Marie Jane Manalang

MARIE JANE A. MANALANG Workforce Management | Executive Assistant to the COO Profile I am Marie Jane Aquino Manalang, 35 years old age residing in Mabalacat City and currently working as an Executive Assistant to the COO at BMG Outsourcing. With 7 years of experience in Customer Service, 2 years in Technical Support, and nearly 6 years in Workforce Management and Data Analysis, I am a dedicated professional who has recently transitioned into an - Executive Assistant role. I am driven by a passion for acquiring - delivering exceptional results. My background in various roles has Block 12 Lot 48 Acacia Street Lindale Subdivision, Sapang Biabas, Mabacat City, Pampanga | 2010 new skills and embracing challenges, and I am committed to honed my ability to adapt quickly, manage complex tasks efficiently, and support executive leadership effectively. I am eager to leverage my diverse experience and strong work ethic to contribute to new opportunities and continue my professional growth. Education Associate in Business Information Mgmt Asian Institute of Science and Technology 2006 - 2008 Expertise Leadership Skills Data Analyst Work Experience 2023Present BMG Outsourcing Executive Assistant to the COO (Internal Team) Providing administrative assistance, such as writing and editing e-mails, drafting memos, and preparing communications on the executive’s behalf ·Maintaining comprehensive and accurate records Capacity and Planning ·Organizing meetings, including scheduling, sending Administrative Support ·Answering phone calls in a polite and professional reminders, and organizing catering when necessary Communication Skills manner. Project Management appointments and prioritizing the most sensitive Language English Tagalog ·Managing the executive’s calendar, including making matters - VXI Global Holdings Inc VXI Global Holdings Inc Workforce Management Manager Workforce Management Real-time Analyst March 2023 - November 2023 March 2018 - Dec 2020 Develop and implement workforce planning strategies to meet business demands. Analyze historical data, trends, and forecasts to predict future staffing needs. Coordinate with department heads to understand and anticipate workforce requirements. Monitor employee performance and productivity, providing feedback and recommendations for improvement. Use data-driven insights to make informed decisions and optimize workforce management strategies Utilize workforce management software and tools to streamline scheduling and reporting ·Monitor Performance and make real-time staffing adjustment to ensure that service goals are met ·Maintain constant communication across deparments to acquire and communicate details that influence call volume delivery, AHT or Adherence against schedule ·Set skill priorities and adjust as needed ·Track, address and escalate interrupted work (including system issues) while reporting any significant developments and provides reallocation recommendations to CS leadership. Upkeep daily journal of day's events to ensure all actions taken are documented ·Experience with senior leadership and ability to deliver executive level summary updates, reports, and VXI Global Holdings Inc presentations ·Assist with other WFM duties and projects as needed Workforce Management Supervisor Oct 2021-March 2023 Lead WFM Team. Responsible for short term and long term workload forecasting, scheduling, realtime and Convergys Philippines proactively working to meet daily metrics Technical Support Develop and Motivate employees through regular coaching and feedback Increase efficiency by recommending staffing strategies Partners with Training, Talen Acquisition, and Operations to coordinate all required training Attend to all WFM related meetings and make sure that all deliverables and Adhocs are accomplished within set deadlines April 2015 - August 2017 Provide technical assistance for their PC hardware Create ticket and dispatch parts and labor if necessary Keep track of the ticket and make sure customer technical concern is resolved Sutherland Global Services Customer Service Representative May 2008 - April 2015 VXI Global Holdings Inc ·Provide Customer service assistance for online Workforce Management Scheduler payment center (Password reset, Make Payment and Dec 2020 - Oct 2021 Calculate staffing explain billing details requirements and schedule for contact center operations. creating Generate best suitable work pattern and shift activities ·Monitor and Analyze call pattern and Maintain up-to-date knowledge of company products, services, and industry trends. Manage and update customer accounts and records make adjustment as needed to ensure optimal productivity and efficiency ·Lead weekly call with Operations leaders to discuss staffing outlook and mitigation plan to meet client requirement ·Create contingency plans to ensure that staffing remains as constant as possible in the event of an emergency References Jenylyn Pitogo BMG Outsourcing / Client Adviser Phone:- Email :-