Bernadeth M. Rocafort

Seeking to obtain Workforce Analyst position, to utilized my experience in real time staffing, forecasting and optimizing schedules for operations success, and to leverage knowledge and skill in Workforce Management and aims to help in continuing operations with outstanding objective.

Workforce Analyst- Scheduler - Alorica - Lipa City, Batangas

(2020-02)

• Responsible for optimizing agent schedules and ensure line are properly staffed according to line requirement, and complying with all policies, procedures, and regulations relating to job duties.
• Responsible in generating optimized schedules that balance the requirement of the business with the needs of the agents.
• Process time off, re-scheduling cause by shift change requests and shift bids.
• Coordinate and facilitate collaboration with other department team and operation management to capture forecast and schedule changes due to business need and staffing impact activities.
• Lead regular weekly calls with Operations and Client Solutions and exercise discretion in making staffing recommendations.
• Ensure forecast and schedule efficiency, consistency, and reliability.
• Align call demand with agent supply to achieve key performance objectives in service level, line adherence and occupancy.
• Determine annual, quarterly, monthly, daily and intra-day workforce requirements by gathering and analysing data and trends.
• Regularly provide feedback to management and assists clients directly in support of ongoing & future strategic initiatives.
• Perform special assignments and tasks and other duties as assigned by management.

Workforce Real Time Associate - Alorica - Lipa City, Batangas

(2018-10 - 2022-02)

• Monitor real time queues and adherence to ensure service level and response time objective are met
• Monitors real time queues and callouts, and communicate well with the client and the operations
• Sending to operations an hourly and end of day report and other workforce related deliverables.

Customer Service Agent - Alorica - Lipa City, Batangas

(2016-08 - 2018-10)

• Ensures excellent high quality customer service, satisfaction and resolution of queries via inbound and/ or outbound calls
• Assigned in any workplace that the company seems would be best serve the business interest of the company

Airport Customer Service Agent - Qatar Airways - Hamad International Airport, Qatar

(2017-06 - 2017-08)

• Provides five-star customer service experience to airport users at all times ensuring the journey of each passenger is memorable throughout the different points in the airport.

Customer Service Agent - Teletech - Lipa City, Batangas

(2013-01 - 2016-04)

• Provides excellent customer service experience in a professional and timely manner
• Resolves customer's enquiries or complaint to customer satisfaction

Web Support Specialist - Yell Mediaworks Inc. - Quezon City

(2011-04 - 2012-12)

• Provides excellent customer support for website layout, graphics and text changes requests
• Write search engine optimized content for web pages that are accessed through website search engine results pages.

Customer Service Agent - Motif Limited Philippine Branch - Quezon City

(2009-11 - 2010-08)

• Provides excellent customer service experience
• Help customers in account management and registration
• Resolves service, technical, or financial issues such as payments, transactions and other related issues

Technical Support Representative - Convergys Philippines - Quezon City

(2009-05 - 2009-10)

• Provides excellent technical and customer care support in a courteous and professional manner
• Resolves customer problems through first contact resolution.

Administration Staff - Moreno Group Plc - Central Business District, Abuja, Nigeria

(2008-08 - 2009-04)

• Assist with recruitment and staffing logistics
• Handles expatriates work documents, ensuring everyone is properly documented as required
• Handles expatriates' payroll, booking air tickets for local and international flights

Secretary to the Managing Director - Giorgio Dredging Ltd. - Lagos, Nigeria

(2008-03 - 2008-08)

• Organizing and preparing schedules and appointments, attending meeting, and taking minutes
• Handling incoming and outgoing calls, faxes and e-mails, and filing documents

IT Staff - Mount Malarayat Golf & Country Club - Lipa City, Batangas

(2005-06 - 2008-02)

• Provides the best technical assistance within the hotel and country club departments and hotel guests
• Creates digital designed layout and develop and produce web-based graphics ad as requested by departments

Bachelor of Science - Computer Programming - De La Salle University (1997 - 2001)

Associate - Information Technology & Computer System Design - IIIIT, Philippines (2002 - 2004)