Open to opportunities

rr linde

@rrlinde

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Real-Time Analyst optimizing workforce schedules and WFM systems across NICE, IEX, and CxOne.

Philippines

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What I'm looking for

I’m looking for a role where I can own real-time workforce operations and WFM administration—monitoring performance, handling outages and allocation changes, and building clear reports that operations can act on.

I’ve worked as a Real-Time Analyst and system administrator supporting international accounts, serving as the POC for real-time and system administration concerns.

At NICE and CxOne/IEX platforms, I create and modify reporting and entities, manage multiple lines of business, and troubleshoot system issues while keeping real-time adjustments moving during operations needs.

While supporting UNIFIN, I handled real-time monitoring, outages reporting, and performance reports tied to agent KPIs, plus ongoing maintenance and troubleshooting of WFM system tools.

Earlier at ALORICA, I managed command center operations, supported vendor teams as the POC for user support, helped with IVR scripting for dynamic call routing, and used SQL for database querying and performance reporting.

Experience

Work history, roles, and key accomplishments

Current

Real Time Analyst and Cxone & IEX Administrator

Current

NICE CXONE

Manage multiple line of businesses for international accounts and act as POC for realtime and system administration concerns. Provide multiple reports for operations needs, including overviews, forecast schedules, and real-time adjustments.

NICE IEX Reporting System Administration

Real Time Administrator

UNIFIN

Jan 2021 - Dec 2022 (1 year 11 months)

Managed credit and back office operations for US Credit Line. Performed real-time monitoring, outage reporting, and served as POC for real-time adjustments. Provided detailed performance reports and suggestions for managing agent KPIs.

NICE IEX Salesforce Live9 Monitoring Reporting KPI Management

Real Time Analyst - Operation

ALORICA

Jan 2018 - Dec 2021 (3 years 11 months)

Managed multiple vendors operations team and acted as POC for command center operations. Provided reports for operations needs, including overviews, forecast schedules, and real-time allocation changes. Proficient in IVR scripting and SQL for database querying.

SQL Reporting System Analysis