Beverly P.
Senior Workforce Management Specialist
Open to offersNew to PlatformAbout
Beverly P. is a detail-oriented professional with over 10 years of experience in the BPO and IT support sectors, specializing in Workforce Management, including Queue and Real-Time Analysis, for 5 years. Her robust experience at Rhipe Philippines showcases her proficiency in stakeholder coordination, issue escalation, and KPI improvement. As a Queue Analyst Premier, she was responsible for analyzing resourcing plans, implementing workforce strategies, and preparing KPI reports. From 2019 to 2023, she served as an Inbound/Outbound Queue Analyst, where she monitored operations and prepared detailed operational reports. Before that, she handled escalated cases as an O365 Technical Support Case Manager. Beverly holds a Bachelor of Science in Electronics and Communications Engineering and is Lean Six Sigma certified. Her skills in Microsoft 365 and Google Workspace enhance her capability in administrative and field coordination. Her volunteer experience in community legal documentation assistance reflects her commitment to community service and empowerment.
Experience
Queue Analyst Premier
Rhipe Philippines · 2023 — 2023Collaborated with internal stakeholders to examine resourcing plans and identify operational risks, ensuring service continuity and adherence to performance metrics. Recommended and executed workforce strategies to mitigate gaps, similar to planning community activities and consultations. Took the lead in the supervisor's absence, managing communication, documentation, and action item follow-ups. Compiled daily KPI reports and ad hoc documentation for senior stakeholders.Inbound/Outbound Queue Analyst / Real-Time Analyst
Rhipe Philippines · 2019 — 2023Oversaw real-time operations and worked with various teams to resolve service issues and escalations. Acted as the main point of contact for performance alignment, necessitating effective communication and structured documentation. Created downtime reports, incident logs, and escalation summaries for both internal stakeholders and clients. Ensured compliance with operational processes and documentation standards.O365 Technical Support (Case Manager / POC)
Rhipe Philippines · 2017 — 2018Managed escalated cases which required collaboration with technical teams and effective communication with clients. Ensured accurate documentation and record-keeping of case resolutions.Customer Service Representative
Telstra · 2015 — 2017Assisted business clients through systematic issue resolution, comprehensive documentation, and necessary follow-ups.
Skills & Expertise
Education
- Bachelor of Science in Electronics and Communications EngineeringPamantasan ng Lungsod ng Pasig