日本と海外をつなぐクラウドソーシング

https://www.linkedin.com/in/maribel-arellano-8569281a0/

Optimization Analyst-Gaming

2018/10～ 2020/07

• Provide analysis and recommendations that introduce new opportunities for revenue generation and/or cost reduction
• Assist in the development of short-term and long-term strategic marketing programs in collaboration with property teams to improve revenues and profits
• Generate, maintain and distribute both recurring and ad hoc reports
• Manipulate large amounts of data for use in targeting and analysis
• Develop presentations to summarize and communicate key messages to senior management
• Manage, plan, design, execution and delivery of analytics projects as assigned
• Identify and surface any data related issues to resolve issues and mitigate risks
• Generates budget vs. forecast reports for Slots
• Prepare Table Games Spread for each cycle

Taskus Inc.

Scheduler/Planner

2016/11～ 2018/09

• Create long-range (annual) forecasts, and current year’s projections. Using forecasting logic, the Workforce Scheduler will also make short-term projections.
• Forecast various production workloads and to identify cyclical and seasonal trends, and adjust forecasts as needed.
• Assist assigned Operations department management with staffing models, loading the appropriate historical volumes and patterns into the scheduler to project month-over-month variances.
• Using scheduling software, generate schedules, determine the appropriate shift types and the number of shifts required to meet service levels by market and at the campaign level.
• Set up sites, markets, campaigns, new queues (skills) and remove obsolete skills from the Workforce Management Scheduling application.
• Perform other duties as assigned. Designs and/or improve report templates to effectively present production data and to clearly illustrate data trends relevant to management decision making.

Taskus Inc.

Real Time Analyst- Taskus Philippines

2015/09～ 2016/11

• Manage Real Time exceptions in a large call center environment
• Provide communication to and from Operations and other support departments for escalation of service-impacting issues
• Oversee call flow, real time, through workforce management tool (i.e. NB).
• Monitor intra-day call and work volume as compared to forecast.
• Completes real time activities related to staffing – Ensures that recommendations for appropriate adjustments to leverage, skill changes are occurring, as required
• Ensures that service level reports to scan for issues and anomalies, and reports perceived concerns to the Team Manager and/or client. (According to established escalation process)
• Ensures all required data is tracked and trended on a continuous basis. (Service Level, Attendance…)
• May conduct manual studies or analysis due to system short-falls (i.e. AHT, etc.)
• Analyzes real-time schedule efficiency measurements as well as key indicators such as service level, for continuous improvement
• Investigation of any deviations and enter exceptions in real time
• Maximize efficiency and occupancy while meeting service objectives
• Recognizes and recommends operational and support improvements
• Create simple to complex projects beneficial to the entire team and to the company

Reed Elsevier Shared Services (Philippines) Inc.

Senior Metrics Analyst

2020/01～

• Responsible for carrying out team projects
• Create simple to complex projects beneficial to the entire team and to the company
• Facilitates team meetings in the absence of the Supervisor
• Initiates and supports Continuous Improvement activities and opportunities
• Responsible for reporting on measurable performance indicators for the Content Operations teams within the LexisNexis Content Operations center in Manila, Philippines.
• Working closely with the LexisNexis Content Operations and Quality team members in both the Philippines & the U.S. to implement, execute, and revise quality and performance metrics reports, identify meaningful trends and process improvements.
• Demonstrated working in a fast paced environment managing multiple priorities within tight deadlines.
• Communicate effectively with all levels of leadership, internal customers, vendors and demonstrated ability to communicate with different cultures across multiple continents.