JETHRO GALANG
Singapore
Summary
To secure a position that would further enhance my personal and professional skills essential for career growth and be an asset of the company. Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities.
Overview
17
17
years of professional experience
Work History
Senior Workforce Analyst
Dairy Farm Group
10.2018 - Current
- Provided insightful reporting on key workforce metrics, enabling informed decision-making by senior leadership.
- Led cross-functional teams in the execution of process improvement projects, resulting in increased operational effectiveness.
- Reduced operational costs through thorough data analysis and implementing cost-effective solutions.
- Assisted in building operations labour budget to ensure productivity and profitability.
- Served as a subject matter expert on workforce analytics best practices, regularly consulting with internal stakeholders to optimize their usage of available data sources.
Workforce Analyst
Dairy Farm Group
10.2018 - 08.2023
- Worked with management to develop strategic and tactical plans to meet different requirements..
- Enabled better decision-making through the creation of custom dashboards and data visualization tools for management use.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Worked with management to develop strategic and tactical plans to meet different requirements.
Assistant Store Manager
Guardian Health & Beauty
03.2017 - 10.2018
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
RETAIL EXECUTIVE
Guardian Health and Beauty
03.2013 - 03.2017
- Ensures store housekeeping and merchandising standards are achieved
- Prepares shelf planogram for all categories in new stores and re-modelled stores
- Set-up proper inventory control on merchandising fixtures and merchandising aids
- Conducts merchandising training to new and existing employees
- Provides excellent face-to-face customer service to customers so that customers needs are met
- Assists in ordering / maintaining / monitoring of stocks and inventory control
- Carry out promotional activities to drive sales
- Performs cashiering duties
- Comply with all operational standards
- Prepares all the reports needed.
RETAIL SALES ASSOCIATE
Link Millennium Pte Ltd.
08.2011 - 08.2012
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
WORKFORE ANALYST
TELUS International Philippines
10.2008 - 03.2011
- Obtain information by communicating with clients through phone and email
- Works on various databases and responsible for researching, adding, parsing, storing and updating abundant financial information useful for Investors
- Ensuring that relevant information is maintained and delivered in an accurate and timely manner
- Keep abreast of daily activity to ensure our information is timely and complete
- Seek efficiency in work practices to achieve automation
- Document policies, procedures and work processes
- Proficiently handles customers' inquiries on products, sales promotions and key business processes leaving a good and satisfactory customer service experience
- Responsible for keeping the records of promotions, sales and policies related to interactions and payment
- Open and close cash registers
- Watch for and recognize security risks and thefts, and know how to prevent or handle these situations
- Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activities
- Performs real-time monitoring of center performance, observing and responding to performance-impacting occurrences, entering exceptions, deploying staff, documenting special situations, executing escalation processes and assuring real-time support to call center staff
- Alerts management of the need to adjust staffing and recruits for overtime
- Act as the central point of contact for all inquiries from operations to clients onshore
- Assure the timely dissemination of reports and information
- Updates CMS agent groups and split/skill lists
- Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team
- Serves as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement
- Assists management in the implementation of action plans and initiatives that pertain to real-time management
- Monitors ACD queue statistics and contact traffic, deploying staff as needed
- Completes special projects as required
- Collates data and prepare reports for operations in daily, monthly and quarterly manner.
CUSTOMER SERVICE ASSOCIATE (Dell Financial Services SMB)
TELUS International Philippines
02.2008 - 10.2008
- Responsible for handling customer inquiries on products and services offered by Dell Financial
- Discloses terms and conditions to new customers
- Processes customer’s request for change of billing address and billing cycle
- Handles payment disputes and offer resolutions
- Sets up auto pay for customers and paperless statements
- Assists customers in processing payment and address all concerns regarding customer’s account
- Assists sales agents to release orders place under Dell financial account
- Manually reviews customer’s credit standing base on credit bureaus.
CUSTOMER SERVICE ASSOCIATE (Dell SMB Customer Care)
TELUS International Philippines
07.2007 - 02.2008
- Responsible for handling customer inquiries on products and services offered by Dell Financial
- Discloses terms and conditions to new customers
- Processes customer’s request for change of billing address and billing cycle
- Handles payment disputes and offer resolutions
- Sets up auto pay for customers and paperless statements
- Assists customers in processing payment and address all concerns regarding customer’s account
- Assists sales agents to release orders place under Dell financial account
- Manually reviews customer’s credit standing base on credit bureaus.
Education
Bachelor in Applied Statistics -
Polytechnic University of the Philippines
01.2007
High School Diploma -
St. James School
01.2002
Elementary -
Fausto Gonzales Sioco Memorial School
01.1998
Skills
- Scheduling Optimization
- Operations Management
- Cost Analysis
- Demand forecasting
- Staffing requirements
- Advanced Data Analysis
- Staffing Analysis
- Data Collection & Research
Timeline
Senior Workforce Analyst
Dairy Farm Group
10.2018 - Current
Workforce Analyst
Dairy Farm Group
10.2018 - 08.2023
Assistant Store Manager
Guardian Health & Beauty
03.2017 - 10.2018
RETAIL EXECUTIVE
Guardian Health and Beauty
03.2013 - 03.2017
RETAIL SALES ASSOCIATE
Link Millennium Pte Ltd.
08.2011 - 08.2012
WORKFORE ANALYST
TELUS International Philippines
10.2008 - 03.2011
CUSTOMER SERVICE ASSOCIATE (Dell Financial Services SMB)
TELUS International Philippines
02.2008 - 10.2008
CUSTOMER SERVICE ASSOCIATE (Dell SMB Customer Care)
TELUS International Philippines
07.2007 - 02.2008
Bachelor in Applied Statistics -
Polytechnic University of the Philippines
High School Diploma -
St. James School
Elementary -
Fausto Gonzales Sioco Memorial School
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