Marco Ramos Email & Phone Number

Lisboa, Portugal

- Release of a tracker that allowed for a decrease of unsuccessful move ins - Optimized and standardized the ticket categories globally setting the foundations for process optimization- Implemented a new phone LoB to better support costumers and increase c-sat- Supported implementation of a Collections project allowing a recovery of +20% of delinquency- Developed the forecast for EMEA, NAMER and APAC regions and merged 2 teams to optimize resources while decreasing the costs by 11%

- Sourced for an adequate BPO provider to understand their operating procedures and supported on the contract details- Full BPO roll-out for both EMEA and NAMER- Defined and implemented capacity planning and staffing, both in-house + external- Implemented WFM best practices to control the teams productivity leading to a clear understanding of both behavior and productivity opportunities- Key contributor for a major backlog decrease

Lisboa, Portugal

- Managing a team of Workforce Analyst and Real Time Analyst- Responsible for coordinating and defining the standards for the team's work- Manage the team to develop WFM Planning for the company projects to grant best Scheduling and Staffing Accuracy- Support contractual and pricing negotiations- Support Financial planning teams to ensure alignment on budgeting forecast- Improve the department performance, always looking to make work more efficient and effective- Senior WFM Manager for multiple Nearshore and Offshore accounts- Senior Global WFM Manager for a global logistics brand that supports 200+ countries

Lisboa E Região, Portugal

- Ensure vendors are staffed appropriate to the forecast while identifying opportunities to increase efficiencies and minimize SLA risks. - Calculate the capacity planning and allocation of contact volume and staffing requirements (short and long term) - Provide guidance on headcount requirements and the billable hours needed to achieve acceptable service levels. - Ensure shrinkage and offline activities are planned appropriately in order to maximize utilization targets. - Track volume trends and provide structured plan for improving call forecast. - Manage a team of Real Time Managers.- Vast experience on Sales, Retention, Customer Care and Collections projects.

Lisbon

RTM monitors activities and call center performance with action identification in order to assure the service level goals are met.This is achieved by:- Generating and analyzing in real time the necessary KPI's- Comparing call forecasts with actual results to examine variances, proactively identifying scheduling gaps and offer solutions to close them- Comparing previous results, identify the best practices and replicate them- Provide performance analysis to ensure accurate, timely reporting to support business decisions- Dialer and database management - Strong knowledge on Altitude, CMS Avaya, CCS- Vast experience on Sales, Retention, Customer Care and Collections projects.

Lisbon

Supporting Sales, Loyalty and Retention campaigns my main responsibilities as a 1st Lvl Technical Specialist included:- Data Base Management (Load, Resubmit and Unload) allocated to the various operations and providers- Script Development- Ensure all operational and application changes requested by the customer as well as monitoring and validating them- Direct support to managers of Sale and Retention strands as well as Customer Loyalty , reporting directly to the Service Director- Dial Manager- Internal KPI's review- Weekly reunions with internal and external clients to implement new campaigns or solutions

Lisbon

Ensure safe and constant evolution of employees under my responsibility aiming to achieve the targets set by the company. Responsible for outbound sales and customer loyalty campaigns , both in fixed and non-fixed segments.Also assumed the portfolio of Dunning campaigns and the respective BKO.My main responsibility as an OP was to manage effectively and efficiently an operation with about 120 FTE's through report analysis, calls auditioning, constant refreshes about the campaigns and weekly reunions with the supervisors team as well as with the in house client.KPI and SLA analysis.

Lisbon

Aiming at the constant improvement in the quality of services provided to customers ,the main responsability was to remote and side-by-side assess the quality level of the information that was being given to the client.Daily feedback reunions with the assistants giving letting them know their strengths and areas of improvement .

Lisbon

Outbound contacts within sales campaigns to residential customers in order to promote new internet access solutions.Outbound contacts for customers in a prestigious financial institution, encouraging the activation of credit cards previously sent .Inbound assistant of a consumer credit line having as responsibility the initial simulation and sending the contractual conditions by letter.