Philippe Abugan
Workforce Management Analyst @Hilton Grand Vacations
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WORK HISTORY
Workforce Management Analyst @Hilton Grand Vacations
Las Vegas, NV, US
Advised staff and leadership on department policy and procedure to ensure compliance and efficiency.• Led collaboration efforts to create the workforce training manual for new club workforce members.• Proactively identified department challenges and implemented solutions to improve operational performance.• Provides insightful daily summaries highlighting KPI targets, variances and review of daily activities or trends.• Developed an interactive excel program using SQL and VBA to pull data and information from multiple systems.• Created procedures and processes using Lean Six Sigma for workforce team.• Monitor and analyze workforce performance of company call centers globally through real-time analytics to improve processes and increase club services department profits.• Identify workgroups that are not meeting service-level targets and find solutions to improve underperforming work groups’ service-level agreements(SLA).• Collaborate with management teams in analyzing and interpreting qualitative and quantitative data.• Conduct workforce organizational learning presentations.• Support real-time staffing coverage and operational continuity for a workforce of 370+ employees.
EDUCATION
Arizona State University
Bachelor of Science - BS
University of Nevada Las Vegas Lee Business School
Bachelor of Science in Business Administration
University of Nevada-Las Vegas
Graduate Certificate - Business Administration
ABOUT PHILIPPE ABUGAN
Workforce management and analytics professional specializing in contact center…
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