Mary A.
Mid-Level Workforce Management Analyst
Open to offersNew to PlatformAbout
Mary Ann S. C. brings over five years of expertise in Workforce Management with a focus on real-time analytics and scheduling. Currently serving as a Real-Time Analyst/Workforce Scheduler at Probe Group Philippines, she excels in optimizing staffing levels to meet strategic objectives while ensuring compliance with company standards. Her proficiency with tools such as Power BI, GENESYS, NICE, and advanced Microsoft Excel enables her to accurately forecast workloads and manage schedules in a high-paced environment. Mary Ann is adept in customer authentication processes, including identity verification and performing the Know-Your-Customer (KYC) process, crucial for maintaining robust service levels and achieving monthly KPIs. Her previous roles in customer service at Sutherland Global Services and project coordination at Primeland Realty have finely honed her organizational and communication skills. Mary Ann holds a Bachelor of Science in Business Administration with a major in Banking and Finance from Ateneo de Naga University, skillfully integrating her academic knowledge with practical experience in diverse sectors.
Experience
Real-Time Analyst/Workforce Scheduler
Probe Group Philippines (Stellar Philippines, Inc.) · 2016 — 2025Engaged with management and the operations team to ensure adherence to company standards. Coordinated with various departments to uphold accurate records. Managed the account by effectively allocating resources and supporting staff to address workload demands while maintaining service levels. Contributed to the achievement of monthly KPIs, which is essential for business stability. Compiled daily attendance reports and managed staff schedules to ensure sufficient coverage across all lines of business. Ensured real-time accuracy in forecasts and shrinkage calculations by collating activity data. Strived for consistent service levels on a monthly, daily, and intra-day basis. Conducted Identity Verification tasks including document verification and customer authentication, while analyzing client data through the KYC process to ensure compliance.Customer Service Representative
Sutherland Global Services Philippines Inc. · 2014 — 2016Responded promptly and professionally to incoming customer calls. Addressed customer complaints and provided suitable solutions. Recorded all customer interactions within the CRM system and achieved performance goals pertaining to average handling time, customer satisfaction, and first contact resolution. Elevated complex issues to the management when necessary.Secretary – Project Coordinator (Real Estate)
Primeland Realty & Dev’t. Inc. · 2009 — 2014Oversaw calendar management, scheduled meetings, and coordinated appointments with the project developer. Prepared emails, reports, presentations, and meeting minutes. Maintained organized filing systems for buyer information, contracts, and project-related documents. Managed incoming calls, emails, and inquiries in a professional manner. Coordinated travel arrangements for site visits and managed office supplies while supporting administrative procedures. Assisted in project planning and monitoring updates on real estate development initiatives. Regularly prepared project status reports and followed up on pending documentation.Counter Cashier
Bigg’s Diner · 2009 — 2009Welcomed customers and provided detailed information regarding menu items. Accurately recorded orders and handled various forms of payment, issuing receipts as needed. Communicated clearly with kitchen staff to facilitate timely order preparation while maintaining cleanliness and organization at the cashier area. Addressed customer inquiries and concerns courteously and performed cash drawer reconciliation along with end-of-shift sales reporting.Sales Staff / Data Encoder
Natasha Naga, Easystride Inc. · 2007 — 2008Assisted customers to create an enjoyable shopping experience while efficiently completing sales transactions. Maintained attractive merchandise displays and ensured the store's cleanliness. Managed inventory by restocking products and monitoring levels regularly. Addressed customer inquiries and complaints effectively, while keeping them informed about promotions and new arrivals. Recorded daily sales data and consistently updated inventory records.Data Encoder
Robertson Mall · 2007 — 2007Inputted information into company databases with high accuracy and validated data before submission. Ensured the security of confidential and sensitive company records while maintaining a well-organized digital filing system. Prepared reports and summaries when required.
Skills & Expertise
Education
- Bachelor of Science in Business Administration major in Banking and FinanceAteneo de Naga University
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