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Lance M. — Mid-Level Workforce Management Analyst from Philippines

Lance M.

Mid-Level Workforce Management Analyst

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Lance N. is a seasoned Workforce Management Analyst with expertise in operations and workforce management for business process outsourcing and IT support industries. At Blink, Amazon (via TasksEveryday), Lance monitored real-time operational metrics such as service level, call volume, and KPIs, implementing staffing adjustments to consistently maintain performance targets. He leveraged Excel and Salesforce CRM to design over 160 reporting solutions and data visualizations, directly reducing missed customer contacts by 67.1% in one month. Lance partnered with global stakeholders to resolve call driver issues and played a pivotal role in improving CRM audit log visibility in collaboration with US Tech Ops. Rapidly learning the NICE WFM platform, he built intraday dashboarding for key metrics, earning commendation and the Q2 2025 Manager’s Appreciation Award for reporting enhancements and operational insights. Previously at LeadGen Corp., Lance ensured service continuity through technical troubleshooting and supported sales efforts as a lead generation specialist.

Experience

  • Workforce Management Analyst (Real-Time & Reporting)

    Blink, Amazon | 3P from Teams.PH (TasksEveryday) · 2023 — Present
    Monitored real-time operational metrics, including Service Level and call volume, while implementing staffing adjustments to uphold performance targets. Developed over 160 Salesforce reports and visualizations, converting complex datasets into actionable insights. Collaborated with client stakeholders to address call driver issues, stabilizing inbound volume and preventing spikes. Enhanced Salesforce CRM audit log visibility in cooperation with US Tech Ops, leading to better issue detection.

  • Operations & IT Support Specialist (RTA Functions)

    LeadGen Corp. · 2022 — 2023
    Rehired for strong performance after independently resolving a system downtime issue, ensuring call handling operations continued uninterrupted. Monitored queue performance in real-time while assisting in staffing adjustments during peak volume periods. Provided technical and operational support, facilitating system troubleshooting in relation to operational needs.

  • Lead Generation Specialist

    LeadGen Corp. · 2019 — 2021
    Engaged in outbound outreach to generate and qualify leads, effectively contributing to the growth of the sales pipeline and customer acquisition efforts.