Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

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Skillset

• 8 years of relevant experience
• Monthly Closing > Month End Reporting
• Positive Attitude
• Self-motivated
• Staffing
• Microsoft Excel
• Microsoft Office
• Microsoft PowerPoint
• Microsoft Word
• English
• Tagalog > Filipino

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Work Experience

• Forecasting Analyst, Data/Reporting Analyst

  Nov 2021 - Jan 2025

  
  
  • * Responsible in building Operations daily/weekly/monthly reporting * Responsible in building Project based reports Nearsol
  
  

• Verint Support Specialist

  Aug 2021 - Nov 2021

  
  
  • * Reviews and analyzes technical problems and functionality of Verint and the integrated external applications. * Determines best course of action to resolve technical problems and inquiry. * Responsible in maintaining Verint User License; Imports and Terminates Verint user
  • * Communicates and escalates technical problems of external applications to the designated support. * Provides internal trainings and sessions to guide users on product usage. * Develops and improves product knowledge, in order to provide accurate technical resolution
  • Qualfon
  
  

• Scheduling Analyst

  Dec 2018 - Aug 2021

  
  
  • * Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation * Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations * Creating employee schedules with the automated WFM tool used for the specific accounts * Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures * Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management * Create and maintain schedule bids or other scheduling automated methodologies * Actively participate and provide suggestions and solutions during schedule approach review * Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to Qualfon
  
  

• Real Time Analyst

  Jan 2018 - Dec 2018

  
  
  • * Handles centralized tasks of schedule adherence, attendance and real-time productivity. * Processing and approval (in consultation with WFM Intraday Management) of tickets and requests within Verint or any other WFM ticketing tool from operations to WFM regarding (preferred) changes to the published schedules
  • * Processing attainment exceptions in the schedule of the agents * Processing and make operational changes to the schedule, directed and/or initiated by WFM Intraday Management and inform when required the agents or OPS supervisors about these changes * Process all tasks related to attendance tasks, including voicemail reviews Qualfon
  
  

• Reports Associate

  Aug 2017 - Jan 2018

  
  
  • * Responsible for reporting process, processing and analysis of data provided by the client. * Maintain accurate reporting sources. * Process daily, weekly and monthly Workforce reports.
  
  

• Data Entry Analyst

  Feb 2016 - Aug 2017

  
  
  • Expert Global Solutions/Alorica ------- * Process all tasks related to attendance tasks, including voicemail reviews * Processing attainment exceptions in the schedule of the agents
  
  

• Collections Agent

  May 2015 - Feb 2016

  
  
  
  

• Collection Representative

  Nov 2013 - May 2015

  
  
  
  

• Customer Service Representative

  Mar 2013 - Oct 2013

  
  
  
  

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2012 - Jan 2013
  

  Degree: B.S.

  Major: Duration: Jan 2009 - Jan 2011