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Mark Lawrence Polidario
Looking for a jobWorkforce Supervisor
GoHighLevel CRM Specialist who consolidated overlapping client workflows into master sequences and retired 8 duplicates.
PhilippinesWorkforce Supervisor at TDCX
Experience
Workforce Supervisor
Oversee workforce operations for 3 accounts (600+ FTE) across email, chat, and phone. Manage 8 Real-Time Analysts and 1 Scheduler, keeping staffing and SLA performance on target.
Workforce ManagementReal time AnalysisSchedulingSLA ManagementTeam Leadership
Workforce Supervisor
Led workforce management for multiple accounts, supervising RTA and scheduling teams. Worked with operations and planning on volume and staffing forecasts, driving continuous-improvement initiatives.
Workforce ManagementReal time AnalysisSchedulingForecastingContinuous Improvement
Workforce Scheduler
Built and maintained agent schedules and adjusted for volume changes with team leads and operations.
SchedulingWorkforce ManagementVolume Control
Workforce Specialist / Senior Workforce Specialist
Managed scheduling, real-time monitoring, and adherence tracking; supported intraday and volume-adjustment decisions. As Senior Specialist, mentored junior analysts on scheduling and adherence processes.
SchedulingReal time MonitoringAgent Adherence TrackingMentorship
GoHighLevel CRM Specialist
Configured GHL CRM accounts for clients across industries, building funnels, pipelines, and workflows for lead generation and follow-up. Set up SMS, email, and voicemail sequences and integrated third-party tools and APIs.
GoHighLevelCRM ConfigurationFunnel BuildingPipeline ManagementWorkflow AutomationSMS MarketingEmail MarketingAPI Integration
L2 Specialist
Handled escalated customer concerns and served as subject matter expert for first-level agents.
Customer SupportEscalation ManagementSubject Matter Expertise
Cruise Specialist
Handled cruise-related customer service and support duties.
Customer Service and Technical Support Representative
Provided customer service and technical support to clients.
GoHighLevel CRM Specialist
Audited 50 live GHL email/SMS workflows, diagnosed duplicate-send causes, consolidated overlapping workflow groups, and migrated 33 email templates. Delivered an audit report with status and test logs.
GoHighLevelWorkflow AuditsAutomationEmail MarketingSMS MarketingTrigger AnalysisTemplate MigrationTesting
Education
Our Lady of Fatima University
Pursued a Bachelor of Science in Information Technology but did not complete the degree.