Administrative Assistant / Workforce Analyst Specialist

KATHERINE VELINA – DELA CRUZ

#** ******** ****** ****** ******* 1

San Pedro, Laguna 4023

Mobile#: +63-968-***-****

*********.******@*****.***

OBJECTIVE:

To pursue an interesting and challenging career in Call center that recognizes and awards excellent talents.

WORK EXPERIENCE:

Intouchcx

Realtime Analyst

March 16,2024 ~ Present

Monitor all scheduling and deployment functions such as team shifts, on-phone times, breaks, lunches, etc.

Generate comprehensive reports on staffing, real-time schedule adherence, and other significant reports of the account and distribute these reports to all concerned parties.

Putting exceptions in the IEX and in Verint.

Lazada Phil.

Workforce Analyst- Associate

May 18, 2015 ~ April 1, 2023

Implement workforce functions like deployment and scheduling, capacity planning and forecasting, retrieval and analysis of ACD characteristics, real-time monitoring.

Monitor all scheduling and deployment functions such as team shifts, on-phone times, breaks, lunches, etc.

Generate comprehensive reports on staffing, agent productivity, real-time schedule adherence, and other significant reports of the account and distribute these reports to all concerned parties.

Partly Creating Dashboards in SQL to contribute in a fast-paced e-commerce environment, and by that will provide an accurate details on a daily weekly and month statistics.

ALORICA RIM INC (GCC – Region 3)

Realtime Analyst

Oct 03, 2013 ~ May 15,2015

Monitor all scheduling and deployment functions such as team shifts, on-phone times, breaks, lunches, etc.

Coach, monitor and control TSR regarding attendance and schedule adherence.

Generate comprehensive reports on staffing, agent productivity, real-time schedule adherence, and other significant reports of the account and distribute these reports to all concerned parties.

Formulate procedures and suggestions on how to obtain service level goals and strategic initiatives.

Provide suggestions on how to obtain service level goals and strategic initiatives

Putting exceptions in VERINT and IMPACT 360.

ALORICA RIM INC (AT&T)

Site Coordinator

Jan 25, 2013 ~ Oct 03, 2013

Monitor Service Level for several contact centers and ensure target service level is met by formulating action plans followed by the team.

Communicate to several contact centers to collect necessary information needed to resolve the issue & close trouble tickets regarding system issues & IT & telephony infrastructure and provide resolution

Generate comprehensive reports on staffing, agent productivity, real-time schedule adherence, and other significant reports of the account and distribute these reports to all concerned parties.

ADVANCED CONTACT SOLUTIONS (DTAG)

WorkForce Analyst

Feb 28, 2008 ~ Jan 25, 2013

Monitor all scheduling and development functions such as team shifts, on-phone times, breaks, lunch, etc.

Coach, monitor and control Customer Service Associates (CSA’s) regarding attendance and schedule adherence.

Generate comprehensive reports on staffing, agent productivity, real-time schedule adherence and other significant reports of the account and distribute these reports to all concerned parties.

Serve memos and forward them to Operations Supervisors (Ops Sups) in case of their agent’s policy in adherence as needed.

ADVANCED CONTACT SOLUTIONS (DIRECTV)

WorkForce Analyst

May 2005 – February 2008

Responsible for the attendance of all the agents.

Monitor all scheduling and development functions such as team shifts, on-phone times, breaks, lunch etc.

Putting exceptions in the IEX programming.

ADVANCED CONTACT SOLUTIONS (AT&T Inbound Sales)

Customer Service Representative

May 2004 – July 2004

One of the world class telecommunication networks in the USA.

ADVANCED CONTACT SOLUTIONS (EBAY.com)

Customer Service Representative

Feb 2004 – May 2004

One of the world class online shopping website.

EDUCATION:

Bachelor of Science in Business Administration, Colegio San Juan de Letran

(Date Graduated March 2001)

Major: Computer Management

Immaculate Heart of Mary School

(Date Graduated March 1997)

Highschool Diploma

PERSONAL INFORMATION:

Born on the 30th of November in Malate, Manila. Fluent in English and Filipino both in oral and written communication. Competent in Microsoft Office Applications such as Word, Excel, Power Point and Adobe Photoshop. Knowledgeable in the Internet. Interests and hobbies include reading, going out with friends, surfing in the internet and watching movies and concerts. Proactive, self-propelled and a team player.

CHARACTER REFERENCE:

To be furnished upon request.

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