Ryan Rex Gellena
Paranaque City
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Workforce Planner
Enshored - Travelperk
09.2022 - Current
- Analyzes and develops weekly recommendations for scheduling and uses staffing requirements, call center and operations schedules to determine required staffing levels to ensure the organization's ability to meet operational commitments
- Creates integrated database tracking tools for staffing shrinkage patterns (vacation, sick, training, etc.) to optimize staffing forecasts
- Provide analysis and recommendations to improve staffing levels and performance efficiency while advising multiple business segments leaders of observed trends.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
Real-Time Analyst
Enshored - Travelperk
05.2021 - 09.2022
- Assist the Management in attaining the account’s / Client’s goal
- Real-time monitoring and ensuring agent’s productivity
- Managing agent’s schedule, staff distribution, Rest Day, and VL
- Assist the Account in handling outages
- Send out Volume trend reports, Absenteeism reports, EOD Reports, Performance Reports, and callouts
- Creating templates for reports and processes for the account
- Assigning customers’ emails about their hotel, car rental, and flight reservation to the right queue or department.
- Implemented process improvements that led to increased agent availability during high-demand periods.
- Gathered, documented, and modeled data to assess business trends.
Mission Control Analyst
Teleperformance Ayala
05.2019 - 01.2021
- Assist the Management in attaining the account’s / Client’s goal
- Real-time monitoring and ensuring agent’s productivity
- Adjust call, chat, and email allocations due to real-time changes
- Assist the Account in handling outages
- Send out Intraday reports, Absenteeism reports, EOD Reports, Performance Reports, and callouts.
Travel Consultant
Teleperformance Ayala
05.2018 - 05.2019
- Travel Consultant for Expedia
- Determining customers’ needs and suggesting the best travel plan.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
Education
Bachelor of Science in Business Administration - Operations Management
City University of Pasay
01.2014 - 04.2018
Skills
Proficient with Microsoft Word, Excel, Google Sheets, and PowerPoint
Training
- Excel Expo Course, Teleperformance Ayala – Ayala Avenue corner Gil Puyat Avenue, Makati City, Philippines, 2019-10-23
- WFM 101, Teleperformance Octagon – Brgy. San Antonio, San Miguel Avenue Pasig City, Philippines, 2019-10-18
- TESDA NCIII Certified Bookkeeper, City University of Pasay, 2016-07-31
- 1 Day Leadership Life Principle Seminar “Find Your PURPOSE, Change Your LIFE”, 32 Samar Ave, Quezon City, 2017-03-09
Disclaimer
I hereby testify that the above information is true and based on my best knowledge
Timeline
Workforce Planner
Enshored - Travelperk
09.2022 - Current
Real-Time Analyst
Enshored - Travelperk
05.2021 - 09.2022
Mission Control Analyst
Teleperformance Ayala
05.2019 - 01.2021
Travel Consultant
Teleperformance Ayala
05.2018 - 05.2019
Bachelor of Science in Business Administration - Operations Management
City University of Pasay
01.2014 - 04.2018