RICARDO MIGUEL DE LEON PAZ
35 Guijo Filinvest II Northview II Subdivision, Batasan Hills Quezon City.
Cell no: -
Email address:-
OBJECTIVE
To obtain a position of responsibilities that will effectively utilizes my skills and experiences and keen to
work in a highly challenging competitive environment for the enhancement of my creative abilities and
optimum profitability of the organization.
COMPETENCIES
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Knowledge in MS word, Excel and PowerPoint.
Works great in a team.
Knowledge in Excel VBA.
Hardworking, Honest, and Excel more when under pressure.
Has good communication skills in Filipino and English.
EDUCATION
Tertiary
Far Eastern University – Nicanor Reyes Educational Foundation
Sampaguita Avenue, Mapayapa Village, Diliman, Quezon City
Secondary
De La Salle Araneta University
Salvador Araneta Campus Victoneta Ave, Malabon, Metro Manila
Primary
Smart Starters Montessori School
Brgy. Graceville Gaya Gaya, San Jose Del Monte, Bulacan
WORK EXPERIENCE:
Workforce Analyst
Optum Global Solutions - Taguig City
Science Hub Tower 1, Turin St, Taguig, Metro Manila
January 2020 – Present
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Responsible for determining and communicating work schedules, resources for various call
queues
Use workforce management software and call volume history to help manage daily staffing
levels and to determine the most effective methods for staffing adjustments
Deploy/redeploy resources in real time to meet current business levels/needs (e.g., re-skilling,
real-time skill management)
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Monitor attendance/schedule adherence, and take action as needed (e.g., update schedules,
realign resources)
Optimize scheduling in real time, as needed (e.g., queuing, breaks, unplanned PTO)
Utilize call center tools to observe agents’ actual state compared to scheduled state
Manage real-time inbound call traffic to help ensure that service levels are met
Gain an understanding of the technical and business solutions such as: optimized schedules,
forecasts and other tools
Prepare and maintain reports, dashboards and monthly packages
Act as a resource for others
Coordinate others’ activities
Comply with the terms and conditions of the employment contract, company policies and
procedures, and any and all directives (such as, but not limited to, transfer and/or reassignment
to different work locations, change in teams and/or work shifts, policies in regards to flexibility of
work benefits and/or work environment, alternative work arrangements, and other decisions
that may arise due to the changing business environment). The Company may adopt, vary or
rescind these policies and directives in its absolute discretion and without any limitation (implied
or otherwise) on its ability to do so
Workforce Analyst
Accenture – Global One Center
Lot 5 Block 2 E-commerce Road, Eastwood City Cyberpark Bagumbayan, Quezon City 1110
October 2019 – January 2020
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Represents the project(s) on highly visible, sensitive and controversial issues before external
constituencies; defuses troublesome issues related to Accenture, Client, and internal policies and
procedures; manages and promotes relationships with significant external constituencies.
Regularly facilitates team involvement processes for policy input, to resolve significant issues and
gathers external feedback through facilitating group processes.
Identify, document, escalate, and communicate significant Real time, Routing and Reporting
events to the Senior Leadership team.
On an ongoing and consistently substantial basis, coordinates, integrates, and provides organized
work efforts to achieve positive operational targeted outcomes.
Provide recommendations for development of significant programs; implement programs by
developing procedures and processes, and by managing resources to achieve program objectives
targeted by senior decision makers
Assure Business Continuity Management (BCM) Processes, including resilience strategies,
recovery objectives, business continuity and crisis management plans are in place, current, and
being exercised annually.
Sr. Real Time Analyst
Alorica – Centris
Three Cyber pod Centris, Edsa cor. Quezon Avenue, Diliman, Quezon City
June 2019 – October 2019
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Provide real-time monitoring via available tools (Real-Time Adherence, Avaya CMS Supervisor,
etc.) and workforce management techniques to make intra-day adjustments to maximize
resource efficiency and achieve service level goals / business objectives.
Perform continual analysis of current performance like noting recent historical trends and
conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate
with Operations teams to achieve Line adherence goals.
Maintain constant communication with Operations teams to coordinate needed staffing
adjustments based on current and forecasted results.
Respond to reported issues, requests & inquiries of a problematic technical or functional nature
and suggest or deploy fixes and enhancements.
Maintains fill rate reports
Responsible for making the required daily reports for the company or client requirements,
generating performance reports, and maintaining the daily client staffing requirements.
Runs and analyzes reports with the result of making recommendations for adjusting staffing
levels to meet departmental productivity and profitability goals.
Have strong computer skills to store data, create reports, produce schedules and perform other
tasks.
Works with the client during outages and daily performance readouts.
Doing scheduling tasks.
Real Time Analyst
Alorica – Centris
Three Cyber pod Centris, Edsa cor. Quezon Avenue, Diliman, Quezon City
December 2018 – June 2019
● Provide real-time monitoring via available tools (Real-Time Adherence, Avaya CMS Supervisor,
etc.) and workforce management techniques to make intra-day adjustments to maximize
resource efficiency and achieve service level goals / business objectives.
● Perform continual analysis of current performance like noting recent historical trends and
conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate
with Operations teams to achieve Line adherence goals.
● Maintain constant communication with Operations teams to coordinate needed staffing
adjustments based on current and forecasted results.
● Respond to reported issues, requests & inquiries of a problematic technical or functional nature
and suggest or deploy fixes and enhancements.
● Maintains fill rate reports
● Responsible for making the required daily reports for the company or client requirements,
generating performance reports, and maintaining the daily client staffing requirements.
● Runs and analyzes reports with the result of making recommendations for adjusting staffing
levels to meet departmental productivity and profitability goals.
● Have strong computer skills to store data, create reports, produce schedules and perform other
tasks.
● Works with the client during outages and daily performance readouts.
Customer Service Rep.
Alorica-Centris
Three Cyber pod Centris, EDSA Cor Quezon Avenue, Diliman Quezon city
May 2017-December 2018
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Resolved customer complaints via phone.
Greeted customers warmly and ascertain problem or reason for calling
Cancelled or upgraded accounts
Advised on company information
Took payment information and other pertinent information such addresses and phone numbers
Acted as the company gatekeeper
Informed customer of deals and promotions
Worked with customer service manager to ensure proper customer service is being delivered
