lycel donato
@lyceldonato
Workforce Analyst at Focus Services who analyzed staffing needs and service-level trends to support operational efficiency.
PhilippinesWhat I'm looking for
At Focus Services, I managed and analyzed workforce data to support scheduling and operational efficiency. I reported on occupancy, shrinkage, and service-level trends, and used data to forecast staffing needs.
Earlier, I supported agents at Focus Services and helped customers with technical issues at Convergys and Transcom. At Dunhill Auto Group, I managed vehicle inquiries, scheduled appointments, and maintained lead records in VinSolutions.
Experience
Work history, roles, and key accomplishments
Business Development Representative
Dunhill Auto Group
May 2025 - Aug 2026 (1 year 3 months)
Managed inbound and outbound customer inquiries regarding vehicle availability and features. Scheduled appointments and coordinated test drives with prospective buyers, maintaining accurate records in CRM systems.
Workforce Analyst
Focus Services
Mar 2022 - Mar 2025 (3 years)
Managed and analyzed workforce data to optimize scheduling and improve operational efficiency. Reported on trends in occupancy, shrinkage, and service levels, and responded to operations and client queries.
Floor Support
Focus Services
Jun 2018 - Mar 2022 (3 years 9 months)
Assisted agents with difficult customer inquiries and escalations, providing real-time coaching and support. Helped with system or process-related issues faced by agents.
Technical Support Representative
Convergys
Nov 2017 - Apr 2018 (5 months)
Assisted customers with internet, TV, phone, and basic email issues, providing step-by-step instructions to resolve connectivity issues. Set up technician appointments when issues were not resolved over the phone and educated customers on service features.
Order Entry Associate
Convergys
Dec 2015 - Oct 2017 (1 year 10 months)
Assisted sales reps and authorized dealers with customer order entry, verifying and processing customer information. Ensured accuracy in data entry to avoid billing errors and resolved order discrepancies.
Technical Support Representative
Transcom
Aug 2012 - Sep 2015 (3 years 1 month)
Assisted customers with internet, TV, phone, and basic email issues, providing step-by-step instructions to resolve connectivity issues. Set up technician appointments when issues were not resolved over the phone and educated customers on service features.
Education
Degrees, certifications, and relevant coursework
Leon National College of Agriculture
Bachelor of Science, Agriculture
Pursued a Bachelor of Science in Agriculture at Leon National College of Agriculture.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
Job categories
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