Industry:Marine / AquacultureEmployment Period:March 2011 to February 2012 (11 Months)Duties and Responsibilities:Wire-brusher
Cleaning rust removal and steel preparation for painting finishes
Admin Staff
Monitor Man-hour activities for ship blocks, reporting for Accounting and Billing,
Monitor employees’ attendance,
Monitor and report Personal Protective Equipment issuance
Candidate No. 623571
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Patritze Paul
Administrative
Data and Reports Analyst
Data Entry Specialist
Back-Office Administrator
Skills
★★★ Advanced:
Microsoft Excel, IEX, Aspect eWorkforce Management, more
★★ Intermediate:
Computer Repair, Computer Troubleshooting, Remote Computer Repair, Data Encoding, more
Hourly Rate Gauge
Today's value AUD $13.23
$11.76
if $ 1 = PHP 42$14.50
if $ 1 = PHP 30Currency Fluctuation Range
*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.
Employment Preferences
Availability:
Full Time Part Time
Preferred Timezone:
Australian Western Standard Time, Australian Central Standard Time, Australian Eastern Standard Time, New Zealand Daylight Time, Hawaii Standard Time, Alaska Standard Time, US Pacific Standard Time, US Mountain Standard Time, US Central Standard Time, US Eastern Standard Time, UK London
Hourly & Monthly Rate:
(inclusive of service fee)
Part Time: AUD $13.23 per hour or $1146.87 per month
Full Time: AUD $13.23 per hour or $2293.73 per month
*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
Employment History
Wire brusher/Admin Staff
Workforce Assistant Manager
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:February 2012 to January 2025 (155 Months)Duties and Responsibilities:Workforce Assistant Manager
March 31, 2022 to Present
September 1, 2020 to March 30, 2022
May 26, 2019 to August 31, 2020
June 1, 2016 to May 25, 2019
March 2012 to June 2016
March 31, 2022 to Present
- Lead a team of Mission Control (Real-Time/ RTA) analysts, ensuring their performance aligns with defined objectives.
- Serve as the primary Workforce Management (WFM) point of contact for all assigned projects and accounts.
- Coordinate and collaborate with Operations Teams and other departments to maintain a seamless production environment.
- Recommend procedural and operational changes to enhance communication and improve efficiency.
- Uphold confidentiality regarding organizational strategies, objectives, and practices.
- Participate in meetings and functions as required, contributing to team and organizational goals.
- Manage special projects and oversee multiple sites as needed.
September 1, 2020 to March 30, 2022
- Lead a team of Mission Control (Real-Time/RTA) analysts and schedulers, ensuring their performance meets defined objectives.
- Serve as the primary Workforce Management (WFM) point of contact for all assigned projects and accounts.
- Collaborate with Operations Teams and other departments to ensure seamless production environment functionality.
- Propose procedural and operational guideline enhancements to optimize communication and efficiency.
- Safeguard the confidentiality of organizational strategies, objectives, and practices.
- Actively participate in meetings, functions, and contribute to team and organizational initiatives.
- Support and mentor analysts, providing guidance to enhance their skills and responsibilities.
- Manage special projects and take on additional responsibilities as needed.
May 26, 2019 to August 31, 2020
- Plan, create, and communicate schedules for a designated project, ensuring clarity and accuracy.
- Track headcount and conduct capacity planning for the assigned project.
- Forecast headcount, call capacity, and service level (SL) delivery on a regular basis to ensure operational targets are met.
- Identify opportunities to enhance staffing and scheduling efficiency, and provide actionable recommendations to management.
- Perform regular reporting and data management tasks related to scheduling and capacity planning.
June 1, 2016 to May 25, 2019
- Conduct real-time monitoring and track schedule adherence on a 24/7 basis to ensure optimal operational performance.
- Maintain and update employee and team data within the Workforce Management (WFM) software.
- Support Operations Management by providing accurate and timely schedule or staffing information as required.
- Monitor half-hourly call volumes, Average Handle Time (AHT), and staffing requirements, promptly alerting Operations Management of any threshold violations.
- Track, monitor, and report agent schedule adherence and employee occurrences to maintain accountability and operational efficiency.
March 2012 to June 2016
- Served as Tier 1 Service Mentor, guiding new agents in improving their performance.
- Transferred to VIP accounts (Elite and Premium) due to proven expertise and customer handling skills.
- Provided mentorship to Premium account agents, ensuring adherence to service standards.
- Trained in Global Distribution Systems (Sabre and Amadeus) to enhance service delivery for VIP clients.
- Acted as Supervisor POC, assisting the team lead in maintaining key performance metrics such as AHT, CSAT, and QA scores, and sending EOD reports to leadership.
-
Performed CMS monitoring for Elite and Premium accounts, ensuring operational efficiency.
- Monitored agents' AUX usage and productivity, addressing high AHT, validating outbound calls, and identifying unnecessary AUX usage.
- Generated and shared daily AHT reports, absenteeism and tardiness validations, and hourly center updates.
- Managed staffing requirements on a half-hourly interval basis to meet client expectations.
Education History
Field of Study:
Computer Science/Information Technology
Major:
Computer Science
Graduation Date:
August 2009
Located In:
Philippines
License and Certification:
Not Applicable
Skills
★★★ Advanced:
Microsoft Excel, IEX, Aspect eWorkforce Management
★★ Intermediate:
Computer Repair, Computer Troubleshooting, Remote Computer Repair, Data Encoding, Data Entry
Work at Home Capabilities
Internet Bandwidth:
Not Applicable
Working Environment:
Private Room
Speed Test Result:
https://www.speedtest.net/result/17148822065
Internet Type:
Fiber
Hardware Type:
Laptop
Brand Name:
Lenovo
Processor:
12th Gen Intel(R) Core(TM) i5-12450H 2.00 GHz
Operating System:
Windows 11
Patz has 12+ years of professional experience, primarily in the BPO industry, specializing in workforce management and customer service operations. Starting as a Customer Service Representative, they earned several accolades, including the "Sweet Talk Award" for excellent customer engagement. Progressing through roles such as Service Tier Mentor, Mission Control Analyst, and Scheduling Analyst, Patritze has developed a strong expertise in real-time monitoring, capacity planning, and staff management. Currently serving as an Assistant Manager for Workforce Management, Patritze leads a team responsible for performance monitoring and operational efficiency across multiple accounts.
Patz's ability to enhance team performance and ensure operational excellence is evident in their accomplishments:
- Transitioned to elite customer accounts due to exceptional performance.
- Managed staffing requirements and ensured SLA adherence through robust scheduling and adherence strategies.
- Played a pivotal role in procedural and operational improvements within the workforce management domain, ensuring higher team productivity and client satisfaction.
Skill Proficiency + Tech/Software ProficiencyHe possesses advanced skills in workforce management platforms and tools:
- Proficient in Microsoft Office (Excel, Word, Outlook) and workforce management systems (Aspect, IEX).
- Strong analytical and troubleshooting skills for software and hardware systems, complemented by operational insight for internet browsers and Windows OS.
Work Availability / Schedule SpecificsThese skills have been consistently applied to enhance workflow efficiency and reporting accuracy.
He is currently employed and he is available to work after 2 weeks notice
Collaborator - The Predictive Index