Dalin B. Cruz
3unitC Pinatubo St., Brgy. Barangka Ilaya, Mandaluyong City
E–mail add: [email protected]
Contact no: 09999967172

Working experience

Alorica Philippines Inc

Workforce Management- (February 1, 2015 to Present)
Global Command Center
Scheduling and Planning
• Prepare over/under reports to be send and discuss to the operations and client.
• Prepare recommendation to ensure all the metrics are meeting its target.
• Prepare/Recommend schedule shells based on the forecast and trend.
• Update weekly FTE/Headcount for capacity view.
• Update manpower schedule for daily and weekly request same with their PTO.
• Upload forecast and agent requirements using workforce tool. (GMT, Spectrum & Verint)

Workforce Management- (July 9, 2013 to February 1, 2015)
Global Command Center
Scheduling Support
• Prepare a daily run rate reports for management and clients.
• Ensure all agents is tracked and trended on a continuous basis.
• Updates weekly FTE headcount and overtime for the client review.
• Manage all the exceptions to ensure the forecasted hours are filled.

Workforce Management- (March 30, 2011 to July 9, 2013)
Global Command Center
Real Time Analyst
• Prepare and Deliver Hourly reports to be send to the Management.
• Managing schedule exceptions including attendance breaks and work exceptions.
• Monitor and reacting to real-time staffing levels and call volumes, busy lines, production issues.
• Addresses employee concerns regarding shift schedule revisions and changes by calling the attention of the Workforce Management.

Alorica Pacipic Rim

Workforce Management- Local Account (June 10, 2008 to March 30, 2011)
Scheduling Analyst
• Ensure team accurately tracks and manages call center schedule adherence.
• Manage staffing ratios and seat utilization/optimization to ensure call center goals are met.
• Creation and distribution of manpower and agents schedule
• Analyze past volume and staffing patterns and will implement based on the forecast provided by the client to ensure service goals are met.
Real Time Analyst
• Oversee all Real-Time activities to ensure operational and client goals are met.
• Monitor absenteeism levels and work with Management on attendance management initiatives.
• Prepare a daily/weekly/monthly reports that have to be send to the clients.
• Ensure all required data is tracked and trended on a continuous basis.
• Prepare weekly/monthly power point presentation to be discuss to the clients.

Alorica Philippines Inc.
Customer Service Representative – Local Account (June 10, 2007 to June 10, 2008)
Job Description
• Deal quickly and efficiently with customer inquiries or complaints.
• Provide customers with product and service information.
• Follow-up on customer request and complaints not immediately resolved.
• Expedite customer complaints, including keeping them informed of delays or early fulfillment.

National Statistics Coordination Board
February 2007 – March 2007
On-the-job training
• Consolidate the quarterly income of selected company.
• Responsible in checking computations.

SKILLS
• Knowledge of WFM system (GMT Planet, Verint, Nortel Symposium, Avaya, IEX)
• Excel (Formatting, Formulas, Macros,
Pivot tables, etc), MS Word, and PowerPoint
• Experienced Manual & Automated call distribution.
• Literate in Statistical Software Packages (SPSS)

Education

College: Polytechnic University of the Philippines
Sta. Mesa, Manila
Bachelor in Applied Statistics
2003 – 2007

High School: San Miguel National High School
San Juan, San Miguel, Bulacan
1999 – 2003

Elementary: San Miguel Elementary School
Poblacion, San Miguel, Bulacan
1993 – 1999

PERSONAL BACKGROUND

Date of Birth : September 16, 1986
Place of Birth : San Miguel, Bulacan
Age : 31
Religion : Roman Catholic
Citizenship : Filipino
Weight : 70 kg
Height : 5’7