2022
High School
Cupang Senior High School
More Info About Me
I am a Workforce Management professional with nearly three years of experience in Real-Time Analysis, workforce scheduling, and contact center operations. I have experience in real-time queue monitoring, intraday management, schedule optimization, workforce reporting, and service level management. I’m proficient in Five9 and Microsoft Excel, with strong analytical, communication, and problem-solving skills. I’m adaptable, detail-oriented, and motivated to use data-driven insights to improve operational efficiency and support business goals.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
-
2026
Genpact
(Real-Time Analyst (RTA) / Scheduler)
• Generated and adjusted workforce schedules based on forecasted business demand and operational requirements.
• Monitored real-time adherence, queue performance, and staffing levels across multiple lines of business.
• Compiled and published intraday workforce reports, ensuring data accuracy and timely communication to stakeholders.
• Utilized Five9 to monitor inbound call volumes and support workforce planning decisions.
• Managed overtime and voluntary time-off requests while maintaining service level objectives.
• Collaborated with Operations Managers and Team Leaders to recommend staffing adjustments and improve operational
efficiency.
• Identified staffing risks and implemented real-time action plans to minimize service level impact.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.