Open to opportunities

Irene De Guzman

@irenedeguzman

Message

Experienced contact center analyst with a strong background in operations.

Philippines

Message

What I'm looking for

I am looking for a role that challenges me and allows for growth in operations management.

I am a dedicated professional with over a decade of experience in the contact center industry, specializing in planning and operations. My journey began as a Homebased Medical Transcriptionist, where I honed my attention to detail and understanding of medical terminology. This foundation paved the way for my roles at Sykes Asia Inc. and Wells Fargo International Solutions LLC, where I consistently delivered results and improved processes.

In my most recent position as a Contact Center Planning Analyst at Wells Fargo, I successfully monitored daily attendance and adjusted staffing levels to meet operational demands. My proactive approach to scheduling and volume research has significantly enhanced team efficiency. I take pride in my ability to analyze data and make informed decisions that positively impact service delivery and customer satisfaction.

Experience

Work history, roles, and key accomplishments

Contact Center Planning Analyst

Wells Fargo International Solutions LLC

Feb 2022 - Mar 2025 (3 years 1 month)

Monitored daily attendance and adjusted staffing levels and schedules as needed. Scheduled off-phone time through manager discussions and volume research.

Staffing Scheduling Workforce Management Data Analysis Communication

Senior Loan Documentation Processor

Wells Fargo International Solutions LLC

Jun 2015 - Jan 2022 (6 years 7 months)

Keyed customer information from small business loan application forms into the system. Processed applications with pending needs, determining outstanding requirements and resolving them.

Data Entry Loan Processing Documentation Problem Solving

Order Management - Technical Account

Sykes Asia Inc.

May 2013 - May 2015 (2 years)

Ensured order completion by escalating processes that might jeopardize circuit delivery within SLA. Handled customer escalations appropriately to resolution.

Order Management Technical Support SLA Management Customer Service

Homebased Medical Transcriptionist

Upwork

Jan 2008 - Dec 2013 (5 years 11 months)

Transcribed physician's dictated patient medical records, working on various specialization reports requiring knowledge of medical terms and conditions. Proofread reports to ensure accuracy for doctors and patients.

Medical Transcription Medical Terminology Proofreading

Education

Degrees, certifications, and relevant coursework

Diliman Computer Technology Institute-MTC

Medical Transcription Course, Medical Transcription

Completed a college-level course in Medical Transcription. Gained knowledge in transcribing physician's dictated patient medical records and worked on various specialization reports.