Open to opportunities

Katrene Mabatas

@katrenemabatas

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Workforce management professional optimizing staffing, forecasting, and real-time operations for service teams.

Philippines

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What I'm looking for

I’m seeking a role in workforce management or operations where I can apply forecasting, scheduling, and real-time analytics to improve service levels and efficiency.

I am a workforce management professional with hands-on experience in forecasting, scheduling, and real-time monitoring to ensure service-level performance and operational efficiency.

At Kinetic Education I solely managed end-to-end workforce operations for the tutoring department, collaborating with leadership to balance staffing and demand while implementing process improvements that enhanced service delivery.

At Optum Global Solutions I progressed from customer service roles into a Real-Time Analyst, where I analyzed live data, ensured schedule adherence, and made data-driven decisions to close staffing gaps and optimize team productivity.

I bring strong skills in workforce forecasting, scheduling optimization, Excel-based analysis, leadership, and continuous process improvement, and I’m committed to driving measurable improvements in service and operational metrics.

Experience

Work history, roles, and key accomplishments

Assistant Manager – WFM

Kinetic Education

Jan 2025 - Oct 2025 (9 months)

Solely managed end-to-end workforce operations for the tutoring department including forecasting, scheduling, and real-time monitoring, and implemented process improvements to enhance efficiency and service delivery.

Scheduling Monitoring Data Analysis Reporting Process Improvement

Workforce Management Real-Time Analyst

Optum Global Solutions

Nov 2021 - Jul 2024 (2 years 8 months)

Monitored and managed live workforce activities to maintain service levels, ensured schedule adherence, and made rapid data-driven decisions to address staffing gaps and optimize team productivity.

Monitoring Workforce Management Data Analysis SLA Management performance reporting

Customer Service Representative

Optum Global Solutions

Jul 2019 - Nov 2021 (2 years 4 months)

Handled and resolved customers' medical insurance inquiries via phone, maintained high customer satisfaction, and performed multitasking duties to support service operations.

Customer Service Communication Multitasking Customer Retention

Local Store Marketer

Al Mana Group

Feb 2018 - Oct 2018 (8 months)

Performed local store marketing and administrative tasks to boost sales and guest count, engaged customers, managed complaints, and conducted sales analysis to support store performance.

Retail Marketing Sales Analysis Customer Engagement Complaint Handling Merchandising Multitasking

Customer Service Representative

Convergys

Aug 2016 - Feb 2018 (1 year 6 months)

Explained bill breakdowns, resolved customer issues, and maintained customer satisfaction and loyalty through effective communication and multitasking.

Billing Support Customer Communications Multitasking Customer Satisfaction

Sales Associate

Convergys

Oct 2013 - Jan 2015 (1 year 3 months)

Executed upsell and cross-sell strategies, tracked performance scores, managed surveys, and consistently exceeded sales goals to support revenue targets.

Upselling Cross Selling Survey Management