Daniel Bonifacio Email and Phone Number
County Dublin, Ireland
Daniel Bonifacio's Location
Dublin, County Dublin, Ireland, Ireland
About Daniel Bonifacio
With over 15 years of experience in the Contact Center industry, I have advanced from an agent to a seasoned professional in Workforce Management (WFM). My expertise spans key areas such as Real-Time Analysis, Scheduling, Capacity Planning, and Requests for Proposals (RFPs), allowing me to effectively manage operations across various communication channels, including inbound, outbound, chat, click-to-call, and back-office support.I have worked with diverse clients under various contract models (PayPerHC, PayPerM, PayPerC, PayPerTT, and Blended), which has sharpened my analytical skills and adaptability to dynamic environments. My proficiency in SQL data extraction, Data Analysis, Python-based forecasting, and advanced WFM tools supports my ability to drive data-driven decisions while committed to ensure data integrity in all workforce management processes.I am COPC-certified, a credential that reflects my commitment to applying best practices in workforce management to enhance operational efficiency and service quality. My experience and certifications enable me to lead initiatives that align workforce strategies with business objectives, ensuring optimal resource management and service delivery.I am focused about continuous learning and implementing innovative strategies to meet service level agreements (SLAs) and exceed stakeholder expectations, particularly in complex, multi-channel environments.
Daniel Bonifacio's Current Company Details
Daniel Bonifacio Work Experience Details
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Senior Workforce Management AnalystWorkforce ManagementCounty Dublin, Ireland
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Operations Program Manager - Workforce ManagementStripeDublin, Ie
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Capacity PlannerStripe Jul 2023 - PresentDublin, County Dublin, Ireland
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Resource Planning AnalystShopify Jul 2021 - Jul 2023Dublin, County Dublin, Ireland- Long-term and yearly forecasting of FTEs based on call volumes and projected growth.- Confirmation of forecasts with capacity plans, presented to stakeholders.- Weekly forecasting control and meetings with stakeholders.- Rotation distribution management and creation of hiring requisitions.- Management of SQL data extraction on MODE.- Creation of forecasting and capacity plan support for SB and MP.- Development of Python forecasts using Prophet in Jupyter Notebook or MODE.- Support for ML Regionalization project across Global, EMEA, and APAC regions.- Tracked incidents related to center operations and BPOs that could impact the forecasted hours. -
Resource Planning AnalystKbc Bank Ireland Sep 2018 - Jul 2021Dublin, County Dublin, Ireland- Forecasting for Sales (Mortgage, Day-to-Day, Consumer Finance) and Customer Service.- Annual FTE requests based on call volumes and future growth.- Deployment of daily, weekly, and monthly KPI reports.- Schedule creation and daily communication with stakeholders.- Analysis of recent KPIs to improve scheduling. -
Workforce Management AnalystArvato Jun 2018 - Sep 2018Dublin, County Dublin, Ireland- Conducted multilingual capacity planning and in-depth forecast analysis to optimize resource allocation across diverse markets.- Developed and maintained schedules while rigorously monitoring KPIs to ensure alignment with business objectives.- Organized and analyzed complex data sets, ensuring accuracy and actionable insights for continuous operational improvement.- Interpreted data trends to deliver strategic recommendations, driving informed decision-making and enhancing workforce efficiency. -
Acting Workforce Planning LeadArvato Nov 2017 - Jun 2018Dublin, County Dublin, Ireland- Led capacity planning discussions, ensuring alignment between workforce management (WFM) strategies and client expectations, while effectively representing WFM in key client meetings. - Managed forecasting analysis across multiple clients and vendors, ensuring accurate and timely data to optimize resource allocation and meet service level agreements (SLAs). - Maintained and optimized internal databases and tools, ensuring data accuracy and integrity to support critical workforce management decisions. - Developed and delivered comprehensive reports, providing actionable insights to drive strategic planning and support various WFM processes, including forecasting, scheduling, and real-time management.
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Wfm Planning SpecialistArvato Jan 2016 - Nov 2017Lisbon, Portugal- Multi-channel forecasting and scheduling of FTEs based on call volumes and projected customer demand.- Validation and presentation of staffing models and capacity plans to operational leadership and stakeholders.- Daily and weekly performance reporting and trend analysis to optimize service delivery.- Coordination of staffing adjustments, break optimization, and holiday approvals to align with business KPIs.- Development and implementation of data-driven strategies to enhance service levels and minimize customer wait times.- Collaboration with cross-functional teams for continuous process improvement and operational efficiency.- Administration of ad-hoc reporting and data extraction, ensuring high data integrity across all resource planning outputs.<- Monthly alignment with payroll for control of agents overtime hours.
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Customer Service ExecutiveArvato May 2015 - Jan 2016Lisbon, Lisbon, Portugal- Handled bilingual customer service operations, effectively managing communications in both English and Portuguese, ensuring timely resolution of issues related to reservations, payments, and service discrepancies across diverse markets.- Mediated and resolved conflicts between guests and hotel partners, facilitating clear communication in a multilingual environment to achieve satisfactory outcomes for both parties.- Managed and documented all customer interactions, maintaining accurate records within the company’s CRM system, ensuring data accuracy and integrity to support seamless customer service processes.
