Rob Marasigan

Rostering Coordinator / Lead Coordinator

SingaporeMember since January 23, 2026

People Management: Conduct coaching’s and performance review, Support training aWorkforce Management: Real Time Analytics and queue management, intraday managemClient & Project Management: Understand client needs and expectations, provide rService Desk: acts as the single point of contact (SPOC) for users to receive teMS Excel (formulas, pivots)WFM systemsNICE IEXAVAYA CMSeWFMdashboardsPower BiSQLStrong managerial experience handled 10-15 FTEs (Customer Service)Strong stakeholder and leadership communication with customer focused and clientEffective in fast-paced, high-volume environment & proactive problem solver for

About

Shift Coverage: Handle urgent call-outs, find immediate replacements, and ensure 24/7 or daily shift coverage.

Compliance & Admin: Track employee compliance records, licenses, onboarding documents, and training updates.

Schedule Management: Build, update, and manage staff rosters, matching employee skills and availability to client needs.

Experience

Rostering Coordinator / Lead Coordinator - Satellite Office Philippines / Danny Met Sally NDIS Service Provider Australia

(2026-06)

Shift Coverage: Handle urgent call-outs, find immediate replacements, and ensure 24/7 or daily shift coverage.
Compliance & Admin: Track employee compliance records, licenses, onboarding documents, and training updates.
Schedule Management: Build, update, and manage staff rosters, matching employee skills and availability to client needs.

Rostering Coordinator (Part Time) - People First Healthcare

(2024-12 - 2026-06)

Coordinate staff rostering and scheduling to ensure all shifts are effectively covered and services run smoothly.
Build strong relationships with clients and families, delivering a high-quality, customer-focused support experience.
Provide on-call support on a rotating roster to manage urgent shift changes and ensure continuity of care.

Workforce Analyst / Intern Manager - Amazon Operation Services Philippines

(2020-02 - 2025-11)

Led and coached junior analysts and interns, providing daily task guidance, quality checks, and performance feedback. Coordinated with Operations and Client real-time needs.
Handled site Projects and process integration to help streamline the process within APAC region
Monitored real-time workforce metrics including service level, adherence, occupancy, and shrinkage to meet operational targets.
Experience in workforce scheduling and shift planning to support operational and service level requirements
Analyzed call and volume trends, identifying risks and coordinating mitigation actions with operations and planning teams.

Sr. Process Coordinator (Service Desk and Access Management) - Capital One

(2015 - 2019)

Provision, modify, and deprovision system access for new hires, role changes, and exits.
Strong background in ticket management, issue tracking, escalation handling, and documentation
Ability to explain technical issues in simple, non-technical language to end users and stakeholders
Skilled in troubleshooting user access issues, account management, and system-related concerns
Experienced in coordinating with Operations, IT, Vendors, and cross-functional teams for issue resolution
Maintain accurate records of access requests, approvals, and fulfillment status.

Process Coordinator (Absence Line) - Capital One

(2014 - 2015)

Supports CapitalOne US Card Internal sites associate calling out to request and make necessary short term schedule changes.

Sr. Operations Associate - Capital One

(2013 - 2014)

Provides customer service-related assistance for branded card holders under Capital One.

Customer Service Representative - HSBC

(2012 - 2013)

Provides customer service-related assistance for Best Buy card holders under HSBC.

Workforce Analyst (Real Time Analyst) – Command Center Associate - Convergys Corporation

(2011 - 2012)

Monitor and provide real-time queue management to meet the target SLAs.
Provides hourly, daily and weekly site performance reports and real time interaction with site leaders

Workforce Analyst (Real Time Analyst) & Customer Service Associate) - Teletech

(2010 - 2011)

Monitor and provide real-time queue management to meet the target SLAs.
Provides hourly, daily and weekly site performance reports and real time interaction with site leaders

Customer Service Representative / Intern Manager - Teletech

(2008 - 2010)

Provided customer service-related assistance for Telstra Telecoms plan holders in Australia
Assigned as an intern manager for 2 years handling 10-15 FTEs
Providing coaching’s and metrics discussions for individual performance