Skills
Customer service
10+ Years
Leadership
5-10 Years
RESEARCH
1-2 Years
Office and Administration > Stakeholder Management
5-10 Years
2-5 Years
Team Leadership
5-10 Years
Data Analysis
5-10 Years
Capacity Planning
10+ Years
Workforce Management
10+ Years
SLA Management
10+ Years
Experience highlights
Discovery Team Lead
DELVEin
·
March/2022
–
Present
Led international research analyst team across Philippines, India, Argentina. Monitored executive movements, regulatory filings, industry transitions. Ensured research compliance and accuracy for C-suite decision-makers.
Workforce Manager
ALORICA
·
March/2021
–
Present
Directed workforce operations across voice/non-voice programs. Managed forecasting, capacity planning, scheduling, real-time management. Mentored WFM personnel and liaised with operations, recruitment, finance, and client leadership.
Research Analyst
DELVEin
·
June/2020
–
Present
Applied OSINT tools to track enterprise digital infrastructure and tech stacks. Synthesized complex data into actionable Snapshot Reports for sales and marketing intelligence.
Workforce Supervisor
ALORICA
·
September/2016
–
Present
Managed real-time monitoring, scheduling, forecasting across 5 programs. Executed real-time strategies for skilling, shrinkage, handle time optimization. Delivered daily executive reporting on call drivers and trends.
Workforce Scheduler
ALORICA
·
November/2010
–
Present
Developed optimal staffing schedules based on forecasts, campaigns, resource availability, and shrinkage metrics. Prepared analytical reports and maintained business unit databases.
