telus international

workforce analyst

2018/01～ 2021/12

Tasks or responsibilities:
Real-time chat/call and email queue management. Provide recommendations in staffing based on the chat/call volume and switch agents to email to be more productive during avail time.
Optimization of schedule. Updates agent’s status, profile and schedule updates/ modification and disputes.
Create, generate and send reports to clients and operations as needed or bi-hourly/hourly/weekly and monthly.
Coordinates with IT, clients and operations on system downtimes, maintenance or any issues/events that
might affect the service level.
Answers chat, phone and email within a specified turnaround time.

C3 CustomerContactChannels

traffic analyst

2016/08～ 2017/04

Tasks or responsibilities:
Real-time chat queue management. Provide recommendations in staffing based on the call volume.
Optimization of schedule if needed. Updates agent’s status, profile and schedule.
Create, generate and send reports to clients and operations as needed or bi-hourly/hourly/weekly.
Coordinates with IT, clients and operations on system downtimes, maintenance or any issues/events that
might affect the service level.
Answers chat, phone and email as soon as possible or within a specified turnaround time.

convergys philippines

Command Center Coordinator

2010/12～ 2016/03

 April 2015 – March 2016 - Command center coordinator
Onstar - Pre-day management Scheduling and forecasting - CVG1 – Makati City
******June 2013 –April 2015 - Command center coordinator
eBay / Walgreens / Express Scripts/ Paypal - CVG1 and Robinsons Galleria – Makati/Pasig City
Tasks or responsibilities:
Real-time chat queue management. Provide recommendations in staffing based on the call volume.
Optimization of schedule if needed. Updates agent’s status, profile and schedule.
Create, generate and send reports to clients and operations as needed or bi-hourly/hourly/weekly.
Coordinates with IT, clients and operations on system downtimes, maintenance or any issues/events that
might affect the service level.
Answers chat, phone and email as soon as possible or within a specified turnaround time.

 July 2011 - June 2013 - C &A - Credits & Activations and Collections Rep.
AT&T - CVG Glorietta 5 - Makati City
Tasks or responsibilities:
Answers Billing and general information inquiries of customers over the phone.
Assisting customers in processing orders, sales/payments, customer information updates and shipping
using the client tools.
Upselling client’s value to customers by providing promos and updates to enhance customer’s account or
Plan.
Creating new accounts, adding new lines and activating account with customized plan based on the customer’s needs.
Negotiating and processing payments or assist in setting up payment plans for delinquent accounts/suspended acct.

 December 2010 - July 2011 - B.G.I. - Billing and General Information Rep.
DirecTV - Northgate, Alabang, Muntinlupa City
Tasks or responsibilities:
Answers Billing and general information inquiries of customers over the phone.
Assisting customers in processing orders, sales/payments, customer information updates and shipping
using the client tools.
Upselling value to customers by providing promos and updates to enhance customer’s account or
Plan, deescalating and saving accounts that is requesting for cancellation.

Bhive

Quality Analyst

2010/01～ 2010/11

 January 2010 - November 2010 - Outbound Representative/Quality Assurance
Market Research and Real Estate Campaign/ FMS Company/Debt Relief Services
Townsend Polymer / Time Share/ JW World Resources/Armada Debt Solutions –Las Piñas City
Tasks or responsibilities:
Appointment setter, outbound representative/Telemarketer.
Offer debt solutions and do phone surveys to possible prospects.
Listens to and provide feedback for quality calls.
Update and create database information for possible prospect and clients.

Hotel Meizansou

Hotel staff

2008/10～

Hotel Staff - Nagoya City, Japan

Hotel Shidotaira

Hotel staff

2007/01～

Siva Incorporated

Liaison officer

2002/01～ 2007/05

Tasks or responsibilities:
Administrative task such as organize and create files for applicants.
Create and update profiles, IDs and documents. Provide updates and schedule for applicants.
Send emails, answers inbound and outbound calls for events and interviews.

Freelancer (Workshift/ Upwork)

Virtual assistant (Freelance)

2020/10～

Freelancer:
Research, survey, typing jobs
Resume updates
Video editor
Photo uploader
Organize business emails, plans and organize meetings and travels/accommodation.

Provided administrative, coordination, and business support across various projects on a part-time and project-based basis.

Key Responsibilities:

Acted as the primary liaison in the Philippines, representing the company in local communications and activities.

Provided virtual administrative support, including scheduling, data gathering, and project documentation for consulting engagements.

Assisted Japanese clients with market research and on-the-ground insights relevant to Philippine operations or expansions.

Handled email communications, follow-ups, and updates with local stakeholders and service providers.

Coordinated local logistics or requirements aligned with project scopes.

Ensured timely delivery of assigned outputs, maintaining alignment with Japanese work standards and timelines.


Key Achievements:

Successfully supported multiple consulting projects aiding Japanese businesses exploring Southeast Asian markets.

Contributed to smooth communication flow between Japanese leadership and Philippine-based contacts.

