Open to opportunities

Dan August Dalimot

@danaugustdalimot

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Workforce analytics and command center leader specializing in real-time monitoring and capacity-driven optimization.

Philippines

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What I'm looking for

I’m looking for a role where I can lead workforce analytics and real-time operations, turning complex data into capacity plans, SLA performance, and coaching-driven improvements within a collaborative, KPI-focused environment.

I have 20+ years of experience in operations, workforce management, and leadership, with my most recent role as a Command Center Analyst at Citi (2018–2025). I specialize in workforce analytics, capacity management, and data-driven recommendations—performing real-time monitoring, reporting, and interpretation of complex operational data to protect service levels.

Before that, I progressed through multiple workforce and operations roles at Convergys Corporation—from Sales and Service Consultant to Team Leader, Scheduler, and Command Center Associate. Earlier, as an Operations Supervisor at Microsourcing (2012–2013), I led offshore teams, implemented KPIs, coached and reviewed performance, handled escalations with root cause analysis, and drove process improvements to strengthen productivity, quality, and customer experience.

Experience

Work history, roles, and key accomplishments

Command Center Analyst

Citi

Jun 2018 - Jun 2025 (7 years)

Performed real-time workforce monitoring, analytics, and reporting to maintain optimal service levels. Identified capacity and performance issues and provided data-driven recommendations to stakeholders to support WFM best practices and business continuity.

Workforce Management Monitoring Workforce Analytics Capacity Planning Resource Allocation Business Continuity performance reporting

Workforce Scheduler

Convergys Corporation

Dec 2016 - Jun 2018 (1 year 6 months)

Developed and maintained agent schedules aligned to client requirements and operational standards. Managed shift bids, time-off requests, and schedule exceptions while reporting staffing gaps vs. forecasted demand for timely adjustments.

Scheduling Forecast Vs. Staffing Gap Analysis Agent Shift Bidding Reporting Workforce Planning

Command Center Associate

Convergys Corporation

Dec 2013 - Nov 2016 (2 years 11 months)

Monitored multiple call centers to ensure real-time adherence to SLAs and operational standards. Reviewed staffing against intraday trends and call volume changes and recommended actions to improve labor utilization and key performance metrics.

Call Center SLA Monitoring Labor Planning Performance Optimization Reporting Workforce Analytics

Operations Supervisor

Microsourcing

Mar 2012 - Jun 2013 (1 year 3 months)

Led offshore teams to align execution with client KPIs and organizational goals. Drove coaching, attendance and shrinkage management, KPI reporting (AHT, CSAT, SLA, adherence), escalations with root-cause analysis, and process improvements to enhance workflow efficiency and customer experience.

Team Leadership KPIs Attendance & Shrinkage Management Root Cause Analysis Process Improvement Escalation Handling

Team Leader

Convergys Corporation

Jul 2009 - Oct 2011 (2 years 3 months)

Supervised and coached a team of agents to meet and exceed performance targets across AHT, QA, CSAT, and productivity. Managed attendance and real-time service gaps, led huddles and calibration sessions, supported onboarding and escalations, and produced performance reports to drive continuous improvement.

Team Leadership Coaching Performance Management Quality Assurance Escalations Onboarding

Floor Assistant

Convergys Corporation

Jul 2007 - Jul 2009 (2 years)

Monitored intraday performance and schedule adherence while coordinating with the command center to maintain service level targets. Escalated system and operational issues to enable timely resolution and ensure continued SLA performance.

Monitoring Operational Reporting

Sales and Service Consultant

Convergys Corporation

Aug 2005 - Jul 2007 (1 year 11 months)

Handled inbound and outbound customer interactions while delivering high levels of service and customer satisfaction. Consistently met and exceeded sales and service performance targets through effective communication and follow-through.

Customer Service Inbound & Outbound Customer Service Sales Customer Satisfaction Communication Service quality

Marketing Associate

Eperformax

Mar 2004 - Mar 2005 (1 year)

Assisted with marketing campaigns and customer engagement initiatives to support brand visibility. Supported sales and promotional activities and helped coordinate customer-facing efforts to drive outreach.

Marketing Support Customer Engagement Sales Support Sales Promotion Coordination Marketing Operations