Von Derick O. Sandiko
186 Susano Road, Barangay San Agustin, Novaliches, Quezon City
Cellphone Number:-
Email:-
EDUCATIONAL BACKGROUND
STI College Novaliches (2009 – 2011)
Diploma in Information Technology
Grade Pass / Non-gradable
SKILLS
Intermediate to Advanced knowledge on WFM Tools
CMS Avaya (Real-Time Monitoring and Data Extraction from Historicals)
NICE IEX Workforce Management
Aspect eWFM, eSP
Real-Time Adherence Tool
GMT (Global Management Tool) / GMT Mission Control
InContact
Salesforce
Olark
CRM
Basic knowledge on:
Blue Pumpkin (Forecasting and Scheduling)
Verint Impact 360 (Web-based WFM Tool)
Metabase
Strong skills on MS Office Tools & Google Workspace
Advanced Knowledge workforce analysis which includes the following:
Scheduling
Headcount and Volume Forecasting
Capacity Planning
Real Time Management and Reporting
ACHIEVEMENTS
Dean’s Lister Awardee (STI College Novaliches) – 2011
Aztec Top Workforce Support Awardee for 2013 Q3 (Startek Philippines)
Remitly Champion for Q2 2019
Remitly Best of the Best for Cultural Value Don’t be afraid to fail
WORK EXPERIENCE
GOOGLE OPERATIONS CENTER (GOC)
Resource Optimization Team Leader
July 2020 up to present
Managing a group of 15 RTAs while overseeing (Real-time Management, Process and Project Management/Improvements) 13 different sites, +10 languages, 8 Google Lines of Business with up to +5,000 HC
REMITLY INC.
Workforce Supervisor
October 2017 to July 2020
Managed a group of 10 RTAs and 1 scheduler while overseeing (RTM, Scheduling, Forecasting, Capacity and hiring plan) 4 different sites with headcount up to 1,000 and still growing.
Real Time Analyst
January 2017 to October 2017
Built and established all WFM SOPs (RTM, Scheduling), internal reporting and KPI measures from the ground up to execution.
VXI INC
Workforce Specialist I
October 2015 to July 2016
Providing real-time support for US-based program which mainly focuses on line adherence, Occupancy, Service Level, Average Handle Time, and Answer Rate.
Scheduler Apprentice
July 2016 December 2016
Long-Term scheduling, Capacity Planning and Forecasting based on historical data.
ALORICA INC.
Global Command Center/Force Desk
June 2015 to October 2015
Virtual Workforce Analyst handling more than10 different US-based programs.
STARTEK PHILIPPINES
Real-Time Analyst / Workforce Support
April 2013 to June 2015
On-Site Workforce Analyst for AT&T, handling 70-80 agents.
Escalations Specialist for AT&T
August 2012 – April 2013
Floor Support and on-the-spot coaching and feedback.
Customer Service Expert for AT&T
August 2011 to August 2012
Assisted customers with questions regarding their account.
