Richmond De Los Santos

I’m Richmond De Los Santos, a Workforce Management Real-Time Analyst and Data Specialist with 10+ years of diverse professional experience in workforce management, data analysis, technical support, customer service, and engineering project coordination. I specialize in building automated reporting systems, optimizing staffing efficiency, and delivering accurate, data-driven solutions for business operations.

Professional Experience

• Global Workforce Management Analyst – Uber, BGC Taguig (2021 – Present)
• Oversee real-time monitoring, scheduling, and SLA management for high-volume contact center operations. Implement immediate staffing adjustments to meet demand, produce detailed performance reports for leadership, and collaborate with cross-functional teams to enhance operational efficiency and customer satisfaction.
• Subject Matter Expert – Uber, BGC Taguig (2018 – 2021)
• Provided operational guidance, created training materials, and supported cross-functional initiatives to enhance service quality.
• Technical Consultant – Convergys Telstra, Quezon City (Dec 2015 – Dec 2016)
• Delivered technical support and customer service for Telstra, resolving technical issues and maintaining high customer satisfaction in a high-volume environment.
• Customer Service Representative – Straive, Pasig (Aug 2013 – Jan 2015)
• Supported BDO Merchant Services, troubleshooting POS machines, addressing payment-related concerns, coordinating on-site technician deployment, and processing thermal paper orders.
• Site Coordinator – Deecon Ready Mix, Pasig (Nov 2012 – Jun 2013)
• Oversaw site pouring schedules, ensured quality procedures, solved technical issues during operations, and coordinated with the plant for efficient project execution.
• Site Engineer – Phoenix RMC Inc. (First Solid Group of Companies), Quezon City (Nov 2010 – Nov 2012)
• Managed site supervision, coordination, and execution for construction projects, ensuring adherence to quality and safety standards.

Core Skills & Services

• Workforce Management (real-time monitoring, scheduling, forecasting, SLA management)
• Data Analysis & Reporting (Google Sheets, Excel, SQL basics, dashboard creation)
• Google Apps Script automation for reporting and workflows
• Technical Support & Customer Service (POS, telecommunications, troubleshooting)
• Site Coordination & Engineering Project Supervision

Certifications

• Lean Six Sigma (Yellow Belt)
• Data Analysis using Microsoft Excel
• Fundamentals of Project Management