BlK 1 L40A Ph-3b, Pacita Complex-1 Tennis St.
Pacita Complex-1 San Francisco, Biñan Laguna- / ---/
LUNA, MARK JOHN D.
Position DesiredWorkForce Scheduler
Objective
To Enhance my knowledge for the Workforce Analyst, and to learn further other roles in the Workforce management to have a better career growth and to apply my communication skills, evaluation and analytic skills for the career and for the corporation goals.
Experience
April 26,2021 – Present ( 1 yr.)
IBEX Global Solutions
7th floor SM City BF Parañaque, Sucat Road corner President’s Avenue, Sucat Paranaque City, Metro Manila, Philippines.
Position: Workforce Scheduler
Develop and Publish weekly agent schedules. Track call forecast against actual results
Implement all scheduling processe
Create/updates 1-3 weeks trend staffing based on capacity plan vs actual forecast (Volume, Aht, incenter shrink and out center shrinkage)
Maintains the rooster for the program assigned and enforce rooster timeline to Operations.
Using Maintain as Verint to schedule, optimize breaks and lunch
Manage shiftbid and PTO allocations
Determine best possible time to give time off /or schedule off phone activities to balance Customer and Business needs
Continuously analyzze daily schedules and trend them base on our capacity plan VS Actual forecast.
March 12,2018 – April 26, 2021 ( 3 yrs.)
IBEX Global Solutions
7th floor SM City BF Parañaque, Sucat Road corner President’s Avenue, Sucat Paranaque City, Metro Manila, Philippines.
P:- ext 7300
Position: Real Time Analyst.
Real Time Monitoring (Monitoring the Queue status, call in queue, Flagging agents on long hold/call/ and aux usage). And Monitoring No. of Tickets per interval and Service level.
Updating Schedules if needed based on request (mostly Swap schedule request).
Tools used: Teleopti for schedule adjustment/plotting aux codes/update of user password and aligning the correct reference for the user(agent).
Verint (for schedule adjustment/plotting of aux codes) primarily this is for payroll purposes/billing purposes to a line with the schedule published in Teleopti.
8x8 ( for queue monitoring for voice/extracting data for Hourly reports).
Excel for reporting.
IEX tool (scheduling, Plotting of Aux codes, schedule adjustment and reports).
Incontact Web tool (extracting data for eod reports).
Answering email from operations and client base on their request for plotting exception codes in the tool and for reporting purposes.
Doing Reports hourly (Service level hourly report(voice account), No. of tickets solved/open cases/new cases/backlogs (non-voice account).
Doing reports for Absenteeism, Adherence and end of day performance of voice and non-voice account.
Plotting aux codes(PTO,Sick,VTO, meeting).
Updating Month to date templates for client and operation calls.
Communicating with Client and Operation to achieved target goal per day.
July 23,2013 – October 13, 2017 (4 yrs and 3 months)
Infosys BPO Limited.
5f, Vector two Building, Northgate Cyberzone Filinvest Corporate City, Alaban Muntinlupa City, Philippines.
Position: MIS Workforce Management (Process Specialists).
Real Time Monitoring (Monitoring the Queue Status per certain Line of Business, Balancing Service Level and Balancing staffing) to meet per interval and average Service level for each line of business.
Updating schedule time to time if changes from operation
Sending hourly report for Service level.
Tracking Overtime/Vacation/Personal/Sick Leave, Attendance and tracking pay attendance for submission to payroll team.
Providing bay access using web tool.
Using Verint tool and impact 360 for adherence and schedule checking.
Engage to 3 different line of business for Real-time purposes
Skilling agents as requested through emails chat or by the client to meet the passing mark for the Service Level.
Coordinating with Operations and Client to reach daily Goal and Collaboration to meet target goal.
Sending payroll related files for semi-monthly pay to payroll like (disputes/overtime/payroll file attendance).
Updating Agent name in CMS Avaya tool under log-in identification once a new hire is under production to take calls and cross skilling agents if need to answer call wait to hit the target goal of service level per day.
December 17 ,2012 – July 23,2013 ( 7 months)
Startek Inc.
Ground Fl. SM Cyberone Building, #69 Jupiter ST.
Makati City Philippines.
Position: Real-time Analyst Workforce Support.
Real Time Monitoring (Monitoring the Que Status per certain Line of Business,Balancing Service Level and Balancing staffing) to meet per interval and average Service level for each line of business.
Sending Hourly Report using Microsoft Excel for BTP reporting(for staffing percentage,line adherence of the agents,abandonment and target goal per service level or Adherance.\
Plotting schedules, VTO, coaching (as per intraday system or acquired in EWFM system, coding HR meeting for agents, overtime segments and system issue segments, adding ACD id for those who don’t have or for new hires. Adding skills and adjusting schedules in EWFM either Realtime or per week.
