IN A NUTSHELL- I HAVE WORKED WITH
- REAL ESTATE AGENTS/INVESTORS
- MEDICARE
- PROFESSIONAL CLEANING
- SEO COMPANIES
- INSURANCE
- MEDICAL WASTE
- PACKAGING AND DISTRIBUTION
- LOGISTICS
- TRAVEL AND LEISURE
- CUSTOMER SERVICE AND BILLING

TOOLS I HAVE USED
- SALESFORCE
- INCONTACT-MAX
- STICKY.IO
- ZENDESK
- LIMELIGHT
- RING CENTRAL
- EVALUAGENT
- SPROUT
- AVERY
- SLACK
- MS TEAMS
- QUICKBOX
- FIRSTMILE
- GOOGLE OFFICE
- MICROSOFT OFFICE
- SHOPIFY

WHAT ELSE CAN I DO:
- Script Improvement
- Train people
- Recruit people
- Data Entry/Mining
- Research
- Workforce Analytics
- Analytics and Statistics
- Leadership and Management

My Name is Royce Danniel Movilla , I have been 8 years total being part with the BPO company. I joined 3 companies that allowed me to learn different skills like Sales Representative, Technical Support, Customer Service, and as a Leader. I cherish and prove all my attributes and skills within those companies that I’ve been with, that serve a lot of people, customers, clients, and colleagues. As a great asset in my previous job, I can humbly say that it was a successful and one of the best experiences. Now I want to further enhance every skill that I have, which I may also apply in your company, and to grow more as an individual. I’m here to apply with your company and sincerely commit to this experience I have, I assure you that whatever is written down in my resume will uphold and expect more that I may capable in your hiring methods.
The reason why I'm qualified in any type of work also is because I'm more experienced in tools like :* Microsoft Office (Excel, Word, and PowerPoint)* CRM, Salesforce, RIO, Pulse, SCTI, CCS Dashboards, Genesys and SharePoint* PhotoShop (basic knowledge)
*Google Meet/ Google Docs
Based on my shared expertise above so I considered myself to be qualified in any other applicant. In any type of work you will give me, I can able to accomplish it completely aside from being an easy-to-learn person I can able to do it perfectly for any type of system, work, and requirements to be done. I believe in an analogy, Work must be like a river to run smoothly across any obstacles. Ideally, no work is easy, why, because we are dealing with people and we are dealing with accurate and aggressive service for everyone so I believe in this analogy that we must flow smoothly like a river. I conclude that considering myself is not bragging but an honest and professional response to being part of this career.

I am a Business Intelligence and Operations Manager with over 10 years of experience helping businesses improve performance through data analytics, workforce management, operational strategy, forecasting, reporting, and automation.

My background spans Customer Experience (CX), E-commerce, Business Process Outsourcing (BPO), Workforce Management (WFM), and Real Estate Operations Support, where I have partnered with leadership teams to drive operational efficiency, improve service delivery, optimize staffing, and provide actionable business insights.

My expertise includes:
• Business Intelligence & Data Analytics
• Workforce Management & Capacity Planning
• Forecasting & Scheduling
• KPI Reporting & Dashboard Development
• AI Automation & Workflow Optimization
• SQL (BigQuery) & Data Analysis
• Reporting & Analytics
• Customer Experience Operations
• Real Estate Operations Support
• Process Improvement & Performance Management

Tools: SQL, BigQuery, Office 365 tools, Google Workspace and tools, Zendesk, Gorgias, Zapier, n8n, ChatGPT, Claude AI, Claude Code, Open AI, Chat GPT, API-based reporting solutions and others.

What I Can Help You With?
Building executive dashboards and KPI reports
Forecasting demand, staffing, and operational requirements
Automating repetitive reporting and business processes
Improving workforce productivity and operational efficiency
Analyzing business performance and identifying growth opportunities
Customer support and CX reporting optimization
Real estate operations reporting, lead tracking, and process management
Creating data-driven strategies that support business growth

I specialize in transforming complex data into clear, strategic recommendations that help businesses make informed decisions, reduce costs, increase productivity, and scale effectively.

Microsoft Office 365 - Excel, Outlook, Etc.
Customer Service Representative - Technical and Sales
Analytical Skills
Workforce Management
Data Entry

Proven Leadership Skill (Managerial Experience)
Advance skills in Excel Sheets (Microsoft or Google), Powerpoint Presentation
Automate most of repetitive task using VBA
Proficient in NICE IEX Tool (for WFM / Scheduling)
Keen to Details and Organized
Proficient in Oral and Written communication
Great in connecting people

A highly skilled Airbnb Specialist with extensive experience in managing property listings, optimizing occupancy rates, and ensuring exceptional guest experiences. Adept at providing top-notch customer service and resolving issues efficiently.

