Deployment Analyst | Workforce Management & Resource Planning at PwC Acceleration Centre Manila (2022-08 – 2026-08)
Workforce Management and Reporting responsibilities across APAC region
- Owned end-to-end workforce deployment across Australia, New Zealand, and APAC by managing work allocation, data validation, and resource planning.
- Led extraction, transformation, cleansing, and validation of workforce data to ensure accurate staffing decisions.
- Governed workforce deployment compliance by validating resource eligibility, client restrictions, and engagement requirements, ensuring risk-free staffing decisions.
- Fostered strong relationships with Deployment teams and AC resources through effective communication via Google Chat and Microsoft Teams.
- Acted as a key liaison for Deployment Seniors, providing backup support across multiple clusters within the firm.
- Identified and implemented automation opportunities to enhance resourcing processes, increasing efficiency and reducing manual effort.
- Managed daily operational tasks, including email notifications, resource enrollment on SDC Connect, and workflow management using SD Phoenix tools.
- Partnered with Deployment Consultants, Engagement Leaders, Operations Managers, and Service Delivery Leaders to resolve workforce challenges, improve resource allocation, and support strategic business objectives.
- Provided executive workforce insights that enabled Operations Managers and Service Delivery Leaders to make informed staffing and resource allocation decisions across multiple engagements.
- Conducted User Acceptance Testing (UAT) for a new workflow platform in India and the Philippines, supporting global process standardization.
- Ensured consistent communication with the Engagement Team regarding US Sanction clearance for all engagements.
- Managed workforce bookings for 300+ professionals via Salesforce TeamBuilder bookings, balancing workforce capacity and eliminating scheduling gaps.
- Developed and delivered weekly, monthly, and annual workforce reports, analyzing actual hours, identifying discrepancies, and resolving utilization gaps.
- Continuously monitored and updated productivity and utilization metrics to optimize resource allocation and improve workload distribution.
- Developed ad hoc reports tailored to the needs of Operations Managers, Deployment Consultants, and Service Delivery Leaders.
- Served as PMO for New Zealand operations, presenting workforce insights to senior leadership.
- Streamlined reporting and resourcing processes, reducing manual data handling by identifying opportunities for automation.
- Enhanced offshore client utilization tracking, enabling better decision-making and improved resource alignment across regions.
- Strengthened cross-functional collaboration between Deployment and Engagement teams, fostering a culture of transparency and efficiency.
- Selected to represent the team and sent to India for cross-functional training alongside global workforce teams, enhancing collaboration and process alignment across regions.
PROJECT Ethernet Tester (remote) at BOLD Business (2021-10 – 2021-11)
Ethernet testing project for Metro City in the US
- Conducted comprehensive Ethernet testing for Metro City in the US, leveraging Amazon Web Services (AWS) to ensure seamless network performance and reliability.
- Built and maintained strong professional relationships with the US Team Leader, ensuring effective communication and collaboration across remote teams.
Workforce Management Associate (Assistant Workforce Supervisor) at PLDT (2019-02 – 2021-05)
Workforce coordination and field operations management
- Directed the extraction and dispatch of job orders and restoration service requests, ensuring seamless daily operations and timely resolution of customer concerns.
- Updated and maintained data accuracy within OSS systems, optimizing cable records for efficient service delivery.
- Configured VOIP and data services for both DSL and Fiber network customers, ensuring high-quality connectivity via NMS.
- Provided detailed daily production reports to Business Managers, enabling data-driven decision-making.
- Streamlined logistics processes by managing the distribution of hardware tools and materials required for field operations.
- Trained Field Associates on advanced troubleshooting techniques, customer service best practices, and operational procedures, enhancing team performance.
- Mentored On-The-Job trainees through comprehensive onsite and in-office training programs, ensuring successful project completion.
- Acted as the Single Point of Contact (SPOC) for the project, facilitating smooth communication between stakeholders, customers, and the workforce.
- Improved field team efficiency and customer satisfaction through effective workforce coordination and resource allocation.
- Successfully onboarded and trained multiple Field Associates and trainees, fostering a skilled and service-oriented workforce.
Field Service Engineer II at PLDT (2013-12 – 2019-02)
Field installation and maintenance of FTTH and DSL lines for customers
- Expertly installed and restored FTTH and DSL lines for residential and corporate clients, ensuring uninterrupted connectivity and exceptional service quality.
- Conducted advanced troubleshooting and maintenance of FTTH facilities, resolving complex technical issues to minimize downtime.
- Configured and optimized network setups on customer premises, delivering tailored solutions to meet client needs.
- Established and maintained strong relationships with customers, fostering trust and satisfaction through excellent service and support.
- Deployed and set up hardware modules for customer use, ensuring seamless integration and functionality.
- Consistently exceeded sales targets by upselling value-added services and PLDT plans, contributing to revenue growth.
- Utilized OSS applications to efficiently manage job orders, streamline workflows, and ensure timely task completion.
- Consistently exceeded service quality through technical expertise and customer relationship management.
- Recognized for delivering exceptional customer experiences, resulting in increased client retention and positive feedback.
- Enhanced operational efficiency through proactive troubleshooting and effective use of OSS tools.
- Boosted sales revenue by promoting and upselling services aligned with customer needs.
Field Service Assistant at PROSERVE Human Resources (2013-08 – 2013-12)
Field service installation and reporting
- Installation of PLDT FTTH lines.
- Report production daily to Team Leader and Dispatcher.
