Ryan P.
Mid-Level Workforce Management Analyst
Open to offersNew to PlatformAbout
Ryan Paul G. is an experienced Workforce Analytics & Operations Specialist with a strong history in the business process outsourcing, telecommunications, marketing, and semiconductor industries. At IQor Philippines, he excelled as a Workforce Management Analyst I, employing real-time analytics, forecasting, and IEX workforce tools to optimize scheduling and meet SLA targets in KPI-driven environments. Previously, Ryan was a Marketing Analyst and Social Media Specialist for UGo Mobility Hawaii, where he analyzed data to steer business growth and managed digital platforms to boost brand engagement. His technical expertise was further developed at NXP Semiconductors Philippines as an RF Test/Product Technician, focusing on SPC, FMEA, and root cause analysis to drive production line improvements. Ryan’s career also includes extensive experience in customer service, escalation management, and back office operations, reflecting a proven capacity to optimize efficiency and enhance customer experience.
Experience
Marketing Analyst | Social Media Specialist | Customer Service Representative
UGo Mobility Hawaii · 2025 — 2026Analyzed marketing and customer data to support business growth strategies while managing social media platforms to enhance engagement and brand visibility. Provided high-quality customer support, contributing to customer satisfaction and retention.Workforce Management Analyst I
IQor Philippines · 2023 — 2025Produced intraday and historical reports for performance trend monitoring and oversaw real-time queue performance to consistently meet SLA targets. Conducted forecasting and staffing analysis to enhance workforce efficiency, utilizing IEX workforce tools for scheduling and operational planning.Back Office Representative
IQor Philippines · 2017 — 2023Supported backend operations while ensuring high accuracy and compliance. Focused on improving workflow efficiency and process reliability.Technical Support Representative
STARTEK Philippines · 2015 — 2017Resolved telecom technical issues, including billing concerns and device troubleshooting, while maintaining high levels of customer satisfaction and first call resolution rates.Sales Representative
Hinduja Global Solutions (HGS) · 2013 — 2015Achieved sales targets consistently by implementing effective communication strategies.Senior Service Representative – Escalation Desk
TeleTech Customer Service Management Inc. · 2011 — 2012Handled highly escalated customer issues that necessitated advanced decision-making while balancing customer satisfaction with company policies and risk management. Offered coaching feedback and performance insights to team leaders.Customer Service Representative
TeleTech Customer Service Management Inc. · 2008 — 2011Provided high-volume inbound support for international telecom clients, consistently meeting quality, productivity, and customer satisfaction metrics.RF Test / Product Technician (Sustaining & Process)
NXP Semiconductors Philippines Inc. (formerly Philips Semiconductors) · 2004 — 2008Led production line optimization for test equipment and processes, conducted SPC, FMEA, and 8D analysis to enhance quality and yield. Implemented root cause analysis and process improvements to reduce defects and analyzed OQA/Gate rejections for corrective actions and quality targets.
Skills & Expertise
Education
- Bachelor of Science in Electronics and Communications EngineeringCentral Philippine University · 1998 — 2003
- Secondary EducationIloilo National High School · 1994 — 1998
- Primary EducationWest Visayas State University · 1988 — 1994
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