Argie Badua

Experience

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  Teleperformance

  Oct 2006 - Dec 2008

  Technical Support Representative

  Assists customers through acquired problem-solving skills and following BAU processes and troubleshooting.

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  Softrigger Interactive Inc.

  Mar 2009 - Dec 2009

  PHP Developer

  Develops and maintains several modules ans templates.Conducts testing and deploying multiple websites to testing and production servers.

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  Teleperformance

  Feb 2010 - Nov 2014

  Initiated and developed various Macro-driven templates using Excel & CMS Avaya and web-based tools using PHP, MySQL, HTML, Javascript, etc. for easy generation of reports Responsible for real time monitoring, ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per SLA.Updated and maintained agent information including username & password in all trackers.Prepared Intra-Day, End-of-Day and other Adhoc reports for Client and Operations while ensuring timeliness and accuracy of data.Tasked with planning & scheduling off-phone activities based on Attendance, GOS/SL, Call Volume etc. Show less

  • Workforce Management Reports Developer

    Mar 2014 - Nov 2014

  • Workforce Management Mission Control Analyst

    Dec 2010 - Mar 2014

  • Customer Escalations Team

    Jul 2010 - Dec 2010

  • Technical Support Representative

    Feb 2010 - Jul 2010
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  Conduent

  Mar 2015 - now

  Develops people and aligned team goals to meet client objectives.Manages team of 13-15 Analysts composed of Capacity Planners/Forecasters and Schedulers.Conceptualizes, creates, develops and automates various reporting templates and dashboards. Ensured data integrity for Forecasting and Capacity Planning.Analyzed work volume patterns to determine trends; created all trouble tickets for tool and system outages.Assessed, simulated and acted upon the impact and effect of forecasted volume, planned AHT, planned shrinkage, proposed staffing and other drivers to metrics.

  • Business Analyst Manager

    Jun 2018 - now

  • Workforce Management Planning Supervisor

    Nov 2015 - now

  • Workforce Management Production Control Analyst

    Mar 2015 - Nov 2015