Overview
Looking for full-time work (8 hours/day)
at $4.73/hour ($909.09/month)
Associates degree
Last Active
June 26th, 2026 (2 days ago)
Member Since
April 21st, 2024
Profile Description
Experienced Workforce Management professional with progressive roles in Real-Time Monitoring, Scheduling, Traffic Analysis, and Workforce Planning within a high-volume BPO environment. Currently working as a Workforce Management Planner responsible for capacity planning, and optimizing staffing levels to meet service level targets and operational demands.
Skilled in analyzing historical and real-time data to support staffing decisions, improve efficiency, and maintain service performance. Experienced in coordinating with operations teams to manage intraday fluctuations, scheduling requirements, and workforce optimization strategies.
Early career background in healthcare customer service supporting Anthem Blue Cross Blue Shield, handling eligibility, benefits verification, and claims inquiries. This developed foundational knowledge of U.S. healthcare processes, insurance workflows, and member/provider support.
Highly detail-oriented, analytical, and adaptable in fast-paced environments. Seeking remote opportunities in Workforce Management, Capacity Planning, Operations Support, or Administrative/Virtual Assistant roles where I can contribute to process efficiency and data-driven decision-making.
Top Skills
Professional Services » Management Services » Call Center Operations Management
Experience: 5 - 10 years
• Workforce, Real Time Associate July 8, ,2018 – January 5,2020 • Tracked agent adherence and attendance in real time • Provided updates on call volumes and operational performance • Supported daily workforce monitoring activities • Workforce Management Traffic Analyst January 6,2020 – May 23,2021 • Monitored real-time queue performance and staffing conditions • Performed intraday adjustments to meet service level targets • Coordinated with operations teams to address staffing gaps • Workforce Management Scheduler May 24,2021 – October 23,2022 • Created and maintained agent schedules aligned with forecast requirements • Adjusted staffing to optimize coverage and operational efficiency • Ensured adherence to workforce policies and schedule compliance • Workforce Management Planner October 24,2022 – Present • Develop workforce plans based on historical trends and business forecasts • Support operations through staffing analysis and planning recommendations • Collaborate with cross-functional teams to align workforce with demand • Identify risks and propose solutions to maintain service level
Customer Support » Healthcare
Experience: Less than 6 months
• Handled inbound and outbound calls involving eligibility, benefits, and claims inquiries from providers • Verified insurance coverage, plan details, and patient eligibility using • internal payer systems • Assisted providers in understanding claim status, denial reasons, and benefit limitations • Supported interpretation of CPT-based services and coordinated clarification of coverage rules
Project Management » Capacity Planning
Experience: 2 - 5 years
• Develop workforce plans based on historical trends and business forecasts • Support operations through staffing analysis and planning recommendations • Collaborate with cross-functional teams to align workforce with demand • Identify risks and propose solutions to maintain service levels
Other Skills
Office and Administration » Microsoft Excel
Experience: 2 - 5 years
With a capability to create reports from scratch using excel formulas, like VLOOKUP, XLOOKUP, as well pivot tables and basic excel formulas
Customer Support » Insurance » Insurance Verification
Experience: 1 - 2 years
almost 2 years experience in healthcare account, providing members eligibility information and insurance verification
Office and Administration » Tech-Savvy
Experience: 5 - 10 years
studied bachelor of science in information technology, started my career with multiple tools being use in the call center industry as well intermediate knowledge in microsoft (word, powerpoint, excel), tools like chiro touch, eWFM, verint, NICE IEX, NICE Webstation and more
Basic Information
- Age
- 29
- Gender
- Male
- Website
- Sign Up with Pro Account to View
- Address
- Muntinlupa
- Tests Taken
- IQ
- Score: 116
- DISC
- Dominance: 31%
- Influence: 24%
- Steadiness: 33%
- Compliance: 12%
- English
- C2(Advanced/Mastery)
- Government ID
- Sign Up with Pro Account to View
“I have a team of 6 VA's that pretty much do everything for me”
Elishama Jiles
SEE MORE REAL RESULTS
You have successfully pinned this profile! You can manage pinned profiles in your Employer dashboard.
Onlinejobs.ph "ID Proof" indicates if "they are who they say they are".
It DOES NOT indicate skill level.
ID Proof scores are 0 - 99 with 99 being the best. It is calculated based on dozens of data points.
It's intended to help employers know who they're talking to is real, and not a fake identity.