Senior Workforce Analyst

Verified

$10/hr

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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

I’m a Workforce Management professional with over 19 years of experience across workforce planning, real-time management, capacity planning, technical support, payroll support, customer service, and team leadership.
Because of my mix of experience, I’m comfortable working with numbers and spreadsheets, but I’m just as comfortable communicating with people and solving problems. Excel, data analysis, reporting, data validation, workforce planning, capacity analysis, troubleshooting, and attention to detail are all areas where I’ve developed strong hands-on experience.
I like keeping things simple: understand the task, pay attention to the details, communicate when something doesn’t look right, and deliver accurate work on time.

Skills & Experience

Skills

Data & Reporting 2-5 Years

Workforce management analyst>capacity planning>scheduling 5-10 Years

Accounting > Investment Accounting > Strategic Planning 5-10 Years

10+ Years

Team Leadership 5-10 Years

Conflict Resolution 10+ Years

Capacity Planning 10+ Years

Workforce Management 10+ Years

Active Directory 2-5 Years

Payroll Processing 5-10 Years

Process Optimization 5-10 Years

- Customer Service 10+ Years

IT Helpdesk Support 5-10 Years

Database Management 5-10 Years

Customer Support > Chat Support >Technical Support 10+ Years

Experience highlights

Senior Workforce Analyst

Genesys Cloud Services Cayman LTD. · June/2023 – /

Optimize queues and agent schedules in real time. Managed capacity planning and forecast strategies for efficiency and productivity.

Senior Analyst - Payroll / Tier 2 Support

ADP Philippines INC · January/2018 – Present

Assisted payroll practitioners from US-based companies in processing salaries and maintaining quarterly and annual documents.

Workforce Coordinator

ADP Philippines INC · May/2015 – Present

Real-time queue management and monitoring agent status. Determined capacity of business unit to meet workload and volume requirements.

IT Helpdesk Analyst

Genpact Services, LLC · September/2014 – Present

Provided technical support and assistance to clients by phone to resolve software and hardware-related computer problems.

IT Helpdesk Analyst

ACS of the Philippines Inc · November/2013 – Present

Business-to-business support assisting clients to resolve software concerns relative to Active Directory setup.

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