Key Skills:

Airbnb Management: Expert in creating and managing property listings to attract potential guests. Skilled in optimizing pricing and availability to maximize occupancy and revenue. Proficient in coordinating with hosts and guests to ensure smooth check-ins and check-outs.

Customer Service: Proven ability to handle guest inquiries and resolve issues promptly, maintaining high satisfaction levels. Experienced in managing reviews and feedback to enhance the guest experience. Strong communication skills to effectively interact with guests and hosts.

Communication: Excellent interpersonal and communication skills, both written and verbal.

Administrative Support: Efficient in managing booking calendars and coordinating with cleaning and maintenance teams. Capable of handling administrative tasks such as email management, scheduling, and documentation. Proficient in using various tools and software to streamline operations.

Workforce: Scheduling, Planning and Reporting. Optimizing the performance and productivity of a company’s workforce. This role involves strategic planning, scheduling, performance monitoring, and ensuring compliance with labor regulations

Tools and Technologies:

Airbnb platform and management tools
Microsoft Office
Google Workspace
Slack
Scheduling (NICE IEX)

Customer Success Operations and Operations Management professional with 6+ years of experience leading remote teams, optimizing business processes, and improving customer experience across e-commerce, SaaS, and service-based organizations. Certified Six Sigma Green Belt with expertise in workforce management, KPI monitoring, operational reporting, SOP development, team leadership, onboarding, quality assurance, and process improvement. Proven track record of building scalable systems, improving team performance, reducing operational costs, and driving customer retention through data-driven decision-making and cross-functional leadership.

Versatile and detail-oriented professional with extensive experience in Workforce Management, including real-time monitoring, scheduling, capacity planning, and performance analysis. Proven background in data analysis, report automation, and CRM administration, combined with hands-on experience in property and real estate management, insurance operations (property, motor, personal, life, healthcare, title, and commercial), and healthcare billing and claims processing. Known for strong organizational skills, accuracy, and the ability to manage multiple priorities in fast-paced environments while delivering high-quality results.

I am a highly motivated and results-driven professional known for my strong work ethic, exceptional organizational skills, and ability to thrive in both collaborative and independent roles. With a natural passion for continuous improvement, I excel in fast-paced, high-pressure environments that demand focus, adaptability, and precision.
Integrity, reliability, and punctuality are the cornerstones of my professional conduct. I take pride in delivering high-quality outcomes, meeting deadlines, and contributing to the success of the teams I work with. I am now eager to take on a new challenge where I can bring value, grow, and make a meaningful impact.

Design and develop metrics, reports and analyses to drive key business decisions.

Data extraction

Analyzing data and provide call drivers and other important details that may affect the company.

Present data to management

Doing additional admin task

- Staffing, capacity planning and scheduling
- Forecasting and data analysis of operation and staff performance
- Foreseeing the day to day operational challenges and problem solving

14 years of BPO experience
* Knowledge on Basic and Intermediate Excel - Data Anaylst / Manager
* People Skills - Operations Team Lead Experience and Workforce Assistant Manager
* Payroll Specialist - Experience in Quickbooks/ Accounting Software

www.michael sevilla .online

A highly organized and results-driven professional with over 5 years of experience in workforce management, scheduling, and customer support in high-volume BPO environments. I specialize in optimizing agent schedules, aligning workforce plans with service-level goals, and ensuring operational efficiency across global teams.

As a former Workforce Management Team Manager at Quantrics (Bell Canada account), I led a team of schedulers in creating, analyzing, and optimizing workforce plans. My day-to-day work involved close collaboration with Real-Time Management, Operations, and Forecasting teams to deliver accurate schedules and staffing strategies.

Before that, I handled schedule coordination across multiple partners and gained hands-on experience with tools such as NICE, IEX, and Agent Suite. My proficiency in Excel, Google Sheets, and data reporting allowed me to develop effective staffing models and support strategic decision-making.

I also have experience in customer-facing roles, including as a Customer Service Representative and Retention Specialist, where I built strong communication and problem-solving skills—key assets for virtual assistant roles, chat support, or account management.

with 10 years of BPO experience
Strategic Planning
Financial Management
Customer Support
Knowledge in MS Office -Excel, Powerpoint, Word
Good Communication Skill (oral and written)
Admin Work
Research
Analysis
Data Entry
Admin Assistant