Argie Badua

Argie Badua

Technical Support Representative

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location of Argie BaduaMetro Manila, National Capital Region, Philippines

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  • Timeline

  • About me

    Business Analyst Manager at Conduent

  • Education

    • Asian College of Science And Technology

      2000 - 2003
      Bachelor of Science in Computer Science Information Technology

      College Graduate

    • Divine Word College of Laoag

      1996 - 1998
      Bachelor of Arts in Political Science Political Science and Government
    • Northwestern University (PH)

      1999 - 2000
      Computer Secretarial General Office Occupations and Clerical Services

      Activities and Societies: Ilocos Norte Provincial Scholar

  • Experience

    • Teleperformance

      Oct 2006 - Dec 2008
      Technical Support Representative

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

    • 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.

    • 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
    • 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
  • Licenses & Certifications

    • Six Sigma Green Belt Trained

      Six Sigma PH
      Feb 2016
    • Certified Six Sigma Yellow Belt

      Six Sigma PH
      Dec 2015
  • Honors & Awards

    • Awarded to Argie Badua
      3rd Place : Global Pinoy Hackathon PLDT Global and Smart DevNet Apr 2015
    • Awarded to Argie Badua
      Grand Champion : 1st Accenture Tech Talk and Hackathon Accenture Philippines Apr 2015
    • Awarded to Argie Badua
      Grand Champion : Spark A Smart Change Hackathon SPARK Philippines and Smart DevNet Mar 2015
    • Awarded to Argie Badua
      Best WFM Analyst Maria Eden Magallanes Dec 2013
    • Awarded to Argie Badua
      iBuzz Award (Support) Telstra Small Business Operations (TRIBE) Oct 2012
    • Awarded to Argie Badua
      Real-time Management and Schedule Adherence Neo Samson & Gianni Rodino May 2012
    • Awarded to Argie Badua
      Best in Programming Applications -