Ave Alena Loi D. Vargas

CAREER OBJECTIVES Ave Alena Loi Vargas Workforce Planner Data Entry Analyst An experienced Workforce and Data Entry Analyst who is seeking for a role that will enhance and improve my skills whilst providing efficient work for a business/ client, based on their work-at-home guidelines . A great team-player who specializes in inputting, updating, maintaining , retrieving collated and properly stored information, processing and improving numerical data into spreadsheets or databases, leading a well-driven team and most especially analyzing and giving recommendations for the betterment of business processes and goals. GET IN TOUCH Los Baños, Laguna, Philippines- Skype ID: alena.deynaco LinkedIn Profile Social Media Accounts: EMPLOYMENT HISTORY Virtually inCredible Workforce Analyst | October 2017 - Present Forecasts and reports on service demand and schedules staff and training classes to ensure sufficient manpower for daily operations of the departments Analyzes real-time and historical performance and identifies opportunities to improve performance CORE COMPETENCIES Capacity Planning Workload Forecasting Attentive to Detail Works Accurately and Independently Results Oriented Respects Time and Confidentiality Effective Multitasker INTERESTS & HOBBIES Western Union Financial Services Inc. Workforce Planner | January 2016 - October 2017 Forecasts workload based on historical and anticipated volume and handling time across all skills Analyzes and plans capacity for a cost-effective staffing of the business Schedules agents to ensure coverage througout the whole operating hours Moderate uses of Time-Offs and maximize agents occupancy to increase productivity Trends call arrical patterns and adjusts staffing accordingly Maintains current and accurate agent skill set and agent group inventory and schedules recruitment/training as required Responsible for sending weekly/monthly forecasting reports related to the business Provides call volume and AHT pattern reports and analysis to Operations and Higher Management Sr. Workforce Specialist | November 2014 - January 2016 Aside from being an effective Workforce Planner, I am also a freelance Data Entry Specialist. I love organizing things, listing down tasks at hand and accomplishing my to do lists. At home, I am a cook and baker. I experiment healthy dishes that fit my kids and I make desserts that satisfy my family's sweet tooth. During my me-time, I love watching series and surfing the internet. But most especially, I don't call it a day without reading at least a chapter of a book. Provides Workforce support and guidance to both domestic and international contact centers. Manages both domestic and international projects including the centralization of Workforce technologies and processes, implementation and Contact Center consolidation. Manage the planning and implementation of staffing and scheduling for the Operational Workforce to ensure contractual goals are met. Ensure all daily, weekly and monthly reports are completed on time. Coordinates partnerships with HR, Training, Service Operations Management, QA and other departments Overall real-time monitoring of CSCs globally to ensure that Service Levels are optimized. Manage staffing plans and schedule changes depending on business needs in order to ensure that contractual goals are met; Manage outages, from escalation to resolution phase. Ensure all daily, weekly and monthly reports are accurate and completed on time. Analyze actual statistics and identify possible areas for improvements. SKILLS AND KNOWLEDGE VXI Global Holdings Strategic Planning Statistical Methods MS Excel Business Plans Email Support Research Email Management Phone Systems Workforce Tools RTA Team Lead, Workforce| April 2013 - November 2014 Ensures that production is running smoothly and as planned by guiding and supervising the Real-time Analysts to perform their roles in the organization Performs Workforce Management Talk to new hires across all lines of business Prepares monthly scorecard for each Real-time Analyst for their incentives Prepares regularization/annual reviews for each Real-time Analyst Acted as POC for the team with other WFM clusters in communicating issues specific for the team Serves as the bridge between the operations team and other departments within the company in communicating common needs and updates within the account Attends meetings, training and calibration sessions to brainstorm action plans on operational challenges and to establish contingency plans Responsible for providing initial fundamental training to newly hired Real-time Analysts Assisted in creating and improving report templates Contributed in creating and documenting processes regarding attendance, conformance and adherence tracking Workforce Real-time Analyst | May 2012 - March 2013 | November 2008 November 2009 Worked with Western Union Financial Service Inc. team as a real-time queue management support for them to be able to achieve Key Performance Indicators Reports the current performance and employee count to concerned clients in and out of the country Compiles and manages attendance and adherence records of the specialists Serves as the POC for Workforce Management with operations team and other departments within the company in communicating common needs and updates in each department and/or within the account Prepares comparative analysis on staffing, call volume, capacity and forecast at a given interval Provides operations recommendation when unplanned incidents take place Ensures that production is running smoothly and as planned Makes certain that real-time adjustments are made CHARACTER REFERENCE Jacqueline Pereyra Susi Executive Secretary New Ridgere Finishing Group Caloocan City- EDUCATIONAL BACKGROUND University of the Philippines, Open University Bachelor of Education Studies | Class of 2014 Robert John Lastimado Workforce Manager VXI Global Quezon City- Jocelyn Ann Luna College Professor University of the Philippines, DHK Los Baños, Laguna- University of the Philippines, Los Baños, Laguna Bachelor of Science in Statistics | Class of 2006 University of Santo Tomas, Education High School Year Graduated: 2006 St. Mary's College, Quezon City Year Graduated: 2002