Ayden Tay Chung Ngam
Singapore
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Focused on maintaining optimal coverage and service levels. Over 7+ years of experience in workforce assessment.
Overview
9
9
years of professional experience
Work History
Workforce Management Specialist
FedEx
06.2018 - Current
- Optimized schedules, forecasts and other tools to present to management.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Provide ongoing 12 months outlook with demand and supply requirements to maintain cost to serve
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Prepared and maintained reports, dashboards and monthly packages.
Workforce Management Analyst
TNT
11.2015 - 06.2018
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Managed overtime, shift swaps, breaks and PTO requests.
- Produced and updated documents, reports and tracking spreadsheets using Cisco Unified Contact Center Enterprise Reporting and Calabrio.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Collaborated with managers to identify and address employee relations issues.
Contact Center Agent
Accounting And Corporate Regulatory Authority
10.2014 - 11.2015
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted customers by answering questions and responding to inquiries.
- Educated customers on legal matters, form completion, and access to services.
Education
Bachelor of Science - Logistics And Supply Chain Management
University College Dublin
11.2015
Skills
- Improvement Recommendations
- Resolving Issues
- Corrective Actions
- Business Forecasting
- Workforce Management Tools
- Capacity Planning
- Workforce Scheduling
- Cost Control
Languages
English
Chinese (Mandarin)
Timeline
Workforce Management Specialist
FedEx
06.2018 - Current
Workforce Management Analyst
TNT
11.2015 - 06.2018
Contact Center Agent
Accounting And Corporate Regulatory Authority
10.2014 - 11.2015
Bachelor of Science - Logistics And Supply Chain Management
University College Dublin