Jaymarl R. Padreganda

Jaymarl R. Padreganda Mobile No.:- Role: Metrics and Analytics Analyst/Reports Analyst Company: Accenture Timeframe: June 2012-February 2013 RELEVANT TASKS AND RESPONSIBILITIES Corresponding Report/Document/Output Agent Stack Rank/Scorecard Executive Dashboard Task/s Involved Collect raw data from operations; remind operations of deadlines for raw data such as attendance record of agents, schedule adherence, volume of quotes/orders, quality scores, etc. Review completeness and accuracy of gathered data and clarify with operations if discrepancies are detected Transfer data to the Agent Stack Rank file and ensure that formulas in the Excel sheets are updated and accurate so that the stack rank reflects an accurate picture of the agents as well as the LOB as a whole Interpret data and provide insights to operations when needed or asked Focuses on metrics that are important to the LOB’s executives on a daily basis, since it gives them an overview on the LOB’s performance for that day; this is important for them when explaining to the client the challenges that the LOB may be facing on a daily basis. These metrics are: Attendance, Quality Scores, Volume of Quotes/Orders and Output Audience/Recipient Operations LOB managers/executives Agent Productivity and Utilization Tracker Quality Score Tracker Escalation Tracker Master Stack Rank (for Manila Management) Ad Hoc Reports like Master FTE List for the LOB (Assigned vs. Completed Quotes) Created the prototype/initial version of the shift tracker that the agents are going to use in order to monitor their utilized/productive hours throughout the shift; The tracker consists of a simple excel sheet with a button that would record the time an activity/task started and ended, as well the duration (Time Start, Time End, Duration); we can then compare the actual hours logged vs. target hours; Coordinate with the QA Analyst on the quality scores of agents for the day, to be uploaded to the Agent Stack Rank Coordinate with the Escalations Analyst on any escalations incurred by the agents, to be uploaded to the Agent Stack Rank Upload same/similar data found in Agent Stack Rank, for the perusal of higher management of the LOB based in Manila; The Manila managers want a uniform format for the Stack Rank for all LOBs across the country; therefore, they have their own separate Stack Rank file which we also have to maintain and submit to them usually at EOM (end of month) From time to time, metrics and analytics managers from Manila may ask us to update the Cebu site’s current/updated FTE List for various purposes (reporting to the client, strategic planning and decision-making, headcount review, etc.) N/A; transitional report N/A; transitional report N/A; transitional report Manila Metrics and Analytics Team Manila Metrics and Analytics Team