LCLouiella Cagampang
@louiellacagampang
Detail-oriented workforce analyst optimizing staffing and performance.
PhilippinesWhat I'm looking for
I am a detail-oriented Workforce Analyst with proven experience across scheduling, real-time monitoring, and content moderation for financial, travel, and customer service accounts.
I create and manage agent schedules, monitor adherence, perform intraday staffing adjustments, and analyze historical and real-time data to forecast demand and improve service levels. I have prepared hourly, daily, and monthly performance reports and collaborated with cross-functional teams to balance staffing efficiency and operational goals.
I thrive in fast-paced environments, prioritize accuracy and continuous improvement, and leverage tools like Avaya, NICE IEX, Workday, Salesforce, Zendesk, and MS Excel to drive data-driven decisions that support business outcomes.
Experience
Work history, roles, and key accomplishments
Workforce Scheduler
TaskUs
Jan 2024 - Present (1 year 11 months)
Created and managed agent schedules, monitored real-time adherence, and analyzed historical data for forecasting to optimize staffing and maintain service levels.
Real Time Analyst
TaskUs
Jan 2022 - Jan 2024 (2 years)
Monitored real-time performance, executed intraday staffing adjustments, and prepared hourly, daily, and monthly reports to meet service level targets.
Content Moderator
TaskUs
Jan 2021 - Jan 2022 (1 year)
Provided real-time analysis and operational support for call center workflows, implemented immediate adjustments to maintain productivity and customer satisfaction.
Real Time Analyst
Teleperformance
Jan 2019 - Jan 2021 (2 years)
Conducted real-time call center analysis, performed immediate operational adjustments, and supported leadership to sustain productivity and service goals.
Customer Service Representative
Teleperformance
Jan 2019 - Dec 2019 (11 months)
Assisted customers via email, live chat, and calls by resolving inquiries and billing issues, delivering efficient, customer-focused support.
Education
Degrees, certifications, and relevant coursework
Skill Power Institute
Bachelor of Secondary Education, Secondary Education
2018 - 2019
Completed coursework in Bachelor of Secondary Education with emphasis on pedagogical methods and instructional planning.
Skill Power Institute
Academic Track (Accountancy and Business Management), Accountancy and Business Management
2016 - 2018
Completed academic track in Accountancy and Business Management focusing on foundational accounting and business concepts.
Rockfort Christian Academy
High School Diploma, General Secondary Education
2012 - 2016
Attained High School Diploma with coursework in computer literacy and foundational secondary education subjects.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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