Sydney Salvoza
Real Time Analyst - Workforce Support
Pasig City
Summary
Results-oriented professional with over 10 years of experience in administrative, clerical, customer service, technical support, and workforce management. Skilled in real-time data analysis and performance monitoring. Strong focus on team collaboration, achieving results, and adapting to changing needs. Recognized for reliability, clear communication, and problem-solving abilities. Prioritizing quality, satisfaction, and reliability while maintaining professional work ethics is a core value brought to any role or project.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Workforce Real Time Analyst
Startek
Pasig City
07.2023 - 05.2025
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Managed real-time inbound call traffic across multiple contact center locations.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Customer Service Representative
Startek
Pasig City
09.2022 - 07.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Startek
Pasig City
07.2021 - 09.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Records Officer
Victory Christian International School
Pasig City
09.2017 - 05.2020
- Managed physical storage units, maintaining organization and accessibility of archived files.
- Maintained strict confidentiality standards, ensuring the privacy of sensitive information for clients and employees.
- Responded promptly to requests for information from internal departments or external parties, fostering positive working relationships throughout the organization.
Admin Assistant
Unionbank of the Philippines
Pasig City
09.2014 - 04.2017
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
Education
Associate - Information Technology
DATAMEX Information Technology
Pasig City 06.2012 - 04.2014
Practical Ministry -
Baptist Bible College Asia
Pasig City 06.2011 - 03.2012
Skills
Workforce management
Decision-making
Multitasking Abilities
Microsoft Excel proficiency
Time management
undefinedTimeline
Workforce Real Time Analyst
Startek
07.2023 - 05.2025
Customer Service Representative
Startek
09.2022 - 07.2023
Technical Support Representative
Startek
07.2021 - 09.2022
Records Officer
Victory Christian International School
09.2017 - 05.2020
Admin Assistant
Unionbank of the Philippines
09.2014 - 04.2017
Associate - Information Technology
DATAMEX Information Technology
06.2012 - 04.2014
Practical Ministry -
Baptist Bible College Asia
06.2011 - 03.2012
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