RYAN INALDO PONCESKILLS AND QUALIFICATIONS• Knowledge of Workforce Management Software, AVAYA CMS, /Blue Pumpkin / i360 / IEX / Verint• Thorough knowledge of MS Office• Advanced MS Excel Macro, Userform and Functions• MS Access Database• Workforce end to end (Real Time Monitoring, Scheduling, Capacity Planning)-Video editing (educational/tutorial contents)• Power BI• Tableau• Automation AnywhereWORK EXPERIENCETELETECH CAINTA Reservations Sales and Service RepresentativeJune 17, 2006 – April 20, 2007Service DirectorApril 21, 2007 – July 19, 2009MOTIF LIMITED PHILIPPINE BRANCHTravel Specialist RepresentativeJuly 20, 2009 – December 14, 2010WNS Global ServicesCustomer Service RepresentativeFebruary 14, 2011 – March 26, 2013Reports Analyst (OPS)March 27, 2013 – May 5, 2013Duties and Responsibilities:• Tracks sales conversion, agent documentation rate, update master list and other account related metrics on daily, weekly or monthly basisWorkforceMay 6, 2013 – July 31, 2014 (Executive WFM)August 1, 2014 - September 30, 2015 (Sr Executive WFM)October 1, 2015 – March 31, 2017 (Assistant Manager WFM)April 1, 2017 – June 18, 2017 (Deputy Manager WFM)ConcentrixBusiness AnalystJune 19, 2017 – January 9, 2019 (Deputy Manager Reporting OPS)Duties and Responsibilities:• Create database for storing large quantities of data• Create dashboards / tools for Operations, Quality Analyst, Training and HR Department• Provide feedback and analysis based on current status of each process.WNS Global ServicesGroup Manager WFMJanuary 17, 2019 - October 28, 2021