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Mainframe Operator InternshipIbm Jan 2015 - Apr 2015Lisbon, Portugal- Monitored and maintained Mainframe Z/OS systems overnight, ensuring smooth operation and timely execution of scheduled tasks.- Troubleshot and resolved small system issues, minimizing downtime and ensuring continuous system availability.- Gained hands-on experience in mainframe operations, contributing to the stability and efficiency of critical business processes. -
Workforce Management AnalystGigashopping.Tv Aug 2014 - Jan 2015Lisbon, Portugal- Managed workforce scheduling for the sales team, ensuring optimal coverage and alignment with business needs to meet sales targets.- Analyzed call volumes and sales forecasts to create accurate and efficient schedules, maximizing productivity and minimizing downtime.- Collaborated with team leaders to adjust schedules in real-time, responding to unexpected changes and maintaining service levels.Monitored attendance and adherence to schedules, providing reports and insights to management for performance optimization.- Supported workforce management processes by maintaining data accuracy in scheduling tools and databases, ensuring reliable resource planning. -
Team LeaderGigashopping.Tv Aug 2014 - Jan 2015Lisbon, Portugal- Led a sales team of 8-12 Advisors, focusing on coaching, motivation, and performance management to consistently achieve and surpass sales targets.- Conducted regular 1-2-1s and team meetings to provide feedback, training, and ensure adherence to sales targets.- Managed daily sales operations, optimizing workflows, and collaborating with management to drive improvements and meet business goals.- Fostered a high-performing sales culture through consistent performance management and development initiatives.- Kept the team informed on new product lines and industry trends, ensuring they were well-equipped to meet customer needs and drive sales.
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Workforce Management AnalystRandstad Jan 2013 - Aug 2013Lisbon, Portugal- RFP proposals analysis based on client specifications and Resource Planning.- Capacity Forecast.- Schedule Creation.- Control of CRM Outbound Calls in Power, Multiple Dialer and Manual.- DB Cleaning and Optimization for Outbound Calls.- Data Integrity- Data Organization, Analysis and Reports extraction.- Contact Center - KPI Control & Analysis.- Track of cost drivers with the Project Management team. -
D2D Technologies SalesmanNokia Siemens Networks Jan 2013 - Aug 2013Leiria, Portugal- Conducted direct sales of TV, internet, and phone services, visiting residential areas to engage potential customers and present tailored solutions.- Developed and executed effective sales pitches, addressing customer needs and highlighting the benefits of our product over the competition.- Consistently met and exceeded sales targets.- Managed the entire sales process from initial contact to closing deals, including handling customer inquiries, objections, and follow-ups. -
Wfm Planning AssistantContax S.A. Feb 2009 - Sep 2009São Paulo, Brazil- Schedule Creation.- Interpret Data, Report and React.- Reports Extraction.- SMS Reports Extraction- Data Organization and Analysis.- Control of CSRs requests.- Call Center KPI Control.- Support to Real-Time Team. -
Real Time AnalystContax S.A. Mar 2008 - Feb 2009São Paulo, Brazil- Control of Real-time Adherence, Daily Shrinkage and Incidents tracking- Control of Intraday Occupancy- EOD Productivity reports- SLA intraday Justification- Daily Meetings
Daniel Bonifacio Skills
Workforce Management
Forecasting
Bpo
Centros De Contato
Controle De Projetos
Scheduling
Data Analysis
Workforce Planning
Pivot Tables
Business Planning
Trend Forecasting
Microsoft Excel
Microsoft Office
Microsoft Word
Tecnologias Avaya
Microsoft Powerpoint
Microsoft Outlook
Atendimento Ao Cliente
Trabalho Em Equipe
Atendimento Ao Client
Aspect Acd
Ewfm
Schedules
Call Center Administration
Avaya Products
Multitasking
Capacity Planning
Staff Planning
Copc
Frequently Asked Questions about Daniel Bonifacio
What company does Daniel Bonifacio work for?
Daniel Bonifacio works for Workforce Management
What is Daniel Bonifacio's role at the current company?
Daniel Bonifacio's current role is Senior Workforce Management Analyst.
What skills is Daniel Bonifacio known for?
Daniel Bonifacio has skills like Workforce Management, Forecasting, Bpo, Centros De Contato, Controle De Projetos, Scheduling, Data Analysis, Workforce Planning, Pivot Tables, Business Planning, Trend Forecasting, Microsoft Excel.
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Daniel Bonifacio
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Daniel Bonifacio
Aiuto Gli Imprenditori A Comprendere Il Fantastico Mondo Delle Commodity E Delle Utility, Con Un Approccio Consulenziale Di Alto Livello.Trieste1fastwebnet.it
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