Martha Monavie Realista

Martha Monavie T. Realista Workforce Management & Business Support Specialist Profile Summary I’m a Workforce and Business Support professional with over 10 years of experience in the BPO industry, specializing in scheduling, real-time operations, and client support. My background covers both operations (capacity planning, scheduling, KPI tracking) and frontline roles (customer and technical support), giving me a well-rounded skill set that helps businesses stay efficient while keeping customers happy. I’m highly organized, adaptable to remote setups, and known for maintaining excellent communication. I’ve also provided administrative and creative support such as calendar management, reporting, and basic graphic design/video editing — making me a reliable all-in-one contributor. Core Skills • Workforce Management: Scheduling, capacity planning, real-time monitoring, KPI reporting • Customer Support: Phone, email & chat handling, CRM systems, billing support, issue resolution • Administrative Support: Calendar/email management, task prioritization, documentation, data entry • Creative Tools: Canva, CapCut, Picsart for design & editing • Technical Proficiency: MS Excel, workforce tools, reporting dashboards Professional Experience Ibex Global Solutions • Workforce Scheduling Assistant Manager | Feb 2023 – Present • • Oversaw daily/weekly schedules, ensuring complete coverage across teams. • • Improved schedule accuracy and reduced conflicts through process enhancements. • • Strengthened communication between WFM and operations teams. • Workforce Real-Time Supervisor | Dec 2021 – Feb 2023 • • Tracked staffing, service levels, and workload distribution in real time. • • Adjusted schedules to manage surges and absences. • • Delivered clear reports/dashboards to leadership for decision-making. • Workforce Scheduler | Jun 2018 – Nov 2021 • • Designed schedules aligned with business needs and forecasts. • • Partnered with ops leaders to resolve conflicts and maintain service levels. • • Ensured WFM data accuracy through tools and spreadsheets. • Workforce Capacity Planner | Dec 2017 – May 2018 • • Developed capacity plans to align headcount with business needs. • • Produced staffing reports to guide resourcing and budgets. • Workforce Real-Time Analyst | Feb 2015 – Dec 2017 • • Monitored live operations to maintain adherence and service goals. • • Reported intraday and end-of-day trends for management review. • Customer Support Representative | Jul 2014 – Feb 2015 • • Resolved billing/account issues with 90%+ CSAT results. • • Handled escalations with empathy and professionalism. Teletech Roxas • Technical Support Representative | Oct 2013 – Jun 2014 • • Provided troubleshooting for internet, TV, and phone services. • • Achieved consistent first-call resolution rates. Manly Plastics, Inc. • Quality Assurance Engineer | Jun 2013 – Oct 2013 • • Conducted inspections/testing to ensure compliance. • • Produced accurate inspection and compliance reports. Teletech • Technical & Chat Support Representative | May 2011 – Jan 2013 • • Assisted customers with billing, technical issues, and account inquiries. • • Consistently met KPIs and documented cases in CRM systems. Education Bachelor of Science in Electrical Engineering Technological University of the Philippines