Skilling agents as requested through emails or by the client
Reporting system issue asap for the client and operation.
Doing ICU (intraday /End of Day) coding for segments, logoff and late or absent in EWFM for the intraday report.
Collaborating with operation for better solution to hit target per interval for service level or BTP target.
Using CMS system for checking ques and skilling agents, EWFM fro coding segments and generating reports for intraday or monthly , RTA screen and Lawson for adding skill for new and tenured agents
And terminating agents in EWFM and Lawson as approved by HR.
May 20 ,2011 – December 10,2012 ( 1yr, and 5 months)
Aegis People Support
Ayala ave. corner Gil Puyat St.(Buendia),Makati City.
Position: Senior.Executive, Realtime Analyst Work Force Management
Real Time Monitoring (Monitoring the Que Status per certain Line of Business, Balancing Service Level and Balancing staffing) to meet per interval and average Service level for each line of business.
Coordinating with Operations and Client to reach daily Goal and Collaboration to meet certain goal.
Making Real time adjustment for schedules using IEX (Blue Pumpkin system) and reporting service Level Outcome per day using Microsoft excel for management and client
Assist in Aux Plotting and Breaks Using Blue Pumpkin (IEX) and
Work Force management system (ASPECT).
Processing schedule swap for the agents and plotting overtime.
Assisting in client demand such as for the team meetings for a certain Line of business and reports per interval for each line of business.
Admin task (Answering emails accurately in operation request, swap request for schedules and even in aux plotting request.).
Sending reports per interval and Hourly for Overtime.
Sending intraday report for each LOB needed.
Reporting system issues to the I.T. Department for better resolution.
Plotting Schedules for agents per interval and coaching needed.
And Coding VTO real-time or a head of time for better resolution for service level.
January 24,2011 – May 19,2011 ( 4months)
Aegis People Support
Ayala ave. corner Gil Puyat St.(Buendia),Makati City.
Position: Hr Assistant Scheduler/Phone Screener.
Calling possible applicants that want to apply to us.
Phone Screening for their communication skills and background check.
Schedule them for their initial interview once the pass the Phone screening.
August 2010-January 15,2011 (5 months)
Convergy’s
Northgate Cyberzone, Alabang, Muntinlupa City.
Postion:Call Center Representative / CSR
October 31,2008-March 9,2010 ( 1 yr and 5 months)
TeleTech Customer Care Management Philippines Inc.
Level2, Robinsons Place Sta. Rosa, Old National Highway,
Brgy. Tagapo Sta. Rosa, Laguna, 4026
Position: Call Center Representative / CSR
Education
2004- 2008 University of Perpetual Help System Biñan, Laguna
Graduate of Bachelor of Science in Nursing
200 units completed
- Casa Del Niño Montessori School San Pedro, Laguna
Secondary Education.
- Casa Del Niño Montessori School San Pedro, Laguna
Elementary Education
Personal Data
Date of Birth: June 6, 1987
Place of Birth: Sampaloc, Manila
Civil Status: Married
Children: 3
Citizenship: Filipino
Religion: Roman Catholic
Sex: Male
Mother’s Name: Melody D. Luna
Occupation: Senior Manager: Bank Of The Philippines Islands(retired)
Father’s Name: Enrique G. Luna
Occupation: Self Employed
Interest
Cycling, Computer Gaming, Badminton, Basketball, Cooking.
Skills
Excellent in English and Filipino
Excellent in Computer skills
Adobe Photoshop
Internet Explorer
MS Office / MS Excel
Advanced Typing Skills: 35 wpm, 100% Accuracy
Blue pumpkin system (Web base / app base) / IEX z(NICE) / Workforce management system (ASPECT) / Verint
SAP system for updating schedules
Reference:
Angelous Dahil
Real time Supervisor, Workforce Management
IBEX Global Solutions
7th flr Sm City BF Parañaque, Sucat Rd. corner President’s Ave.,
Sucat Parañaque City, Metro Manila, Philippines-
Dhave Ann Quesada
Assistant Manager, Workforce Management
IBEX Global Solutions
7th flr Sm City BF Parañaque, Sucat Rd. corner President’s Ave.,
Sucat Parañaque City, Metro Manila, Philippines-
Carlos Ubaldo
Senior Assistant Manager, Workforce Management
Infosys BPO limited
5f, Vector two Building, Northgate Cyberzone Filinvest Corporate City, Alaban Muntinlupa City, Philippines-
