Rhodale Delizo
Workforce And Reporting Analyst
Pasay City,Metro Manila
Summary
Dynamic Workforce and Reporting Analyst with a proven track record at Five9 Philippines Inc, specializing in enhancing operational efficiency through expert data analysis and reporting. Excelled in utilizing Microsoft Excel and Power BI, alongside an analytical mindset, to drive decision-making and performance improvements. Demonstrated exceptional communication skills, ensuring data integrity and actionable insights across departments.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Workforce and Reporting Analyst
Five9 Philippines Inc
07.2019 - Current
- Using various reporting technologies, creating and updating dashboards and monthly reports for business review. Person to contact regarding monthly, quarterly, and annual employee scorecard.
- In charge of creating and maintaining statistics reports utilized by operations management. To guarantee that databases are correctly updated and maintained as needed.
- Serve as point of contact for Workforce Management with regards to any associated issues particular to each functional unit with Operations and all other relevant departments.
- Utilized in-depth analysis and creative problem solving to troubleshoot reporting issues
- Increased efficiency of existing processes by identifying areas of improvement during routine report reviews
Workforce Analyst
Five9 Philippines Inc
05.2017 - 01.2019
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Set and adjusted schedules to maintain optimal coverage and service levels.
- Produced and updated documents, reports, and tracking spreadsheets using Verint, Salesforce and Microsoft Office.
- Created training materials for new employees to provide information about attendance guidelines
Workforce Coordinator
Sitel Philippines
05.2013 - 03.2017
- Managed real-time inbound call traffic across multiple contact center locations.
- Optimized schedules, forecasts and other tools to present to management.
- Prepared and maintained reports, dashboards and monthly packages.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Established strong relationships with internal stakeholders to understand their workforce requirements and deliver tailored solutions
Real-Time Analyst
Sitel Philippines
02.2012 - 05.2013
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions
Customer Service Representative
Sitel Philippines
11.2009 - 02.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
TELUS International Philippines
Pasig, Metro Manila, Philippines
11.2006 - 10.2008
- Self-motivated, with strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in team environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Education
Bachelor of Science - Computer Engineering
Adamson University
Malate, Manila, Philippines 06.2000 - 10.2004
Skills
Microsoft Excel
Reporting efficiency and accuracy
Analytical mindset
Data Validation
Performance metrics evaluation
Presentation Materials
Data Interpretation
Power BI Experience
Data Integrity
Data Analysis
Data Cleansing
ETL processes
Timeline
Workforce and Reporting Analyst
Five9 Philippines Inc
07.2019 - Current
Workforce Analyst
Five9 Philippines Inc
05.2017 - 01.2019
Workforce Coordinator
Sitel Philippines
05.2013 - 03.2017
Real-Time Analyst
Sitel Philippines
02.2012 - 05.2013
Customer Service Representative
Sitel Philippines
11.2009 - 02.2012
Customer Service Representative
TELUS International Philippines
11.2006 - 10.2008
Bachelor of Science - Computer Engineering
Adamson University
06.2000 - 10.2004
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