Christian D Marasigan
@christiandmarasigan
Experienced Workforce Analyst specializing in forecasting, scheduling, and real-time operations improvement.
PhilippinesWhat I'm looking for
I am an experienced Workforce Analyst with a strong track record in forecasting, scheduling, and real-time management to optimize operational efficiency.
I have led command center setups for major retail accounts, monitored real-time metrics, and adjusted workforce allocations to consistently meet service level targets.
My background includes producing reports, delivering actionable insights for staffing and process improvements, and collaborating closely with operations and leadership teams for capacity planning.
I am proficient with WFM tools such as IEX, CMS, Avaya, and Genesys, and I focus on data-informed decision making and continuous process enhancement.
Experience
Work history, roles, and key accomplishments
Workforce Management Analyst
Nearsol Philippines
Dec 2021 - Nov 2024 (2 years 11 months)
Led command center setup for a major retail account, optimized staffing through forecasting and real-time adjustments, and delivered reports that improved SLA attainment and operational efficiency.
Real Time Analyst
Optum Global Solutions
Jun 2015 - Dec 2021 (6 years 6 months)
Monitored real-time queues and agent activity to maintain service levels, managed intraday adjustments and skilling, and produced interval and attendance reports to inform staffing decisions.
Customer Service Representative
Teleperformance Philippines
Apr 2013 - Jun 2015 (2 years 2 months)
Handled Australian customer billing and payment inquiries, performed basic troubleshooting and ticket creation for mobile and internet services, and maintained high customer satisfaction.
Customer Service Representative
VXI Global
Jun 2011 - Mar 2013 (1 year 9 months)
Assisted customers with billing and technical issues and recommended and upsold AT&T products and services to meet sales targets.
Customer Service Representative
HSBC
Jun 2009 - May 2011 (1 year 11 months)
Handled credit card billing and account inquiries and offered additional services as part of sales efforts to increase product uptake.
Relay Operator
Stellar Global Solutions
Apr 2008 - May 2009 (1 year 1 month)
Served as a relay operator facilitating communications for deaf and hard-of-hearing callers in the USA, ensuring accurate and timely message relay.
Customer Service Representative
Convergys
Sep 2006 - Mar 2008 (1 year 6 months)
Provided customer service for GM brands including basic vehicle troubleshooting and scheduling dealership appointments to support customer needs.
Education
Degrees, certifications, and relevant coursework
PPPolytechnic University of the Philippines
Bachelor of Arts, History
2003 - 2005
Completed Bachelor of Arts in History at the Polytechnic University of the Philippines from 2003 to 2005.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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