John Michael Dela Cruz

 John Michael M. dela Cruz #113 P. Rosales St. Brgy. Sta Ana, Pateros, Metro Manila, Philippines 1600 Email:- Phone # - Job Objective: To be able to deliver a result oriented and effective performance rather than just counting effort that provides valuable output to the company. Work Experience: 1. SunLife Financials of Canada (Philippines): January 2019 – April 2019 Role: MIS / Real Time Analyst Prepares Headcount Rolling (Attendance) per interval basis Send AHT updates per interval Delivers daily Adherence report Provides daily agent’s outliers – ACW / Not Ready Status Prepares monthly payroll reports Responsible for delivering billing report to onshore office (Canada) Attends meeting with onshore counterpart for Intraday Performance Review 2.Accenture Philippines (March 2017 – December 2018) Account: Google Inc. Role: Project Lead POC - Workforce Analyst Configure new agents’ skills as well as adjust existing agents’ skill associations to ensure queues are appropriately staffed to meet service level expectations Uses workforce management forecasting tools to develop projected future call volumes for intra-day, daily, weekly, monthly, and annual increments Ensures schedules are published within acceptable time frames Monitors daily service levels and productivity, adjusts schedules as necessary Analyzes agent schedules to meet service level requirements in the most efficient manner possible within work rules, legal requirements and other constraints Schedules meetings, training sessions and other off-phone activities while maintaining ability to meet service levels Monitor agent schedule adherence, talk time, and after call work time and give recommendations for improvement  Lead the creation and delivery of accurate, detailed, user friendly dashboards and reports to both management and agents, ensuring the Call Center’s goals are met including but not limited to both service levels and individualized KPIs Deliver KPI reporting on a regular basis or as needed Analyze trends and provide input on improving metrics including service levels, adherence, forecast vs actual variances and agent utilization across all resources. 3. Infosys BPO Limited (June 2010 – February 2017) Account: Cisco Systems Role: Real Time Analyst Monitor/adjust queues, agent utilization, and same-day staffing to ensure service levels and staffing needs are met. Interact with Vendor leaders on staffing, call trends, and general troubleshooting across multi-site contact centers. Serve as the primary point of contact for internal support team on intraday requests. Report out on staffing, contact and service level drivers, and historical data. Assist with call center tool provisioning and near-term offline planning. Work across departments and teams to deliver steady operations around our contact centers. 4. ePLDT Ventus Inc. (current name: SPI Global ) - April 2007 – November 2009 Role: Team Leader/Supervisor Responsibilities: Provide daily leadership/floor support to agents by assisting with Provider enrollment calls and inquiries Coach, mentor and support call center reps day to day Monitor CCM (Call Center Manger) to manage call queue’s and agents AUX codes Monitor Avaya system to manage agents AUX codes, call times and adherence Provide QA (Quality Assurance) feedback Reimage PC’s for New hires and for existing agents that has computer failures Setup workstation for new hires and provide training materials Provide virtual room and floor support to agents in a timely manner Install all necessary software needed to provide customer service to Medicaid Providers Take provider calls during gaps, low attendance or unexpected events Other duties as required/ must be available to work overtime occasionally Skills: People Management Proficient is MS Excel and MS Access and other MS Office. Proficient is Google Sheets, Docs and Forms Proficient in VBA and Macro Proficient is WFM Tool (Nice IEX, Nfocus,SAP-Business Object, Verint 360, Blue Pumpkin, Webview, CRM, Avaya CMS) Very Strong analytical and numerical ability and statistical programming. Good oral and written communication Character Reference: Steve Jay-R Cabalang Infosys BPO Limited - Assistant Manager Contact #:- Courteney Cox Alumno Infosys BPO Limited - Assistant Manager Contact #- Michael Abustan Infosys BPO Limited – Quality and Risk Management Contact #: - Personal Information: Marital Status: Married Date of Birth: July 23, 1986 Nationality: Filipino Educational Attainment: College Graduate Course: Bachelor of Science in Computer Science -)