I graduated a Bachelor of Science in Nursing, and I have over 10 years of experience in the BPO industry, where I specializing in Workforce Management. I began my career as a customer service representative from 2012 to 2016, where my primary responsibility was ensuring customer satisfaction. From 2016 to 2023, I was promoted from Associate Real-time Analyst to a Senior Real-time Analyst. In this role, I gained skills in data analysis, forecasting and real time management. Most recently, from October 2023 to September 2024, I handle my own tyeam and work as a supervisor. My primary responsibilities include admin task primarily respond to emails, scheduling, validating summiting TKS to payroll, responding to escalations, overseeing the real-time analyst team, attending meetings and strategic planning, and providing coaching and feedback to each member of the team. I am accustomed to working under pressure, meeting tight deadlines, and handling escalations while ensuring smooth operations.