priorities and delivering results. Skilled in data analysis, scheduling, and effective communication.
Overview
19
19
years of professional experience
Work History
Workforce Real Time Analyst II
Alorica Teleservices Inc.
Davao City, Province Of Davao Del Sur, Philippines
06.2018 - Current
- Intraday Management: Monitor multiple omnichannel queues (Phone, Chat, Email) in real-time to ensure staffing levels meet interval-level planned coverage.
- Performance Optimization: Execute real-time skilling adjustments and agent re-allocations to maintain target Service Levels (SL) and Average Speed of Answer (ASA).
- Strategic Planning: Partner with Global Resource Planners to bridge gaps between forecasting and actual staffing for daily and weekly requirements.
- Crisis Management: Act as the primary liaison between IT and Site Management during outages, ensuring minimal downtime and accurate information relay to clients.
- Reporting: Generate and present daily, weekly, and monthly KPI reports to senior management; developed action plans that successfully drove team performance metrics.
Subject Matter Expert
Alorica Teleservices Inc.
Lipa City, Province Of Batangas, Philippines
12.2017 - 05.2018
- Technical Guidance: Served as the primary floor support for agents, providing real-time CRM troubleshooting and navigation to increase workflow efficiency.
- Escalation Handling: Resolved high-stakes customer and seller disputes (A-Z claims, refund appeals) while maintaining high CSAT scores.
- Mentorship: Developed "best-in-class" communication scripts used by frontline staff to improve customer trust and de-escalate tension.
Customer Sales Representative
Alorica Teleservices Inc.
Manila, Metro Manila, Philippines
05.2017 - 12.2017
- Enhanced customer satisfaction through effective communication and resolving inquiries.
- Assisted in training new representatives on product knowledge and sales techniques.
- Implemented process improvements to streamline call handling efficiency.
- Developed rapport with clients, fostering long-term relationships and repeat business.
- Omnichannel Support: Handled high-volume inbound/outbound interactions, consistently exceeding CSAT goals.
- Process Excellence: Managed complex order modifications and provided specialized technical support for non-tech-savvy customers.
Deck Seaman
Marlow Navigation Phils., Inc
Manila, Metro Manila, Philippines
02.2007 - 10.2015
- Operated and maintained deck machinery to ensure safe vessel operations.
- Assisted in navigation and communication tasks to support crew efficiency.
- Conducted regular safety inspections to uphold compliance with maritime regulations.
- Trained junior seamen on safety protocols and operational procedures.
- Coordinated deck activities during loading and unloading of cargo, optimizing workflow.
- Collaborated with bridge team to maintain situational awareness during voyages.
- Contributed to overall ship security by conducting routine patrols around the deck and reporting any suspicious activities or potential threats.
Education
Marine Transportation
Mindanao Polytechnic College
General Santos, Province Of South Cotabato, Philippines10-2004
Skills
- WFM Tools: Verint, Calabrio, Spectrum, Speak Easy, Twilio, CRM Navigation
- Operations: Intraday Management, Skill-Based Routing, Outage/Crisis Management
- Analytics: KPI Reporting (SL, ASA, AHT), Data Management, Action Planning
- Leadership: Mentoring, SOP Interpretation, Stakeholder Communication
Timeline
Workforce Real Time Analyst II
Alorica Teleservices Inc.
06.2018 - Current
Subject Matter Expert
Alorica Teleservices Inc.
12.2017 - 05.2018
Customer Sales Representative
Alorica Teleservices Inc.
05.2017 - 12.2017
Deck Seaman
Marlow Navigation Phils., Inc
02.2007 - 10.2015
Marine Transportation
Mindanao Polytechnic College