Jelamar A.
Mid-Level Workforce Real-Time Analyst
Open to offersNew to PlatformAbout
Jelamar F. A. is a dedicated professional with extensive experience in customer service, workforce management, and administrative support. Currently, he excels as a Workforce Real-Time Analyst, ensuring operational efficiency by monitoring real-time operations to meet service levels and key performance indicators. His expertise in real-time reporting and data analysis contributes to optimizing productivity and enhancing customer experience. Previously, Jelamar served as a Call Center Agent, proficiently handling technical and healthcare-related inquiries to resolve customer concerns. In addition, he has a background in the hospitality industry, having worked as a marketing specialist and line cook, promoting restaurant services and preparing quality dishes. In his earlier roles, including positions at McDonald’s and Jollibee, he developed strong schedule adherence and data entry skills, showcasing his ability to manage tasks efficiently in fast-paced environments.
Experience
Workforce Real-Time Analyst
null · 2024 — PresentMonitored real-time operations to ensure service level agreement adherence and achieve key performance indicators. Managed schedule adjustments based on call volume and coordinated with operations and team leaders to address staffing gaps. Analyzed workforce data to support decision-making, maintained accurate scheduling records, and provided timely recommendations to enhance productivity and operational efficiency.Call Center Agent
null · 2021 — 2024Provided customer support for technical, healthcare, and general service accounts through inbound and outbound interactions. This included troubleshooting technical issues, assisting with healthcare inquiries, resolving customer concerns, processing account requests, and ensuring compliance with company policies. Employed strong communication and problem-solving skills while managing multiple systems and documenting customer interactions.Marketing / Line Cook
null · 2021 — 2021Promoted the restaurant through various marketing initiatives and supported daily promotional activities. Prepared and cooked menu items while adhering to quality and presentation standards. Contributed to food preparation, inventory monitoring, and kitchen organization while ensuring compliance with food safety regulations.Service Crew / Party Host
McDonald’s and JollibeeEngaged in customer service and hospitality as a Party Host and Service Crew member. Assisted customers with food preparation and service, maintained cleanliness, handled orders, and ensured a positive dining experience. Developed communication, teamwork, time management, and problem-solving skills in a fast-paced environment.
Skills & Expertise
Education
- Senior High SchoolTañong High School · — — 2020
- Alternative Learning System (ALS) Graduate – Old CurriculumN/A · — — 2020
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