Summary

PROFESSIONAL

Contact Center Workforce Management

• Continuously seek improvement opportunities at enterprise level, by automation of reports, streamlining business processes, and cost reduction initiatives.
• Data mining to obtain data for analysis to provide recommendations to Workforce Director and Managers.
• Supported Workforce Director and Managers to provide better and improved tools for analysis, forecasting and planning.
• Analysed confidential documents to discover opportunities of improvement.
• IEX TotalView user setup, maintenance and administration.
• Assisted Workforce Managers to lead Time and Attendance Analysts.
• Analysed and provide staffing recommendation to Site Director and Program Manager in order to optimise billable hours whilst achieving KPI targets.

Management

• Senior Report Analyst oversees two other Reports Analysts.
• Supervisor to a team of 6 Security Officers.

Reports development

• Designed and developed advanced self-serve reporting system using Microsoft Access, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, VBA, and SQL databases.
• Reports integration to optimise data retrieval, accuracy and standard.
• Participated as a member of enterprise wide reporting initiative to streamline reporting gateway.

Training

• Trained users to use various computer applications including custom built tools in classroom, one on one and online presentation settings.

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TOOLS

• Windows OS
• Ubuntu/Linux
• QlikView
• Microsoft Office and VBA scripting (expert level)
• OpenOffice
• SharePoint
• SQL scripting
• VBA-Avaya scripting
• LAMP
• Microsoft Visio
• DIA
• SMART and SWOT analysis
• Flowchart

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LANGUAGE

• Fluent in English and Bahasa Indonesia
• Familiar with Malay, Mandarin and Fukienese