ABOUT ME

Hi there! I’m Lord Leycester T. Sarsagat, a Workforce Supervisor with 19 years of experience in Workforce Management and Customer Service. I specialize in creating actionable KPI reports, managing real-time performance, and optimizing operational efficiency.

Beyond workforce expertise, I’m skilled in graphic design using Canva and Adobe tools, crafting visually appealing designs to enhance branding and communication. I’m passionate about delivering creative and data-driven solutions to support business success.

Let’s work together to achieve your goals!

PERSONAL INFORMATION

Date of Birth: 07 March 1985 Place of Birth: La Paz, Tarlac Civil Status: Married Citizenship: Filipino

GET IN TOUCH

<aside> <img src="/icons/mail_gray.svg" alt="/icons/mail_gray.svg" width="40px" /> [email protected]

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<aside> <img src="/icons/phone-call_gray.svg" alt="/icons/phone-call_gray.svg" width="40px" /> +63 961 312 5568

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SKILLS AND PERSONAL ATTRIBUTES

🌐 Executive Team Leadership

🌐 Advance User of Microsoft Excel

🌐 VBA Macro Programming

🌐 Excellent Attendance Record

🌐 Result Oriented Person

🌐 Can Quickly and Effectively Adapt to Change

🌐 Team Player

🌐 Sales Management

🌐 Ability to multitask, focus and complete reports for extended periods of time

🌐 Strong Verbal Communication

CERTIFICATIONS

<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> LEAP (Leadership Effectiveness Advancement Program)

Training Course, August 2016. Standards set forth by the ESL Training Academy.

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EDUCATION

<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> June 2002 - April 2005 Polytechnic University of the Philippines (Sta. Mesa, Manila) - BS Business Administration Major in Management

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<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> June 1998 - March 2002 San Mateo National High School (Gitnangbayan, San Mateo, Rizal) - Consistent Honor Student

• Member of the Student Council
• Campus Journalist of the School Editorial Organization
• Received Citations for Excellence in English and Journalism

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<aside> <img src="/icons/arrow-right_gray.svg" alt="/icons/arrow-right_gray.svg" width="40px" /> June 1992- March 1998 Ecumenical Christian College (Tarlac City) - Consistent Top-Notch Student

• Received Citations for Excellence in various academic areas

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Hobbies

Playing Basketball

Playing Chess

Watching News

Work Experience

<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> REAL ESTATE VIRTUAL ASSISTANT Pioneer Mortgage Funding Work From Home Setup (Valrico, Florida USA 33594)

August 2022 – March 2024

**- Cold calling

• Using Tools like Calendly, Ring Central , Asana , Avaya and CRM
• Advanced user of Microsoft Excel**

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> **WORKFORCE MANAGEMENT SUPERVISOR Bayview Technologies (Yuchengco Tower, RCBC Plaza, Ayala Makati)

January 2015 – August 2022

• Managing a group of 5 Realtime Analysts and 4 Senior Realtime Analysts.
• Manages Intraday Daily Performance.
• Performs monthly presentation providing performance updates to different stakeholders.
• Facilitates new hire orientation introducing Workforce Management**

**- Responsible for creating accesses and permissions to different systems/tools used in the production floor.

• Work closely with the operations team to analyze and help improve their delivery processes.
• Created and maintained different types of reports such as Key Performance Indicator Report, Attendance File, CSAT, etc...**

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> **WORKFORCE EXECUTIVE Aditya Birla Minacs (Goodland Building, Buendia Makati City)

March 2014 – January 2015**

**- Manages a single program with 6 lobs with a total 155 FTEs

• Monitor attendance of assigned production employees in a timely and accurate manner to established department policies and procedures.
• Maintain the database and update the team roster accordingly.
• Maintain and create daily, weekly, monthly reports.
• Handles intraday management for the whole campaign.
• Responsible for creating payroll files every 15 days which includes disputes and other payroll concerns.
• Creates staff deployment strategies to optimize all possible opportunities and translate it to productivity.
• Manually creates a schedule for every next 14 days.
• Closely working with the Senior Manager in creating client invoice, IB and OB staffing plan and other internal revenue reports.
• Creates monthly agent stack ranking together with monthly incentive reports.**

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> PHILIPPINE COMMAND CENTER ASSOCIATE - SUPERVISOR LEVEL Convergys Corporation (CVG 1 building 6796 Ayala Ave. Cor. Salcedo St. Legaspi Village Makati City)

October 2011 – October 2013

**- Hosts the daily strategy calls to give out directions and recommendations to hit KPI targets.

• Presents previous, current performance and strategies placed across all levels of the organization.
• Manages 3 different programs with inbound and outbound (dialer).
• 1 of the 4 workforce associates who launched and handled the Amex fraud campaign.
• Facilitates New Hire Training for Philippine Command Center.
• Handles all management processes in support of operations to achieve the business objective.
• Analyze and propose necessary changes for process improvement.
• Can work well under minimal supervision.**

**- Analyze and monitor statistical information in a timely manner to ensure proper call allocation goals are met. As necessary, make recommendations to the operations in charge regarding labor utilization, KPI's, etc...

• Professionally provide project specific status information to both operations and client command centers.
• Probing for information about what is driving anomalies and documenting all incidents and ensuring proper notification is forwarded to all pertinent individuals.**

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> GLOBAL WORKFORCE SPECIALIST PRC- ALLORICA (9F Citibank Center, Paseo de Roxas, Makati City)

November 2010 – October 2011

**- Responsible for generating hourly reports (Forecast Variance, Staffing Variance, Service Level, Occupancy, and AHT).

• Accountable for maintaining schedule adherence through real-time monitoring using CMS.
• Ensures that all schedule adjustments/requests are processed accordingly.
• Contact point for report follow-ups and other report concerns of local Workforce in the United States.
• Can work well under minimal supervision.**

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> REPORTING ANALYST Sutherland Global Services (Ninoy Aquino Park 3, San Isidro, Tarlac City)

February 2009 – October 2010

**- Created templates used in calculating major and minor metrics.

• Suthlite reports analyst training. ● Coordinated with clients and program management to ensure report accuracy and timely report generation.
• Provided analysis and recommendation for monthly and quarterly business review.
• Created client/internal dashboards used in preserving historical data. Mentor -Technical Account
• Assisted team members in product knowledge.
• Facilitated enhancement training/refreshers.
• Handled a team with 7 newbie agents. Customer Service Representative - Technical Account
• Received inbound calls and helped customers resolve their issues.**

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> CUSTOMER SERVICE REPRESENTATIVE - FINANCIAL ACCOUNT Sitel Philippines (15TH floor Cybergate Tower 1 Pioneer, Mandaluyong City)

January 2007 – January 2009

● Addressed customer inquiries about their account.

● One of the consistent top agent performers out of 350 agents.

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<aside> <img src="/icons/briefcase_gray.svg" alt="/icons/briefcase_gray.svg" width="40px" /> CUSTOMER SERVICE REPRESENTATIVE - FINANCIAL ACCOUNT PNI-KMPG (32nd floor Raffles Corporate Centre Ortigas Center, Pasig City)

October 2005 – January 2007

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