WFM Analyst
Resume:
Dear Hiring Manager
Greetings,
I’m writing to you to express my intention of applying for the position of Scheduling Analyst.
I have 4 years of experience in the BPO industry and have extensive knowledge in workforce management and customer service delivery.
I have developed both technical and soft skills through my interaction and collaboration with different teams both at the team and multi department levels. I have worked with numerous professionals both at the local and Asia Pacific, North America and Latin American regions.
I have developed my career quickly of which the highlight is Workforce Management where I have developed expertise on managing multiple programs both from a Global and Dedicated Support model.
My three years of experience in Workforce Management allowed me to acquire skills and knowledge in Industry standard WFM Processes, tools, reporting methodologies and best practices aimed at meeting contractual obligations and achieving maximum profitability.
I’m very much motivated to continue my WFM career and to join Transcom and be able to further grow and contribute to the organization.
I’m hoping that you’ll allow me to further share how I can be of value to the Transcom through an interview at a time and venue of your preference.
Sincerely yours,
Ma Alexandria LlaneM. Biaña
Ma. Alexandria Llane M. Biaña
Address: 77 Flamengco St, Panghulo, Obando Bulacan
E-mail: adgn7z@r.postjobfree.com
ContactNumber: +639*********
Previous Working Experiences
A.Global Workforce Analyst
Alorica Philippines
June 2015 – August 2018
Duties and Responsibilities
Perform Real-Time Queue Management to ensure Key Performance Indicator (KPIs) are met.
Make real- time staffing recommendations base on call arrival and forecast which may include skill prioritization, volume allocation for multiple site set-ups and overtime or VTO requirements.
Make adjustments on breaks, lunches and pre planned activities of the employees based on current staffing and absenteeism.
Coordinate with site RTAs and operations to ensure that action items are being implemented and observed across North American and Latin American Call Centers and Work at Home affiliates.
Directly communicate with clients and provide routine or ad hoc performance reporting, service outage resolution or any other WFM related concerns of the Alorica clients and partners.
Perform adherence, availability and work exceptions entries in various workforce solutions such as Spectrum, Verint and GMT.
Process and submit multiple types of reports ensuring quality and timelines using MS Tools – MS excel and MS Outlook.
Act as a point of contact and decision maker in the absence of my superior.
B.Customer Service Representative
Alorica Philippines
April 2014 – June 2015
Provide Customer Service by means of answering inquiries on warranty.
Assisting customers with basic troubleshooting guidelines.
Schedule service providers to assist them at their home with their appliances/gadgets as part of the extended warranty.
Forward complains and follow ups to appropriate support groups/department for resolution and processing.
Call back customers and provide feedback regarding concerns and complaints.
Educational Attainment
•Far Eastern University – Morayta, Manila
BS in Hotel and Restaurant Management (2020 Graduate)
•Colegio de San Pascual Baylon – Obando, Bulacan
Primary and Secondary (2002-2012)
Skills Profile:
Effective communication skills.
Effective email writing and business correspondence.
Proficient in MS products such as Word, Excel, PowerPoint and MS outlook.
Event venue decorating, table layout and themed setting.
Event supplier and vendor relations management.
Advanced Customer Service Competencies in both local, North American and Latin American clients.
Excellent leadership capabilities and multitasking on a high guest traffic environment.
Seminars Attended
Gastronomic Tour
Laguna, Philippines
April 2012
Food Safety and Sanitation Tour
Laguna, Philippines
September 20, 2012
Sharp Minds – Job Interview and Resume Writing
Far Eastern University Manila – SB101
March 09, 2013
Mix n’ Match Seminar
Far Eastern University, Manila
2013
The Bellevue Manila Student Immersion Program
Alabang, Muntinlupa City
February 10-11, 2014
Bacardi University Cocktail Training Program
Far Easter University, Manila
September 20, 2016
Personal Background
Birthday : March 28, 1996 Civil Status : Single
Birthplace : Intramuros, Manila Gender : Female
Father’s name : Gines P. Biaña Age : 23
Mother’s name : Imelda M. Biaña Citizenship : Filipino
Religion : Roman Catholic
Character References:
Name : Laurel R. Ramos
Position : Workforce Supervisor
Company : Alorica Inc., Makati City
ContactNumber/s : +639*********
Name : Bryan E. Padilla
Position : Trainer
Company : Alorica Inc., Makati City
ContactNumber/s : +639*********
Name : Chef Richard Tabuena
Position : Professor
Company : Far Eastern University, Manila
ContactNumber/s : +639*********
I hereby certify that the above information is true and correct.
Ma. Alexandria Llane M. Biaña
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