Victoria Ann Cedro
Cavite,CAV
Summary
Analytical and detail-oriented Workforce professional with experience in real-time monitoring, performance tracking, and workforce coordination. Skilled in analyzing live data, managing agent adherence, and implementing immediate actions to maintain service levels. Proficient in reporting, problem-solving, and communicating operational insights. Committed to optimizing workforce efficiency and delivering consistent operational performance.
Overview
5
5
years of professional experience
Work History
Workforce Real Time Analyst
Harte Hanks
Manila, Metro Manila, Philippines (Remote)
04.2021 - Current
- Analyzed real-time workforce data to optimize staffing levels and enhance operational efficiency.
- Monitored call center performance metrics, ensuring adherence to service level agreements.
- Identified trends in call volume patterns, providing actionable insights for scheduling adjustments.
- Assisted in developing forecasting models to predict workload peaks and resource allocation needs.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
- Developed comprehensive reporting tools to assist supervisors in tracking key performance indicators related to call center metrics and agent productivity.
- Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
Education
Animation
IAcademy
Makati City, Metro Manila, PhilippinesNo Degree - Culinary Arts
Academy For International Culinary Arts (AICA)
Pasig, Metro Manila, PhilippinesSkills
- Real-Time Monitoring & Workforce Management
- Data Analysis & Reporting (Excel, dashboards)
- Service Level & KPI Tracking (AHT, adherence, volume)
- Strong Analytical & Problem-Solving Skills
- Time Management & Multitasking
- Decision-Making Under Pressure
- Excellent Communication & Coordination
- Attention to Detail & Accuracy
- Schedule Adherence Monitoring
- Incident Handling & Escalation Management
- Adaptability in Fast-Paced Environments
Timeline
Workforce Real Time Analyst
Harte Hanks
04.2021 - Current
Animation
IAcademy
No Degree - Culinary Arts
Academy For International Culinary Arts (AICA)