RPRaymund carl Perez
@raymundcarlperez
Workforce management specialist with strong WFM, scheduling and Excel template expertise.
PhilippinesWhat I'm looking for
I am a workforce management specialist with a background in customer service and technical support, trained in WFM tools and Excel template creation. I progressed from agent roles into Real Time Analyst and Scheduler positions, consistently delivering top-tier performance metrics.
I have hands-on experience with Aspect eWFM tools, computing WFM metrics, basic troubleshooting of Excel templates, and Microsoft Office applications. I am recognized as a fast learner who aims for top performance and maintains high reliability.
I am career-oriented and open to stepping into roles that leverage my scheduling, real-time analysis, and workforce optimization skills to help teams meet goals and improve operational efficiency.
Experience
Work history, roles, and key accomplishments
Scheduler
TeleTech
Nov 2020 - Nov 2022 (2 years)
Served as a Global Workforce Management Scheduler from 2020-11-01 to 2022-11-30, creating staffing schedules and templates that optimized coverage and improved WFM metrics.
Real Time Analyst
TeleTech
Nov 2018 - Nov 2020 (2 years)
Managed real-time workforce operations and intraday adjustments as a Global Workforce Management Real Time Analyst from 2018-11-01 to 2020-11-30, maintaining high schedule adherence and reliability (98–100%).
Technical Representative
Convergys
Jan 2017 - Dec 2018 (1 year 11 months)
Served as a technical representative handling customer and technical inquiries from 2017 to 2018, resolving issues and escalating complex cases as needed.
Customer Service Representative
TeleTech
Feb 2018 - Nov 2018 (9 months)
Supported the Verizon account as a customer service representative from 2018-02-01 to 2018-11-30, achieving top-performer status in quality and performance metrics.
Assistant
Private Office
Jan 2015 - Dec 2017 (2 years 11 months)
Provided administrative support for a private office in Odiongan, handling clerical duties and office coordination from 2015 to 2017.
Education
Degrees, certifications, and relevant coursework
Romblon State University
Information Technology
2007 - 2011
Completed tertiary studies in Information Technology at Romblon State University from 2007 to 2011.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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