Katrina Mae Rallon
Address: Blk.57, Lt.4, Phase 9C Deca Homes,
Brgy. Tacunan, Davao City 8000
Email
:-Mobile #:-
OBJECTIVE
Performance-oriented and intelligent professional with over 10 years of experience in a business company. To gain
experience where I can utilize my skills and contribute to the company’s success.
SKILLS AND COMPETENCIES
Customer Service
Technical Support
Analytical and systematic
Phone skills
MS Office
Project Management
Forecasting
Capacity Planning
Computer and Internet savvy
Good English Communication skills
WORK HISTORY
Technical Support Representative
Teleperformance Philippines
SM City Davao Annex,
Quimpo Blvd, Davao City 8000
June 2013 to August 2014
Mission Control Analyst, Workforce Management
Teleperformance Philippines
SM City Davao Annex,
Quimpo Blvd, Davao City 8000
August 2014 to March 2017
Responsibilities:
Real time Monitoring
• Flags agents in ACW, AHT, Hold Time, and Long Calls so the operations will meet their target.
• Attendance tracking real time.
• Scheduling and Forecasting
• Creates forecast and staffs accordingly.
• Create schedules that are in line with the achievement of Billable Hours. Tool: eWFM
• Reports and Analysis
• Provides recommendations so that the company will achieve its goal in terms of profitability.
Scheduler, Workforce Management
Teleperformance Philippines
SM City Davao Annex,
Quimpo Blvd, Davao City 8000
March 2017 to February 2019
Responsibilities:
Leads the Workforce team responsible for short-term and long-term workload forecasting, scheduling, real-time
resource management and proactively working to meet daily metrics by staying in constant communication with care
center teams.
Recommending staffing strategies that support the needs of a multi-skilled customer contact center.
Proficient with phone system reporting and scheduling tools (Nice, IEX, CMS Avaya) as well as Microsoft Office (Excel,
Word, PowerPoint, Outlook).
Mission Control Supervisor, Workforce Management
Teleperformance Philippines
SM City, Davao Annex,
Quimpo Blvd, Davao City 8000
February 2019 up to October 2020
Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting,
capacity planning, scheduling, real-time monitoring, call routing, and performance improvement. Strong
quantitative/analytical skills. Excellent interpersonal, written, verbal and listening skills. Absolute team player who
consistently demonstrates respect, inclusion, and an open mind. Proven ability to coach to, and drive for, results and
provide strategic value. Able to promote change by influencing and guiding others in a positive manner. Strong
project management skills.
Currently handling Healthcare projects for a year now such as:
Florida Blue
Healthnet
Highmark
Contact Center Workforce Management Specialist (Upwork)
October 2021 up to Present
Scheduling offline activities (e.g., team meetings, coaching sessions, training) in accordance with forecast service
levels.
Assisting in the creation and delivery of accurate, detailed, timely and user-friendly reports/dashboards for both
managers and agents to ensure the goals of the organization are met.
Analyzing all contact center staffing, metrics, and performance to ensure proper staffing and scheduling
commensurate with service level goals on an hourly, daily, weekly, and monthly level.
Experience in other WFM Tools such as Zendesk, AGYLEtime, and CMS Avaya.
WFM Real time Analyst
5CA, Philippines
July 2021 up to November 2022
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.
EDUCATIONAL BACKGROUND
COLLEGE
Bachelor of Arts in English Language
University of Southeastern Philippines
Obrero, Davao City
June 2011 – March 2014- 3rd year
HIGH SCHOOL
Davao City National High School
F. Torres St., Davao City
March 2010
ELEMENTARY
Magallanes Elementary School
Bolton St, Davao City
March 2006
