Mark
Data-Driven WFM Real-Time Analyst & Operations Lead | Significant Years Exp. | A
Verified
Overview
Looking for full-time work (8 hours/day)
at $5.82/hour ($1,120.00/month)
High school diploma
Last Active
June 24th, 2026 (2 days ago)
Member Since
June 10th, 2025
Profile Description
Are you looking for an operational powerhouse who can balance real-time workforce management with high-level team leadership? With significant years of experience supporting US-based fintech and technical platforms, I specialize in keeping operations running smoothly, efficiently, and on target.
As a WFM Real-Time Analyst and Operations Lead, I don't just monitor queues, I build the systems that optimize them. From managing real-time adherence and staffing optimization to automating complex Weekly and Bi-weekly Business Reviews (WBR/BBR), I turn raw data into actionable insights for leadership.
Core Expertise:
- Workforce Management & RTA: Expert in monitoring service levels, optimizing schedules, and adjusting intraday staffing using tools like AT&T/Five9 Community and Zendesk.
- Data Automation & Visualization: Advanced proficiency in Google Sheets (formulas/automation) and dynamic KPI dashboarding for trend analysis and reporting.
- Operations Leadership: Extensive background in handling complex escalations, root-cause analysis, coaching, and optimizing SOPs to reduce resolution times.
- Creative & Visual Documentation: Skilled in Canva for processing images and creating clear, engaging visual technical documentation and presentations.
Technical Toolkit:
- CRM & Ticketing: Zendesk, Salesforce, Talkdesk, Zoho, Mission Control
- Productivity & Reporting: Google Workspace (Expert Sheets), Looker Studio, Microsoft Office Suite
- Innovation & Design: AI-Assisted Case Handling, Canva, Notion, Slack
I thrive in fast-paced environments where proactive problem-solving and clear, professional communication are essential. Whether you need someone to manage intraday staffing, build automated reporting trackers from scratch, or ensure your customer operations hit their KPIs, I have the technical skills and leadership background to deliver from day one.
Let's connect to discuss how I can help streamline your operations and elevate your team's performance.
Top Skills
Office and Administration » Google Sheets
Experience: 5 - 10 years
Highly skilled in building and maintaining automated trackers for KPIs, audits, and workload monitoring. Advanced ability to perform deep-dive trend analysis and report operational flow to stakeholders.
Customer Support » Customer Service
Experience: 5 - 10 years
Significant years of experience delivering high-tier support across voice, chat, and email channels. Expert at resolving complex inquiries related to fintech, logistics, and technical products with high accuracy.
Office and Administration » Team Leadership
Experience: 2 - 5 years
Proven leadership in directing customer operations teams for US-based fintech platforms. Strong focus on coaching team members in communication standards, productivity, and proactive problem-solving.
Other Skills
Marketing » CRM » Salesforce
Experience: Less than 6 months
Proficient in navigating standard CRM platforms to track customer cases and prevent escalations. Skilled in utilizing ticketing workflows to ensure all inquiries are logged and resolved according to SOPs.
Human Resources » Workforce Management
Experience: Less than 6 months
Transitioned into a specialized Real-Time Analyst (RTA) role in 2026 to focus on intraday staffing and adherence. Experienced in managing day-to-day customer care operations and optimizing team performance.
Design » Graphic Design » Canva
Experience: 2 - 5 years
Fair experience in image processing and editing to enhance technical documentation and SOP visuals. Capable of creating clear, professional visual assets for team presentations and stakeholder reports.
Marketing » Marketing Analytics » Looker Studio
Experience: Less than 6 months
Fair knowledge in developing visual data reports to track performance trends and headcount metrics. Ability to transform raw data from Google Sheets into dynamic dashboards for business reviews.
Basic Information
- Age
- 37
- Gender
- Male
- Website
- Sign Up with Pro Account to View
- Address
- Dumaguete City, Negros Oriental
- Tests Taken
- IQ
- Score: 138
- DISC
- Dominance: 54
- Influence: 10
- Steadiness: 19
- Compliance: 17
- English
- C2(Advanced/Mastery)
- Government ID
- Sign Up with Pro Account to View
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