Bullet Buentipo
@lizettebuentipo
Dedicated workforce analyst focused on optimizing customer service operations.
What I'm looking for
I am a seasoned Workforce Analyst with a strong background in optimizing call center operations and enhancing customer experience. My career spans several years in workforce management, where I have consistently met and exceeded productivity goals while maintaining high levels of professionalism and efficiency. I pride myself on my ability to analyze call volume trends and provide actionable insights that drive operational success.
Throughout my career, I have developed a robust skill set in real-time monitoring, scheduling, and forecasting, which has allowed me to effectively manage workforce demands and improve service levels. My experience includes roles at leading companies where I have successfully led initiatives to streamline processes and enhance team performance. I am passionate about using my expertise to contribute to a dynamic team that values innovation and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Senior Workforce Analyst
Rocket Station
Aug 2022 - May 2025 (2 years 9 months)
Monitored call volume demand in real time and flexed workforce accordingly to ensure optimal call center service levels and maximize utilization. Managed and adjusted call routing for unusual call patterns and updated schedules to reflect current staffing availability, breaks, and paid time off.
Senior Workforce Traffic Analyst
Everise BGC
Feb 2021 - Aug 2022 (1 year 6 months)
Acted as the primary escalation point for Intraday Analysts regarding Service Level misses and operational challenges, providing troubleshooting and reporting inquiries. Developed and conducted knowledge transfer sessions for new WFM members, serving as a go-to resource for inquiries from RTAs and Operations.
Workforce Coordinator (Scheduler) Global Command Center
Sitel Philippines Inc. Ortigas
Sep 2019 - Feb 2020 (5 months)
Adopted and communicated global scheduling guidelines, creating and optimizing schedule shells based on interval-level staffing needs and regional labor laws. Developed and maintained a scheduling matrix for each site, ensuring accurate projections and addressing challenges to meet staffing expectations.
Workforce Management Real Time Analyst GCC (Global Command Center)
Sitel Philippines Inc. Ortigas
Jan 2016 - Aug 2019 (3 years 7 months)
Ensured passing service levels by engaging in real-time queue management and acting as the central communication point for events impacting account performance. Processed data for real-time analysis, obtaining quantifiable performance figures to make critical recommendations and address account performance issues.
Technical Support Representative (Toshiba CORE/Paid Technical Support Campaign)
Sitel Philippines Inc. Ortigas
Mar 2014 - Dec 2015 (1 year 9 months)
Provided first call resolution by diagnosing and resolving technical hardware issues, gathering customer information, and analyzing symptoms. Followed standard processes and procedures, staying current with system information and updates to offer alternative solutions and maintain customer satisfaction.
Education
Degrees, certifications, and relevant coursework
San Beda College Manila
Bachelor of Science, Nursing
Studied nursing at the tertiary level, gaining foundational knowledge and skills in healthcare. Developed strong communication and teamwork abilities, along with multitasking capabilities.
Colegio de San Agustin
High School Diploma, General Studies
Completed secondary education, building a strong academic foundation. Engaged in various activities that fostered discipline and early learning skills.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Interested in hiring Bullet?
You can contact Bullet and 90k+ other talented remote workers on Himalayas.
Message BulletFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
