Marvin J.
Mid-Level Workforce Management Analyst
Open to offersNew to PlatformAbout
Marvin S. is an experienced Realtime Analyst at Alorica, where he excels in real-time workforce management, optimizing staffing levels to meet service targets while effectively handling unexpected volume fluctuations. His expertise in leveraging workforce tools and reporting allows him to identify and prioritize areas for improvement, ensuring optimal staffing and service performance. Previously, he worked as a Content Moderator at Alorica, focusing on ensuring compliance with platform policies to maintain a safe online environment. Additionally, Marvin enhanced fraud detection capabilities as a Fraud Analyst at Teleperformance, where he analyzed transactional data to identify potential fraudulent activities, providing valuable insights for strategic decision-making. Marvin's advanced proficiency in Excel and Microsoft Office, coupled with his detail-oriented approach, mark him as a thorough and effective professional in the realm of data analysis and operations management.
Experience
Realtime Analyst
Alorica · 2024 — PresentMonitored staffing levels to respond to unexpected volume fluctuations. Managed intraday reporting on service performance metrics, focusing on improvement areas. Ensured optimal staffing across specific queues to meet real-time demand.Content Moderator
Alorica · 2020 — 2024Oversaw online community interactions, identifying and removing policy-violating content. Reviewed user reports of harmful content and took timely action to ensure a safe viewing experience. Adapted to changing content policies while managing high volumes of content under tight deadlines.Fraud Analyst
Teleperformance · 2019 — 2019Analyzed transactional data to detect patterns of fraudulent activity. Conducted investigations into customer accounts to verify legitimacy and prevent unauthorized access. Reviewed online orders, flagging potential fraud to mitigate risks.Kitchen Staff Member
Bocadillos · 2018 — 2018Supported the kitchen team in fulfilling high-volume orders during peak periods. Followed recipes to maintain food quality and cleanliness. Ensured compliance with food safety regulations.Bagger
Landmark · 2017 — 2017Interacted with customers to understand their needs and provide appropriate service. Managed customer complaints through effective communication and collaborated with team members to achieve targets.Bagger
South Supermarket · 2016 — 2016Engaged with customers to identify their needs while delivering tailored service. Resolved customer complaints calmly and collaborated with teammates to meet targets.Personal Assistant
Attorney Rodolfo Soriano Jr. · 2015 — 2015Handled sensitive information, ensuring compliance with data protection regulations. Updated shared calendars with meeting information and supported office operations through document management.Cashier
Games & Gadget · 2014 — 2014Processed payments accurately while helping customers with their requests. Maintained organized checkout areas.Bagger
SM Center · 2012 — 2013Interacted with customers to understand and fulfill their needs. Resolved customer complaints effectively while maintaining a clean and safe workspace.HR Intern
SSS · 2011 — 2011Provided support in HR functions under pressure. Reviewed and updated HR documentation and maintained organized company records.
Skills & Expertise
Education
- NVQ Level 3: Visual GraphicsDr. Filemon C Aguilar Technology Training Institute · 2012 — Present
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