Client Success Data Analyst - BruntWork PH - Online
(2025-01)
- Extract daily productivity hours from ActivTrak and validate paid hours against minimum requirements for accurate reporting.
- Audit extra hours, system issues, productivity trends, and daily/weekly performance to ensure target percentages are met.
- Maintain and enhance TAM files, report trackers, and operational data files used for monitoring, analysis, and decision-making.
- Investigate ActivTrak issues, coordinate updates with MBH and stakeholders, and document concerns through appropriate channels.
- Lead productivity improvement focus group discussions and supervise CSPs dedicated to data-management support.
- Support CSM administration by submitting MOF requests, facilitating interviews, preparing SUM reports, and validating staff pay details each cutoff.
Workforce Management Capacity Planner / Scheduler - BruntWork PH - Online
(2023-11 - 2024-12)
- Aligned programs and schedules to optimize employee productivity, staffing coverage, and operational readiness.
- Coordinated with Recruitment, Sales, Client Services, Operations, and clients to forecast and manage staffing requirements.
- Prepared capacity inputs for voice and non-voice programs, including volume, seat occupancy, AHT, productivity, and campaign performance factors.
- Published over/under snapshots, reports, and action plans to address staffing gaps, overages, schedule adherence, service level, and absenteeism.
Workforce Management Capacity Planner / Scheduler - GTech US - TELUS International Philippines - BGC, Taguig
(2020-11 - 2022-05)
- Gathered historical data, normalized volume, and removed anomalies to support accurate forecasts and capacity plans.
- Determined required headcount based on forecasted volume, target hours, and handling capacity.
- Tracked forecast-to-actual performance and recommended adjustments to improve resource maximization and planning accuracy.
Workforce Management Real-Time Analyst - G Suite - TELUS International Philippines - BGC, Taguig
(2017-08 - 2020-11)
- Managed real-time queues and supported Operations in meeting service-level targets through performance monitoring and escalation.
- Served as a central point of contact for performance-impacting events and documented account performance updates for management.
- Tracked real-time data and provided quantifiable recommendations for staffing, productivity, and service-level recovery.
Account Recovery / Generalist / Technical Support POC - TELUS International Philippines - BGC, Taguig
- Provided email, chat, and call technical support to G Suite customers with access issues.
- Supported agents through technical assistance, consultations, queue management, escalations, case management, and reporting.
Quality Auditor / Network Engineer Tier 1 - Accenture Philippines | Technical Support Representative L2/L1 - NTT Docomo Intertouch | Technical Support / Escalat - Multiple
Built a strong foundation in root-cause analysis, technical troubleshooting, process audits, customer escalation handling, and operational documentation.
- Performed process and performance improvement activities, technical assistance, WAN support, customer service, administrative support, and report extraction.
