Sherly

A versatile and results-oriented professional with proven expertise in Workforce Management, specializing in leveraging data-driven strategies and scheduling optimization to enhance operational efficiency and achieve business objectives. Complemented by a creative background in digital marketing and graphic design, utilizing visual communication and targeted strategies to drive brand alignment and engagement. Demonstrates strong interpersonal and problem-solving skills cultivated through extensive customer service experience, ensuring high adaptability, reliability, and success in collaborative, fast-paced environments.

Workforce Management Specialist - Auctane

(2025-09 - 2026-05)

• Analyzed multi-channel workforce data to optimize scheduling models and significantly enhance overall operational efficiency.
• Developed historical trend forecasting models to predict staffing requirements and maintain optimal service levels across various seasons.
• Monitored real-time performance metrics strictly to ensure continuous adherence to organizational service level agreements (SLAs).
• Managed real-time inbound traffic including calls, live chats, and emails efficiently across multiple contact center locations.
• Administered operational workforce adjustments including overtime allocation, shift swaps, scheduled breaks, and paid time off (PTO) requests.
• Prepared and maintained operational performance reports, automated dashboards, and comprehensive monthly productivity logs.
• Led cross-functional initiatives to streamline scheduling processes, successfully reducing overtime costs while increasing staff productivity.
• Developed structured disaster recovery and business continuity strategies to prepare the organization for hazardous weather conditions and emergencies.
• Conducted routine audits of internal workforce data to identify operational discrepancies and improve reporting accuracy for executive leadership.
• Facilitated open, transparent communication channels between front-line staff and upper management regarding personal performance concerns and procedural improvements.

Real-Time Analyst - William Hill Group

(2024-01 - 2025-08)

Promoted

• Monitored and analyzed multi-channel data patterns in real-time to thoroughly evaluate agent performance utilizing professional call and chat monitoring software.
• Assessed real-time communication volumes, staff operational activities, and service trends to adjust staffing levels dynamically and meet strict SLA guidelines.
• Developed performance metrics, operational targets, and innovative delivery processes to optimize customer satisfaction and agent efficiency.
• Generated regular and ad-hoc analytical reports for both internal stakeholders and external clients to track service health.
• Identified operational risks promptly and communicated actionable remediation strategies to operations leadership and management.

Customer Service Representative - William Hill Group

(2023-02 - 2024-01)

• Provided direct, high-quality customer support across various communication channels, resolving complex inquiries and disputes efficiently.
• Processed critical documentation, verified account data, and identified and resolved systemic customer account errors.
• Drove additional organizational value by utilizing soft skills to introduce targeted product cross-selling and promotional offers.
• Ensured full regulatory compliance during all consumer transactions while advocating for client needs and escalating critical bugs through proper engineering channels.

Graphic Designer / Marketing Specialist - Izeal Corporation

(2021 - 2023)

• Managed comprehensive digital marketing and multi-channel e-commerce operations, driving online brand engagement and consistency.
• Designed visually compelling digital marketing collateral and apparel product releases using Adobe Photoshop and Canva.
• Oversaw product deployments, descriptions, and catalog updates across multiple e-commerce platforms including Shopify, Seller Center, and Pancake.
• Contributed directly to corporate marketing strategies by performing comprehensive competitor analyses and establishing data-driven product promotional bundles.
• Maintained structured workflow organizational tools including content calendars, campaign pipelines, and daily performance reports.

Graphic Designer / Sales Representative - XUNDND PHILIPPINES

(2019 - 2021)

• Created innovative corporate branding concepts and promotional graphics to enhance visual identity across multiple digital platforms.
• Streamlined product listings, organized inventory systems, and monitored real-time sales trends to meet strict team-wide performance targets.
• Produced high-quality digital image source files optimized for both digital distribution and traditional physical printing methods.

Bachelor of Science - Information and Communication Technology - Polytechnic University of the Philippines (2015 - 2022)