Francis Ace Nabong

FRANCIS ACE C. NABONG WFM - FORECASTING & PLANNING ANALYST PROFILE CONTACT -- Pampanga, Philippines www.linkedin.com/in/franci s-ace-nabong- SKILLS Deadline Management Continous Improvement Teamwork Time Management Schedule Management Multitasking Adaptability & Flexibility Digital Marketing EDUCATION BS - Business Management Bulacan State University Bulacan, Philippines Tools & Applications Background COMM - Skype, Zoom, WhatsApp, Discord, GoogleChat, MS Teams, Slack, Scheduling Tools - IEX, Verint, Alvaria, Aspect CRM/CMS - Verint, Webstation, Core, Avaya Others - Gdrive, Onedrive, icloud, MS Office, Google Workspace, Nitro A goal-driven professional with years of experience in Customer Service, Business Development, and Workforce Management. Skilled at problemsolving, managing priorities, and meeting deadlines while maintaining highquality service. Strong in relationship analysis, able to work independently or as part of a team, and always seeking challenges to advance my career. WORK EXPERIENCE WFM - Forecasting & Planning Analyst Teleperformance (Majorel) October 2024 - May 2025 Responsible on creating monthly assumptions and plan for meeting client given requirement hours Trend Analysis for the unplanned and planned shrinkage ensuring the given percentage is within the target and efficient for the operations to deliver Prepares Capacity File for client and operations visibility in regards on the output of the plan for the upcoming weeks Invoice Analysis in regards on the assumptions if they are within the budget or not Providing recommendations to operations and WFM ensuring that the program is within the track, including performance analysis, and OTs Legal Support/Assistant (Internship) Legal Support Help August 2024 - September 2024 Reception (call, sms, chat, email support) / Email and file management Setting up appointments and calendar management Client communication such as intake of potential clients Drafting and sending templated correspondence such as letter of representation Insurance communication such as opening of claim And all other general admin tasks that may be assigned (e.g. research, online purchasing, flight and accommodation booking, and the like) With background in Filevine CMS navigation WFM - Scheduling Analyst Teleperformance (Majorel) June 2022 - September 2024 Responsible on creating monthly schedules of the account meeting the client requirements Conducts analysis regarding weekly schedules on client tool ensuring SL is not failing Preparing seat allocation for the LOB to avoid any real time adherence and schedule issues Updating WFM Weekly/Monthly Deck that will present to operations during meeting REFERENCE Michaella Tracy Cruz General Virtual Assistant- WFM - Leads & Account Leads Sutherland Global Services February 2022 - June 2022 SPOC for the Geo and help drive effective continuous engagement with the upper management In-depth understanding and ownership of performance at an interval, daily, weekly and monthly level for all LOBs in the Geo Better rigor on real time performance governance and postmortem reviews WFM - Lead Scheduler Sutherland Global Services January 2021 - February 2022 Creates Anticipated Performance Reports and Intraday Performance Report for the upcoming weeks based on the volume given by the clients along with the Planner Assumptions Provides weekly schedules to employees based on the APR. Conducts meetings with operations to discussed APRs for the upcoming weeks onwards. Uploads of the employee’s schedules thru IEX. WFM - Real Time Analyst Sutherland Global Services October 2018 - December 2020 Real Time Queue monitoring while providing Interval/SL update to operations Provides root cause analysis on failed intervals/SL per LOB Monitor schedule adherence and provides real time call outs to employees with deviations Creates templates/trackers for daily and historical report Deliver reports on time as requested by clients and/or operations including any addition tasks assigned by the leaders and plotting of Schedules in IEX Queue POC Sutherland Global Services Customer Service Representative Sutherland Global Services June 2017 - October 2018 September 2016- May 2017