Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Adrianne Puno

Union City

Summary

Dynamic Process Developer with expertise in workforce analytics and staffing optimization at Genpact Services. Proven ability to enhance operational effectiveness through data interpretation and performance monitoring. Skilled in problem-solving and critical thinking, driving improvements in call center metrics and resource allocation. Greenbelt trained, committed to delivering impactful results.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Process Developer - Workforce Management Analyst

Genpact Services
Alabang
06.2018 - 06.2025
  • Analyzed workforce data to optimize scheduling and staffing efficiency.
  • Monitored key performance indicators to improve operational effectiveness.
  • Created reports detailing workforce metrics for management review.
  • Collaborated with department leaders to identify staffing needs and trends.
  • Monitored real-time workforce data to optimize staffing levels and resource allocation.
  • Analyzed call center performance metrics to identify trends and areas for improvement.
  • Analyzed complex data sets to identify trends and provide insights for decision-making.

CSR

Alorica
Makati City
03.2018 - 05.2018
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Resolved customer inquiries through multiple channels including phone and email.

CSR

TeleTech Sta. Rosa
Sta. Rosa
10.2017 - 03.2018
  • Resolved customer inquiries through multiple channels including phone and email.
  • Provided technical support for product-related questions and troubleshooting.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Quality Assurance Analyst

Sutherland Global Services
Carmona
12.2011 - 11.2017
  • Monitored call quality to ensure compliance with company standards.
  • Assessed work performance for each employee within department, providing constructive criticism regarding handling of job tasks.
  • Evaluated agent performance and provided constructive feedback for improvement.

CSR - TSR

Aravato
Quezon
11.2008 - 11.2009
  • Assisted customers with inquiries and provided accurate information.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.

Education

Bachelor of Science - Nursing

University of Perpetual Help System
Binan Laguna - PH
03-2008

Skills

  • Workforce analytics
  • Staffing optimization
  • Reporting tools
  • Performance monitoring
  • Greenbelt Trained and Tested
  • Data interpretation
  • Problem solving
  • Attention to detail
  • Critical thinking
  • Lean six sigma

Certification

  • Lean Six Sigma Certified
  • Greenbelt Trained and Tested

Timeline

Process Developer - Workforce Management Analyst

Genpact Services
06.2018 - 06.2025

CSR

Alorica
03.2018 - 05.2018

CSR

TeleTech Sta. Rosa
10.2017 - 03.2018

Quality Assurance Analyst

Sutherland Global Services
12.2011 - 11.2017

CSR - TSR

Aravato
11.2008 - 11.2009

Bachelor of Science - Nursing

University of Perpetual Help System

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Adrianne Puno