Mark Anthony Lozada

LOZADA, MARK ANTHONY M. CONTACT -/--Colayco Street Woodsite 3, Pasong Buaya 2, Imus City Cavite, Philippines 4103 SKILLS Analytical Skills Time Management Problem Solving Technical Proficiency using Workforce tools Communication Adaptability Collaboration and Coordination Decision Making Interpersonal Skills Strategic Thinking Organizational Skills Data Interpretation Driving Skills EDUCATION Bachelor of Science Major in I.T. University Of Perpetual Help - System Dalta - Software Development: Building, testing, and maintaining software applications using programming languages and frameworks. Database Management: Managing, organizing, and analyzing data efficiently using database systems to support software and gaming applications. PROFILE Experienced Workforce Management professional with 4 years of expertise in scheduling, monitoring, and real-time analysis. Proficient in tools like MS Excel, Alvaria/Aspect and Verint, with a history of managing diverse programs and optimizing staffing for accounts such as TMOBILE, ADT, and DoorDash. Skilled in analyzing reports, forecasting, capacity planning, and leading scheduling and realtime teams for programs with 15 LOBs. Proven ability to align workforce strategies with business goals and drive operational efficiency. WORK EXPERIENCE Workforce Team Lead Doordash | TTEC June 2023 - Present Reviewed FTE alignment for 15 LOBs weekly, ensuring consistency with client forecasts and validating 4-week IDP uploads in client files. Monitored composite scores for all LOBs, identifying performance gaps and developing mitigation plans to improve SQI/composite scores. Led weekly scheduling team meetings to address staffing gaps, analyze 6-week shrinkage trends, and recommend FTE movements to the planning team. Evaluated volume and requirement forecasts, reviewing distribution patterns to minimize scheduling gaps and optimize workforce efficiency. Collaborated with the training team to coordinate agent upskilling, new hire onboarding, and nesting class readiness, ensuring LOB knowledge alignment. Participated in planning team discussions on staffing capacity, headcount alignment, attrition management, and AHT challenges, recommending resource adjustments as needed. Conducted daily calls with operations managers, senior managers, and program directors, presenting end-of-day KPI reports, addressing SLA and SA gaps, and proposing actionable solutions. Conducted meetings with client leadership to review composite scores, addressing challenges in LOBs that did not meet performance standards. Led weekly SQI/composite score review meetings for all LOBs, analyzing 4-week IDPs, staffing gaps, opportunities, and forecast changes that could impact staffing capacity. Ensured alignment of all LOB FTEs with the client’s FTE plan and promptly escalated any forecast anomalies, such as sudden lock period changes or unnotified updates. Managed SME schedules to align with upcoming new hire nesting classes, ensuring sufficient coverage for internal agent support needs. Regularly reviewed the performance of scheduling and real-time teams, optimizing schedules to guarantee adequate coverage for real-time monitoring and operational efficiency. Workforce Scheduling Planning Doordash | TTEC LANGUAGES English: Fluent Managed workforce planning for 5 LOBs with a combined headcount of 500, ensuring staffing alignment with client requirements and operational goals. Reviewed and optimized 4-week IDPs, addressing staffing gaps, shrinkage trends, and uptraining requests from the training team. Analyzed scheduling gaps, recommending adjustments such as schedule movements, break/lunch optimization, and temporary rest day changes to minimize coverage issues. Communicated with managers to propose schedule changes aimed at meeting SQI and composite score targets. Processed schedule change requests, additional PTO, and staffing adjustments based on interval capacity and performed simulations to assess impact on KPIs before approval. Recommended and executed shift bids to realign schedules with client requirements and volume distribution per interval. Audited headcount data, terminated profiles, schedule templates, skill assignments, and PTO allocations for accuracy and compliance. Processed terminations and schedule updates using Verint and Alvaria tools, ensuring seamless workforce management. Generated schedule backups and created quarterly GSAs for long-term planning. Coordinated team lead schedules to align with agent coverage needs and presented IDP analyses to workforce and senior managers for review. REFERENCES Katrina Orana Senior Workforce Manager Allan Jeffrey Tagle Workforce Manager All contact details of reference will be provided upon request. Workforce Real Time Analyst Doordash | TTEC February 2021 - July 2022 Managed 6 programs (ADT, Nissan, T-Mobile, Getaround, Hyrecar, Intuit) with responsibilities including report generation, schedule adherence monitoring, and staffing adjustments. Monitored adherence to schedules, breaks, and lunch periods, proactively identifying opportunities for staffing adjustments and informing operations teams. Analyzed performance reports and presented insights to managers and clients, highlighting key trends and recommending improvements. Reviewed and managed requests for pullouts, meetings, coaching sessions, and PTO, ensuring alignment with company policies such as LOAM and PTO guidelines. Oversaw ticket management from operations, ensuring timely resolution and adherence to company policies. Collaborated with operations teams to maintain awareness of real-time KPIs and implement adjustments based on interval performance. Generated post-mortem reports and absenteeism reports for natural disasters, providing actionable insights for recovery and preparedness. Interpreted IDPs to ensure appropriate staffing levels during peak hours, implementing AHOD strategies to address queue spikes. Strictly monitored agent activities to ensure productivity and maintain high service quality standards.