Job Search Status
Open to workDesired start date: 2 weeks notice
Open To Work
Vincent John De Castro
Las Vegas,NV
Work Preference
Summary
Workforce management professional specializing in optimizing staffing levels and resource allocation. Demonstrated success in analyzing performance metrics to improve operational efficiency and team productivity. Expertise in collaborating with team leaders to align strategies with volume forecasts.
Overview
19
19
years of professional experience
Work History
Senior Intraday Team Lead
Bark Inc.
New York, New York
11.2019 - 03.2026
- Monitored real-time workforce data to optimize staffing levels and resource allocation.
- Analyzed intraday performance metrics to identify trends and address potential issues.
- Collaborated with team leaders to optimize schedules based on call volume forecasts.
- Utilized workforce management software to track agent availability and adherence.
- Provided insights on operational efficiency through data analysis and reporting.
- Resolved discrepancies between forecasted and actual call volumes promptly.
- Developed strategies for managing workload effectively during peak hours to meet demand.
- Trained new staff on intraday management and scheduling processes.
Customer Service Lead – Telstra Whole of Business
Telstra International Philippines Inc.
Cebu City, Philippines
09.2014 - 06.2019
- Guided team to achieve project goals and meet deadlines, enhancing overall performance.
- Provided leadership and guidance, ensuring timely completion of tasks with high quality.
- Monitored performance metrics and delivered feedback, improving team effectiveness.
- Implemented process improvements, boosting overall team productivity.
- Streamlined daily operations to ensure efficient workflow processes.
- Facilitated team meetings to assess progress and address challenges.
- Trained new employees on company policies and best practices.
- Collaborated with management to align team objectives with company goals.
Team Lead – Telstra Small Business
Teleperformance
Cebu City, Philippines
01.2013 - 08.2014
Coach (Supervisor) – eBay AU
ePerformax Contact Centers & BPO
Cebu City, Philippines
09.2009 - 01.2012
Technical Support Representative – Matrix ACS Core (Dell)
eTelecare Global Solutions
Cebu City, Philippines
10.2006 - 04.2007
- Resolved customer inquiries and issues promptly, enhancing overall satisfaction.
- Managed customer accounts, maintaining accurate information to support seamless service.
- Collaborated with team members to improve service quality through effective communication.
- Utilized customer service software for effective logging of interactions.
- Educated customers on product features and services to enhance understanding.
- Processed orders and tracked shipments efficiently to meet strict deadlines.
Education
Bachelor of Science - Business Administration
University of San Carlos
Cebu City, Philippines01-2006
Secondary Education -
University of San Carlos
Cebu City, Philippines01-2000
Primary Education -
Cebu Normal University
Cebu City, Philippines01-1996
Skills
- Workforce management
- Scheduling optimization
- Performance monitoring
- Forecasting techniques
- Performance metrics
- Data analysis
- Resource allocation
- Team leadership
- Customer relationship management
References
- Amy Mills, BarkBox – Senior Workforce Manager, Amills1120@gmail.com, +1, 614-805-1938
- Megan Tiffany Grupo, Virtual Assistant, megantiffanygrupo@gmail.com, +63, 906-522-8559
- Kristin Diane Antique, Customer Service Lead – Telstra Whole of Business, Telstra International Philippines Inc., kristindiane.antique@team.telstra.com, +63, 917-773-3507
Mobile
+1, 7029347023
Timeline
Senior Intraday Team Lead
Bark Inc.
11.2019 - 03.2026
Customer Service Lead – Telstra Whole of Business
Telstra International Philippines Inc.
09.2014 - 06.2019
Team Lead – Telstra Small Business
Teleperformance
01.2013 - 08.2014
Coach (Supervisor) – eBay AU
ePerformax Contact Centers & BPO
09.2009 - 01.2012
Technical Support Representative – Matrix ACS Core (Dell)
eTelecare Global Solutions
10.2006 - 04.2007
Bachelor of Science - Business Administration
University of San Carlos
Secondary Education -
University of San Carlos
Primary Education -
Cebu Normal University