Mikhail Christian Opulencia

AREAS OF EXPERTISE Workforce Management Professional

IT Skills
IT Professional

Customer Service PERSONAL SUMMARY

Data Analysis An experienced and results-oriented real-time analyst, IT
Professional who has organizational skills and a good eye for detail.
Programming Experienced in managing the real-time queue, create macro
capable files and reports, thru effective utilization of available
Desktop Support resources to achieve the target goals of the department. Analyze
problems, and come up with approved solutions thru effective file
Office Administration data management — a quick learner who can adapt and blend to
team ideals.
Software and Hardware
troubleshooting
WORK EXPERIENCE
Mobile phone, Tablets and
Electronics Gadgets Software Xerox / Conduent Business Services
Troubleshooting Workforce Real Time Analyst
September 2016 – Present
Music Production

Sound Engineering and APAC Customer Service/Expert Global Solutions

Recording Workforce Real Time Analyst
August 2013 – September 2016

Responsible for monitoring the effectiveness of the forecasts and

PERSONAL SKILLS the execution of the scheduling plan. Responsible for real-time
and/or intraday management of resources to ensure the correct
Excellent Communication number of agents are met along the forecasted volume of incoming
Skills transactions at the desired service level, concurrency, and staffing
percentage requirements.
Assertive

Confident Duties and Responsibilities May Include:

Team Player – Adjust intraday forecasts derived from understood business

drivers to determine required staffing levels by projecting call
Good Listener volumes, call duration, and required staffing levels using current
trends and historical data.
Creative
– Coordinates appropriate staffing allocation and staffing availability
Driven
to achieve metric goals.

PERSONAL DETAILS
Mikhail Christian M.
Opulencia
Silang Cavite
Biga I
Asuncion Subdivision
M: 0998 551 5619
E: mikhailopulencia@gmail.com
DOB: 01/23/1988
– Administers volume contingency action plans as deemed
necessary and appropriate.
– Runs and analyzes reports with the result of making
recommendations for adjusting staffing levels to meet departmental
productivity and profitability goals.
– Facilitates real-time discussions with necessary stakeholders.
– Completes root-cause analysis to determine and quantify reasons
for forecast variance and recommends changes to enhance forecast
accuracy and effectiveness.
Pharmacy Helpdesk
August 2010 –
September 2013

KEY SKILLS AND COMPETENCIES

 Attention to detail & ability to work in a pressurized, time-

sensitive environment
 Experience creating, customizing, and running complex
excel files that deal with real-time and end of day data.
 Checking of supplied data for sense, consistency, and
accuracy
 Open-minded and always willing to learn from others
 Employs software utilities to ease tasks
 Windows/Linux proficient
 Excellent listening and problem-solving skills
 MS Office proficiency
 Multi-instrumentalist
 Self-taught producer and sound engineer
 Advance skills and knowledge on Digital Audio work
stations (Fl studio, Reaper and more)
 Knowledgeable with rooting/jailbreaking mobile
device/electronic gadgets
 Curious

ACADEMIC QUALIFICATIONS

Computer Systems Design and Programming

Ama Computer Learning Center Los Baños Laguna, Philippines
GPA: 2.02
Graduated:2010

Bachelor of Science in Technical Education

Information Technology
Don Bosco Technical College Canlubang
Undergraduate.

Bachelor of Science in Information Technology

Ama Calamba Campus Calamba Laguna, Philippines
Graduated:2019

Templates
 Excel to CMS skilling tool
 Weekly IEX exception tracker
 Makeshift CMS in Excel
 Reports Templates
 Various Macro driven reports/worksheets

MUSIC/ARTICLE PUBLICATIONS

Recordings, original and cover materials:

https://soundcloud.com/wolpithesheep

https://soundcloud.com/southwoods

Articles:

http://www.indiesikat.com