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Gabriel B. — Mid-Level Workforce Management Real-Time Analyst from Philippines

Gabriel B.

Mid-Level Workforce Management Real-Time Analyst

Philippines 1-2 years 800 - 900 USD per month
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Gabriel B. is a seasoned Workforce Management professional with over five years of experience integrating customer service and sales expertise. Currently serving as a Real-Time Analyst at Qualfon Philippines, he excels in real-time monitoring, queue management, and intraday performance optimization to meet service level targets. Gabriel's role involves analyzing queue volumes and trends, making staffing adjustments, and collaborating with operations leaders to maintain agent adherence. He is adept at generating timely reports, providing insights into KPIs, and supporting data-driven decision-making with advanced Excel skills. Gabriel previously worked as an Account Analyst, where he created performance trackers and provided coaching to improve agent efficiency. His background also includes roles such as Customer Service Representative and Customer Resolution Specialist in the energy sector, where he managed complex inquiries and ensured high-quality communication. Through his comprehensive skill set and industry experience, Gabriel contributes to enhancing operational efficiency and customer satisfaction.

Experience

  • Account Analyst (DTE Energy)

    Qualfon Philippines · 2025 — 2025
    Monitored daily process updates and ensured compliance with company policies. Developed a performance tracker for agents to enhance their skills and efficiency in handling complex issues. Provided coaching on QA qualifications and managing AHT while maintaining call quality. Assisted management in monitoring agents' adherence to scheduled breaks and lunch by identifying long calls and unauthorized aux usage. Worked with supervisors on administrative tasks and handled escalation calls, including conducting call listening to gather data on agent improvement opportunities.

  • Real-time Analyst (Workforce Management)

    Qualfon Philippines · 2025 — Present
    Oversaw real-time performance across voice, chat, and email channels to achieve service level targets. Analyzed queue volumes and intraday metrics to make immediate staffing and skills adjustments. Collaborated with operations leaders and team managers to ensure agent adherence and maximize workforce utilization. Identified potential service risks and implemented corrective measures to mitigate performance impacts. Produced timely reports on KPIs, trends, and overall operational performance. Supported decision-making with real-time insights and maintained communication with stakeholders during intraday intervals.

  • Customer Resolution Specialist (DTE Energy)

    Qualfon Philippines · 2024 — 2025
    Managed inbound and outbound calls using Genesys, addressing customer inquiries related to energy services. Gained a strong understanding of the energy industry, including billing cycles and regulations, to effectively resolve customer issues. Provided detailed information regarding billing, payment options, and energy usage. Collaborated with analysts and supervisors to address customer grievances and identify root causes. Updated customer information and processed service requests while ensuring seamless communication and resolution of technical issues.

  • Customer Service Representative

    ICSolutions · 2023 — 2024
    Addressed customer inquiries about products, services, and company policies, while managing a high volume of daily inquiries. Focused on resolving customer issues through clear communication and setting appropriate expectations. Assisted users in connecting with incarcerated loved ones through various services, including Prepaid collect and Video visitation.

  • Chat Support

    Access Remote Pro · 2021 — 2022
    Facilitated customer inquiries and provided support through chat channels. Analyzed and resolved technical issues and facilitated a smooth user experience during live conference participation.

  • Customer Care Assistant

    Medicard Philippines, Inc. · 2018 — 2019
    Responded to consumer inquiries about health plans, outlining coverage, terms, and benefits. Managed the claims process, ensuring compliance with deadlines and regulations. Maintained accurate customer files and directed complex issues to appropriate departments for resolution. Collaborated with billing and claims teams to address client problems and provide efficient service delivery.

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