Myra Cabujat

Experience

• 

  The Philippine Online Chronicles

  Jun 2011 - Dec 2011

  In-house News Writer
• 

  Center for Media Freedom and Responsibility

  Mar 2012 - May 2012

  Intern
• 

  TeleTech

  Sept 2012 - Mar 2017

  - Partnered with external clients and internal operations to build staffing projections based on client targets and historical call arrival patterns.- Ensured that schedule shells will fulfill the service level agreements (SLAs) specified by the program. - Monitored real-time volume arrival and service level attainment.- Checked agents’ schedule compliance / adherence to make sure that program SLAs are achieved as planned.- Provided real-time and post-mortem reports to operations.- Served as middleman between internal operations and external clients during system downtime. - Served as next level of support for all client processes, providing assistance to frontline agents on customer issues. - Facilitated leader-led training sessions among frontline agents, focusing on product updates and refresher training on critical client processes.- Rolled out monthly proficiency quizzes among operations teams and sent out completion reports to gauge product knowledge retention.

  • Workforce Management - Senior Planning Specialist

    Jul 2016 - Mar 2017

  • Workforce Management - Real-time Specialist

    Mar 2014 - Jun 2016

  • Subject Matter Expert

    Dec 2013 - Mar 2014

  • Interim Proficiency Coach

    Oct 2013 - Dec 2013

  • Customer Service Associate

    Sept 2012 - Oct 2013
• 

  TELUS International Philippines

  Apr 2017 - Feb 2022

  - Created reports, dashboards, and business review presentations in aid of Operations Leaders’ decision making.- Conducted various deep dives and data trends on operations performance, using Lean Six Sigma methodologies as guide, to come up with performance improvement recommendations. - Worked with WFM and Operations Leaders to ensure that staffing plans are carried out as intended.- Built, optimized, and standardized workforce management reporting to provide productivity insights to operations.

  • Business Analyst

    Jan 2018 - Feb 2022

  • Real Time Analyst

    Apr 2017 - Dec 2017
• 

  TaskUs

  Mar 2022 - Sept 2022

  Business Insights Analyst

  - Took charge of data mining / clean-up and dashboard creation for Operations.- Worked on data analysis requests for Operations, specific to deep dives on productivity and customer experience metrics (e.g.CSAT, productivity per hour).

• 

  TELUS International Philippines

  Sept 2022 - Jan 2025

  Customer Solutions Manager

  - Owned processes and procedures specific to client-mandated compliance pieces and data-driven analytics.- Standardized reporting and scorecard management for better business insights development.- Partnered with cross-functional teams to provide holistic performance improvement recommendations tailor-fit to the needs to the program.- Led a team of individual contributors that provided operations support through product readiness, system access controls, and customer account protection.- Served as program POC for process escalations, providing assistance to Operations on customer concerns prior to client intervention. Show less

• 

  TaskUs

  Jan 2025 - now

  Business Insights Manager

  - Leads a team of analysts in providing insights and solutions based on empirical data.- Partners with cross-functional teams to align data analytics with broader company objectives.