Obryan Allen
Portmore,St Catherine
Summary
Proficient Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer many years' experience and seeking a dynamic new position. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Workforce Real Time Analyst
IBEX Global
Portmore , St. Catherine
2019.06 - Current
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Developed reports on employee productivity, overtime utilization, and attendance trends.
- Identified opportunities for cost savings through process improvements in workforce management practices.
- Maintained records of employee absences, tardiness, and other time-related issues.
- Participated in meetings with department heads to discuss staff scheduling needs.
- Performed regular audits of timekeeping systems to identify discrepancies or errors.
- Coordinated resources across multiple teams to ensure that labor demands were met in a timely manner.
- Monitored real-time labor performance metrics and identified areas for improvement.
- Tracked progress against established objectives and provided periodic updates as needed.
Customer Service Representative
IBEX Global
Portmore , St. Catherine
2017.03 - 2019.06
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries via phone, email, and chat.
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
Customer Service Representative
Conduent
Portmore , St. Catherine
2016.09 - 2017.02
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
Education
High School Diploma -
St Mary High School
St. Mary2011-06
Skills
- Queue management
- Setting schedules
- Microsoft Excel
- Report Writing
- Maintaining service levels
- Data Analysis
- Verint
Timeline
Workforce Real Time Analyst
IBEX Global
2019.06 - Current
Customer Service Representative
IBEX Global
2017.03 - 2019.06
Customer Service Representative
Conduent
2016.09 - 2017.02
High School Diploma -
St Mary High School
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