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I am a data-driven professional with extensive experience in workforce management and data analysis. I excel at recording, interpreting, and analyzing data, building dashboards with Power BI and Tableau, and translating insights into actionable recommendations for leadership to optimize scheduling, capacity planning, and service levels in fast-paced environments. I enjoy collaborating across teams to prioritize business and information requirements, maintaining data quality, and designing efficient data collection procedures. My goal is to deliver clear, data-informed decisions that improve performance and customer outcomes while communicating complex findings in a friendly, approachable manner.…I am a data-driven professional with extensive experience in workforce management and data analysis. I excel at recording, interpreting, and analyzing data, building dashboards with Power BI and Tableau, and translating insights into actionable recommendations for leadership to optimize scheduling, capacity planning, and service levels in fast-paced environments. I enjoy collaborating across teams to prioritize business and information requirements, maintaining data quality, and designing efficient data collection procedures. My goal is to deliver clear, data-informed decisions that improve performance and customer outcomes while communicating complex findings in a friendly, approachable manner.

Nelson Eseo Gorgonio

Data Analyst, Project Manager, Data Scientist, +2

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I am a data-driven professional with extensive experience in workforce management and data analysis. I excel at recording, interpreting, and analyzing data, building dashboards with Power BI and Tableau, and translating insights into actionable recommendations for leadership to optimize scheduling, capacity planning, and service levels in fast-paced environments. I enjoy collaborating across teams to prioritize business and information requirements, maintaining data quality, and designing efficient data collection procedures. My goal is to deliver clear, data-informed decisions that improve performance and customer outcomes while communicating complex findings in a friendly, approachable manner.…I am a data-driven professional with extensive experience in workforce management and data analysis. I excel at recording, interpreting, and analyzing data, building dashboards with Power BI and Tableau, and translating insights into actionable recommendations for leadership to optimize scheduling, capacity planning, and service levels in fast-paced environments. I enjoy collaborating across teams to prioritize business and information requirements, maintaining data quality, and designing efficient data collection procedures. My goal is to deliver clear, data-informed decisions that improve performance and customer outcomes while communicating complex findings in a friendly, approachable manner.

Available to hire

I am a data-driven professional with extensive experience in workforce management and data analysis. I excel at recording, interpreting, and analyzing data, building dashboards with Power BI and Tableau, and translating insights into actionable recommendations for leadership to optimize scheduling, capacity planning, and service levels in fast-paced environments.

I enjoy collaborating across teams to prioritize business and information requirements, maintaining data quality, and designing efficient data collection procedures. My goal is to deliver clear, data-informed decisions that improve performance and customer outcomes while communicating complex findings in a friendly, approachable manner.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Language

English

Advanced

Work Experience

Workforce Management / Senior Analyst at Flatworld Solutions Philippines

October 1, 2017 - Present

Forecasting and analyzing historical data to estimate future demand; prepare Anticipated Performance Reports based on forecast, headcount requirements, and target AHT. Estimate future contact volume across channels, determine required agents, and manage scheduling. Coordinate flow of operations, assign shifts, ensure service levels, and participate in capacity and resource planning to support upcoming projects.

Workforce Management / Real Time Analyst at Sutherland Global Services

December 1, 2009 - October 1, 2017

Managed call queues, skilling agents in queue, and analyzed call volume, abandon rates, and service levels using historical and forecasted data. Produced historical reports across vertical markets, communicated with clients to meet expectations, and supported managers and supervisors with agent performance references. Created templates to fit account needs.

Technical Support Representative at Sutherland Global Services

September 1, 2008 - December 1, 2009

Delivered problem resolution and customer satisfaction by educating customers about product or service information and adhering to call handling protocols and procedures.