Continuum

Workforce Analyst

2021/12～ 2024/05

Real-time queue management.
Provide staffing recommendations based on the volume.
Optimize schedules, and modify agents' status, profile, skill, and schedule.
Answers chat, phone and email within a specified turnaround time. Communicates with operations, other departments (such as HR and IT), team members, clients, and vendors for anything that may impact service level and performance.
Produced and updated documents, reports, and tracking spreadsheets using Microsoft tools, Google, Verint, IPACD, and Vendor dash.

Everise

Lead Scheduler

2025/12～

Account handled: Dominion Energy Virginia
Worked with managers to achieve compliance with organizational policies, providing
clarifying information and recommending necessary changes.
•
Enhanced workforce efficiency by analyzing data and identifying areas for
improvement in staffing and scheduling.
•
Guided leadership teams in decision making related to workforce planning, including
resource allocation and budgeting considerations.
•
Developed contingency plans for potential disruptions in staffing due to unexpected
events such as natural disasters or public health crises.
•
Worked with management to develop strategic and tactical plans to meet different
requirements.
•
Performed ad hoc reporting and analysis to improve overall performance of call
center and enable strong understanding of business.
•
• Managed real-time inbound call traffic across multiple contact center locations.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Optimized schedules, forecasts and other tools to present to management.
Evaluated effectiveness of current staffing models, recommending changes to
improve productivity levels across departments.
•
• Managed overtime, shift swaps, breaks and PTO requests.
Demonstrated adaptability by quickly adjusting to unforeseen scheduling challenges
or last-minute changes, maintaining a smooth workflow for staff and customers.
•
Collaborated with management to accurately forecast staffing requirements based on
historical data and projected growth.

Continuum Global Solutions

Workforce scheduler

2024/05～ 2024/12

Account handled: Dominion Energy Virginia (acquired by Everise as of Dec 2024)
Implemented software solutions to enhance scheduling capabilities, resulting in
reduced manual errors and improved productivity.
•
Maintained compliance with labor laws regarding breaks, overtime, and time off
requests, reducing potential legal issues.
•
• Reduced labor costs with efficient shift planning to meet business demands.
Demonstrated adaptability by quickly adjusting to unforeseen scheduling challenges
or last-minute changes, maintaining a smooth workflow for staff and customers.
•
Managed vacation requests and coordinated coverage, maintaining adequate staffing
levels during peak periods or absences.
•
Maintained accurate records of employee hours worked through diligent
documentation practices.
•
Coordinated training schedules for new hires, ensuring proper integration into
existing teams and work routines.
•
Monitored employee performance and attendance, adjusting schedules as needed to
maintain optimal workforce efficiency.
•
Improved employee satisfaction through the implementation of a fair and balanced
scheduling system.
•
Optimized workforce scheduling by analyzing staffing needs and incorporating
employee availability.
•
Collaborated with management to accurately forecast staffing requirements based on
historical data and projected growth.
•
• Managed real-time inbound call traffic across multiple contact center locations.
• Prepared and maintained reports, dashboards and monthly packages.
• Optimized schedules, forecasts and other tools to present to management.
Performed ad hoc reporting and analysis to improve overall performance of call
center and enable strong understanding of business.
•
Managed relationships with external vendors providing temporary staff resources
during peak periods or special projects.
•
Identified emerging trends impacting the industry''s workforce landscape, advising
executives on potential implications for future business operations.
•
Conducted regular audits of HR systems and processes related to workforce planning,
ensuring accurate recordkeeping practices.
•
Ensured compliance with labor laws and regulations through regular review of
workforce policies and procedures.
•
Developed contingency plans for potential disruptions in staffing due to unexpected
events such as natural disasters or public health crises.
•
Evaluated effectiveness of current staffing models, recommending changes to
improve productivity levels across departments.
•
Enhanced workforce efficiency by analyzing data and identifying areas for
improvement in staffing and scheduling.

Shapland swim schools

Virtual Assistant

2023/06～ 2025/07

Overview: Served as a reliable Virtual Assistant for an Australia-based swim school, supporting daily operations and customer relationship management in a part-time, remote setup. Played a key role in data accuracy, client engagement, and financial record-keeping.

Key Responsibilities:

Managed data entry and maintained accurate client records, ensuring consistency across internal systems.

Sent email and SMS communications to clients regarding payment reminders, lesson feedback surveys, and scheduling notices.

Collected and organized customer feedback to improve client experience and instructional quality.

Handled basic accounting tasks such as bank statement reconciliation and verifying client payments against account records.

Coordinated with internal staff to ensure smooth delivery of swim lessons and client satisfaction.

Contributed to administrative efficiency by identifying and resolving data inconsistencies.


Tools/Systems Used:

Spreadsheet software (e.g., Excel, Google Sheets)

Email and SMS platforms

Internal swim school CRM system (unspecified)


Key Achievements:

Maintained 100% accuracy in payment tracking and client record updates.

Helped improve timely client communication, reducing missed payments and enhancing customer satisfaction.