Christian R.
Mid-Level Workforce Management Scheduler
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Christian Rae A. is an experienced WFM Scheduler/Planner at Foundever with a demonstrated background in workforce management for the BPO and customer service industries. Since June 2021, Christian has led forecasting and planning operations, developing both short-term and long-term staffing models, optimizing employee scheduling, and executing capacity planning initiatives to meet service level objectives. Prior roles at Foundever include WFM Analyst, where Christian oversaw real-time adherence and analyzed staffing levels, and frontline positions such as Customer Service Representative at Sykes Asia and Telephone Banker at JP Morgan and Chase. Christian also brings experience as a Team Leader and Quality Analyst at Wipro BPO, contributing to performance management, call trend analysis, and quality improvement. Christian holds a Bachelor of Science in Management Accounting from the University of San Carlos.
Experience
WFM Scheduler/Planner
Foundever · 2021 — PresentForecasts and plans staffing needs by analyzing historical data, trends, and utilizing forecasting tools. Designs and manages employee schedules according to workload projections, agent availability, and business requirements, and adjusts to maintain optimal service levels. Coordinates capacity planning with stakeholders to support changing business demands and recommends staffing or process changes. Collaborates with Operations, HR, and Training to align workforce management strategies and shares recommendations during meetings.WFM Analyst
Foundever · 2016 — 2021Monitored real-time adherence, staffing, and call statistics, communicating with management for efficient management of on/off phone activities. Oversaw intra-day call volume and staffing to ensure alignment with forecast agreements. Investigated and resolved schedule discrepancies, and evaluated needs for rescheduling, overtime, and voluntary time off to maintain operational goals within budget.Customer Service Representative
Frontier Communications Sykes Asia · 2016 — 2016Handled billing inquiries and general customer service requests, conducted basic troubleshooting for Landlines, and performed cross/upselling of products and services.Marketing Consultant
Authors Solutions · 2015 — 2016Developed and implemented marketing strategies tailored to author objectives and budgets, prepared detailed marketing proposals and plans, and directed marketing efforts using selected methods and tools.Telephone Banker
JP Morgan and Chase LLC · 2014 — 2015Delivered customer support and resolution through analysis and investigation of card member accounts and concerns, addressing issues with member charges, fees, interest rates, rewards, and other credit card matters.Team Leader – L2
Wipro BPO · 2013 — 2014Provided coaching and feedback on KPIs to address performance, led huddles and call listening to identify process gaps, and coordinated with Training and QA teams for process updates. Managed escalated customer complaints and maintained confidentiality of company and customer information. Supported associate motivation, career development, and reporting, facilitated new hire mentoring, and analyzed performance and process dashboards.Quality Analyst
Wipro BPO · 2012 — 2013Compiled, tracked, and analyzed agent performance using the quality management system, monitored call trends, and identified training opportunities. Created defect analyses for process improvements, communicated with clients for calibration and process gap identification, reported KPIs, and produced weekly QA dashboards.Subject-Matter Expert
Wipro BPO · 2009 — 2012Evaluated emergency calls to provide coaching and feedback, engaged in weekly communication with clients to address process gaps, and handled process-related inquiries both over the phone and offline.Customer Service Representative
People Support – Washington Mutual Bank · 2007 — 2009Responded to customer queries regarding bank accounts, including balances, interest earned, and fees, and performed cross/upselling of bank accounts to potential customers.
Skills & Expertise
Education
- Bachelor of Science in Management AccountingUniversity of San Carlos · 2003 — 2007
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