Open to opportunities

Philip Salde

@philipsalde

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Workforce analyst with strong operational troubleshooting, scheduling, and data-driven resource planning.

Philippines

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What I'm looking for

I seek operational roles where I can apply workforce planning, intraday monitoring, and data-driven scheduling to improve SLA adherence and team productivity.

I am a workforce analyst with extensive experience in real-time monitoring, staffing optimization, and technical support across contact center environments. I have led intraday and workforce analysis functions, run and interpreted operational reports, and implemented staffing and scheduling recommendations that supported SLA adherence and productivity.

Earlier roles built my troubleshooting and customer-facing skills across chat, cellular, satellite and cable support, where I documented interactions, resolved technical issues, and supported billing and programming inquiries. I combine strong Excel and data-analytics aptitude with clear communication, multiskilling, and a practical focus on operational improvements.

Experience

Work history, roles, and key accomplishments

Dispatcher

Ponce Ground Services

May 2022 - Aug 2025 (3 years 3 months)

Assisted Amazon LTL drivers with tour pickups, routes and schedules, communicating real-time driver status to the Amazon Relay Operation Center.

Dispatching Real Time Tracking Customer Service Problem Solving Microsoft Excel

Workforce Analyst

BroadPath Global Services, Inc.

Apr 2022 - Apr 2023 (1 year)

Determined staff allocation and developed schedules, collected and analyzed performance data to identify issues and produce workforce analysis reports.

Workforce Planning Scheduling Data Analysis Reporting Performance Metrics Excel Resource Allocation Problem Solving

Intraday Analyst

Quantrics Enterprises, Inc.

Feb 2018 - Feb 2022 (4 years)

Ran and analyzed intraday reports to recommend staffing adjustments, monitored agent activities for schedule adherence and productivity improvements.

Data Analysis Workforce Management Excel Performance Monitoring Communication

Real Time Analyst

Stellar Philippines

Jan 2015 - Feb 2018 (3 years 1 month)

Monitored call queues and staffing levels to ensure interval coverage and daily SLA attainment, adjusting resources in real time to meet targets.

Workforce Management Monitoring SLA Management Scheduling Reporting Excel Communication Resource Planning

Technical Support Representative

Teleperformance

Feb 2014 - Oct 2014 (8 months)

Resolved cable TV service issues via telephone, quickly identifying faults and guiding customers through step-by-step troubleshooting procedures.

Technical Support Troubleshooting Cable TV Support Phone Support Communication Multitasking

Technical Support Representative

Teletech

Dec 2013 - Feb 2014 (2 months)

Acted as an information resource for billing, programming and troubleshooting questions, advising customers to maximize value from satellite TV services.