Workforce Analyst | Data Entry | Administrative Support
Philippines
Detail-oriented Workforce Analyst and Five9 Administrator with over 11 years of experience supporting contact center operations through real-time monitoring, workforce optimization, system administration, and data management. Proven ability to deliver accurate, actionable insights that align with organizational goals and service level requirements. Highly experienced in Five9 administration, including campaign and skill management, user configuration, lead uploads, and real-time queue monitoring. Strong background in attendance and adherence tracking, schedule compliance, and daily staffing optimization, ensuring operational efficiency and consistent service delivery. Proficient in data entry and reporting using Excel, with a strong focus on accuracy, data integrity, and clear presentation of information for stakeholders and clients. Regularly handles large data sets, prepares operational and performance reports, and supports administrative tasks essential to day-to-day operations. Known for a meticulous approach, strong critical-thinking skills, and the ability to collaborate effectively with operations and support teams. A reliable, tech-savvy professional committed to continuous improvement, process efficiency, and high-quality administrative and analytical support.
AGENTHUB360
Feb 2023 to Aug 2025
Served as Five9 Administrator managing skills, users, and call campaigns, including lead uploads and dialer integrity; ensured all agent leads and contacts were properly dialed; performed real-time monitoring and call listening for ISAs; delivered coaching and training; developed and implemented call processes and SOPs; managed lead claiming in Lofty; and supported ISA recruitment through candidate screening across multiple hiring platforms.
Rocket Station
Feb 2018 to Feb 2023
Created and compiled client-required reports, conducted real-time monitoring of virtual assistants, managed administrative tools and campaign modifications (skills setup, adding/deleting campaigns), scrubbed client-provided leads, and supported lead generation using Apollo and LinkedIn.
NexGen
Jun 2017 to Dec 2017
Prepared and distributed operational reports on attendance, service level, AHT, and agent auxiliary usage; processed requests from Operations; and conducted real-time monitoring of agent activity and inbound calls to ensure performance and SLA compliance.
VISA Philippines
Aug 2016 to Mar 2017
Processed adherence and schedule-related email requests from Business Operations, coordinated and plotted agent offline activities, prepared and distributed performance reports (Service Level, Occupancy, etc.), monitored real-time queue performance, and adjusted agent skills as needed to support operational efficiency.
CONCENTRIX
Apr 2013 to Jul 2016
Managed Real-Time Adherence and queue operations to support business service level agreements by monitoring site activities, ensuring on-time agent logins/logouts, controlling and reporting schedule adherence, maintaining accurate attendance and schedule updates, delivering real-time and ad-hoc reports, and serving as the point of contact for processing and tracking schedule exceptions such as training and coaching.
IBM
Jul 2011 to Apr 2013
- Provided comprehensive customer support for credit card accounts, including card activation, billing inquiries, dispute resolution, balance transfers, and fulfillment of statement requests, while ensuring accurate information and a positive customer experience. - Handled customer inquiries, complaints, and booking modifications for existing reservations, ensuring accurate updates, issue resolution, and a smooth customer experience.
SYKES ASIA
Jul 2009 to Aug 2010
Handled customer inquiries, complaints, and booking modifications for existing reservations, ensuring accurate updates, issue resolution, and a smooth customer experience.