I am a workforce management and operations professional with extensive experience in forecasting, capacity planning, and account management. I have worked across BPO and technical support environments, supporting global accounts and handling multiple teams and locations.
I have led workforce planning efforts that include interval forecasting, capacity analysis, and financial and revenue considerations for accounts. I am comfortable working directly with clients to discuss staffing needs, operational performance, and service delivery improvements.
My background also includes helpdesk and technical support leadership, where I managed escalations, supported Tier 2 coordination, and worked with both software and hardware issues. I have experience in store technology environments involving POS systems, networking devices, printers, servers, and desktop support.
In addition to operations and technical support, I have developed strong administrative capabilities such as calendar management, email management, documentation, transcription, file organization, and data entry. I value structure, efficiency, and clear communication in day-to-day work.
I have completed a Bachelor of Science in Information Technology and have also pursued training in Six Sigma Yellow Belt, LEAP Training, and leadership development programs. These experiences have strengthened my analytical thinking, process improvement mindset, and ability to adapt to changing business needs.
I am open to roles where I can contribute my experience in workforce management, operations, support, and business process improvement. I am motivated by opportunities that allow me to help teams perform better and deliver consistent results.
I currently serve as Senior Manager at Results Alaska, where I support workforce management and operational leadership responsibilities.
My work includes overseeing planning, coordination, and performance-related activities that help maintain service delivery and account stability.
I worked as Manager at Results Alaska, contributing to workforce and operational oversight.
In this role, I helped manage account needs, planning activities, and team coordination to support business objectives.
I managed workforce operations for multiple accounts and global locations.
My responsibilities included forecast and capacity planning, interval forecasting, handling financial and revenue considerations, and working directly with clients on capacity and forecast discussions.
I also handled multiple accounts simultaneously and supported operations across seven GEO locations.
I supported workforce management functions as Assistant Manager for Workforce.
This role involved assisting with planning, reporting, and operational coordination for accounts under workforce management.
I worked in operations support as Assistant Manager for Operations.
My responsibilities included helping ensure smooth day-to-day operations and supporting business process execution.
I managed a helpdesk team supporting store technology and technical issues.
I worked with 15 consultants and handled escalations, including coordination with Tier 2 counterparts in San Diego. I supported issues involving servers, registers, software, hardware, and different applications.
I also served as personal assistant to the Account Manager and supervised a team of 42 headcount when needed.
I provided technical support for McAfee and Comcast-related concerns.
This role strengthened my exposure to technical troubleshooting and customer support in a service environment.
I completed on-the-job training in systems and database management.
This experience gave me practical exposure to information systems and database-related work.
I completed information systems management training at the Municipal Office Office of the Mayor.
This early experience supported my academic and technical foundation in information systems.
Bachelor of Science, Information Technology
I completed a Bachelor of Science in Information Technology at Ateneo de Naga University.
This program provided my academic foundation in IT and related technical disciplines.
Bachelor of Science, Information Technology
I studied Bachelor of Science in Information Technology at Brentwood College of Asia International School.
The resume notes academic recognition during this period.
This professional hasn’t added portfolio projects yet.
This professional hasn’t listed any services yet.