ARAGO, JAMIE ANNE
B8 L4 DAHLIA ST CHERRY HOMES PH2 MAMBOG1, BACOOR, CAVITE, PH · --· LinkedIn Profile
EXPERIENCE
JUNE 2022 – PRESENT
TRAFFIC CONTROLLER, 5CA
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Coordinate staffing allocation and availability of Customer Service staff to achieve service
level objectives
Monitor site to ensure optimal staffing levels for every queue in Fresh desk and other
platforms
Run and analyze various reports and forecasting, proactively advising on bottlenecks and
improvements
Administer volume contingency action plans as deemed necessary and appropriate.
AUGUST 2021 – JUNE 2022
LEAD-WORKFORCE ANALYTICS, SUTHERLAND GLOBAL SERVICES PHILIPPINES INC.
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Monitoring real-time queues and identifying potential issues.
Supporting, creating, and overseeing proper documentation of processes and/or
employees and ensure adherence to policies and guidelines.
Establishing and maintaining communication with clients and/or team members;
understanding needs and resolving relevant issues.
JULY 2018 – JULY 2021
WORKFORCE CAPACITY PLANNER, CONCENTRIX INC.
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Handled scheduling for an educational project with ~100 FTEs and for a Logistics program
with seasonal staffing which can peak up to ~450 FTEs.
Responsible for headcount tracking, planning, creation, and communication of schedules
to the assigned project/account
Identifying opportunities and suggesting ways to improve efficiency of staffing and
scheduling management
Handled monthly statements for accrual and invoicing.
SEPTEMBER 2016 – JULY 2018
WORKFORCE SCHEDULING ANALYST, TELEPERFORMANCE PHILIPPINES
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Handled scheduling and forecasting support for Telecommunication project with ~170
FTEs and for a Logistics program with seasonal staffing which can peak up to ~800 FTEs.
Responsible for headcount tracking, planning, creation, and communication of schedules
to the assigned project/account
Identifying opportunities and suggesting ways to improve efficiency of staffing and
scheduling management
Carrying out regular reporting and data management activities around scheduling and
capacity planning
OCTOBER 2015 – SEPTEMBER 2016
WORKFORCE MISSION CONTROL ANALYST, TELEPERFORMANCE PHILIPPINES
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Handled real-time monitoring, queue management support and reporting for technical
services and telecommunications verticals (~150 FTEs)
Ensured maximum operations productivity by monitoring service levels, calls answered
vs. required, auxiliary mode usages, schedule adherence and other pertinent data based
on real time figures.
Troubleshoots reports and coordinate with Operations counterpart to resolve issues that
may affect production performance encountered daily.
APRIL 2014 – OCTOBER 2015
TECHNICAL SUPPORT REPRESENTATIVE, TELEPERFORMANCE PHILIPPINES
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Inbound technical support for a domain name registration company.
Provides solution for Billing, Domain Name, Web Hosting and Email concerns.
EDUCATION
APRIL 2013
COMPUTER SYSTEM TECHNOLOGY, JAPAN SCHOOL OF ADVANCE TECHNOLOGY
SKILLS
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Administrative skills
Intermediate knowledge with Microsoft Excel
and other MS Office applications
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