Ave Alena Loi Vargas

CAREER OBJECTIVES Ave Alena Loi Vargas An experienced Analyst and Coordinator who is seeking for a role that will enhance and improve my skills whilst providing efficient work for a business/ client, based on their company 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 Workforce Planner Human Resource and Business Development Manager - Skype ID: alena.deynaco LinkedIn Profile Social Media Accounts: EMPLOYMENT HISTORY Algorhythm Call Center Services Business Developmen and Human Resources Managert | August 2019 - Present CORE COMPETENCIES Real-time Monitoring Workforce Scheduling Workload Forecasting Capacity Planning Recruitment Employee Engagement Business Development Planning Serves as an escalation point for questions about benefits from employees key resource in resolving escalated employee problems and challenges. Supports related people services projects while monitoring benefits, team performance and ensuring objectives are being met. Supporting permanent hiring for the business up to manager level and affiliated centers’ hiring as required. Responsible for operational workload forecasting, capacity planning, and effective scheduling balancing between business needs and employees’ satisfaction. Contacting potential clients to establish rapport and arrange meetings. Planning and overseeing new marketing initiatives. Developing quotes and proposals for clients. Developing goals for the development of the team and business growth and ensuring they are met. Virtually inCredible Workforce Analyst | October 2017 -September 2020 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 Ylopo Operations Coordinator | July 2019 - February 2020 INTERESTS & HOBBIES 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. Prepares weekly and monthly KPI reports for Client Success Groups Handles distribution on new set-up clients Ensures client data in all business tools are accurate and updated Assists in special projects and administrative requests from operations Setting-up accounts and access for all New Hires Client Success Member | February 2019 - July 2019 Provide customer support, troubleshooting help and ongoing training to existing clients and address questions and concerns related to the use of our tools and systems. Develop great client relationships that aid in client retention Follow up consistently with all clients with pending issues Set up, manage, and maintain services for new and existing clients using our proprietary softwareInvestigate issues and software bugs and solve or escalate problems appropriately Complete special projects or become the subject matter expert for new parts of our product Learn the ins and outs of our product and the real estate space, and be able to speak confidently to those subjects Collaborate with sales, billing, marketing, international, and technical teams on special projects SKILLS AND KNOWLEDGE Strategic Planning Statistical Methods MS Excel Business Plans Email Support Research Email Management Phone Systems Workforce Tools Client Relation Management Business Development Recruitment EDUCATIONAL BACKGROUND University of the Philippines, Open University Bachelor of Education Studies | Class of 2014 University of the Philippines, Los Baños, Laguna 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 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. Bachelor of Science in Statistics | Class of 2006 VXI Global Holdings University of Santo Tomas, Education High School RTA Team Lead, Workforce| April 2013 - November 2014 Year Graduated: 2006 St. Mary's College, Quezon City Year Graduated: 2002 CHARACTER REFERENCE Justine Ray Gallaso Learning and Development Manager Algorhythm Call Center Services Los Baños, Laguna- Marc Joshua Manandic Operations Manager Algorhythm Call Center Services Los Baños, Laguna - Jocelyn Ann Luna College Professor University of the Philippines, DHK Los Baños, Laguna- 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