• Successfully migrated four (4) marketplaces from a legacy to a new routing system• Delivered clear and concise verbal and written communications on project requirements, functional and design specification of the product, project roadmap and project status• Partnered with cross-functional teams such as Development Team, Product Team and Business Operations Team in facilitating a detailed discussions and high-level alignment trade-offs and Go or No-Go decisions• Accelerated the… Show more • Successfully migrated four (4) marketplaces from a legacy to a new routing system• Delivered clear and concise verbal and written communications on project requirements, functional and design specification of the product, project roadmap and project status• Partnered with cross-functional teams such as Development Team, Product Team and Business Operations Team in facilitating a detailed discussions and high-level alignment trade-offs and Go or No-Go decisions• Accelerated the program/project progress by driving timely decisions such as launch dates• Coordinated to deliver the technical configurations for the product migration• Facilitated testing sessions on tailored-fit use cases by business per marketplace• Spotted risks and provided mitigations by asking the right questions to the right people• Cleared blockers by escalating appropriately at the right time to the right people• Managed post-launch/migration support plans by creating post-mortem reports and execution of issue/ticket mechanism• Mentored peer to unlock potential growth Show less

• Successfully launched Cebu and Manila sites Workforce Management teams• Managed site level capacity for three (3) vertical businesses of Cebu site• Partnered with local site leadership team of Cebu to understand and deliver the network capacity requirements• Successfully managed the site capacity for three (4) seasonal peaks• Led senior and junior workforce management analysts

• Managed the end-to-end workforce management services for eight (8) programs or accounts• Led the weekly capacity meetings with program directors and operations to executive the staffing requirements and mitigations• Managed the weekly new hire planning for the eight (8) programs or accounts• Led senior and junior workforce management analysts

• Led the Workforce Management team for three (3) sites (Cebu, Dumaguete, and Guyana) for a US-based telecom customer care account for about 6,000 headcounts• Responsible for implementation and execution of Workforce Management particularly headcount planning, scheduling, performance and billing reports• Led the weekly capacity meetings with site leaders for three (3) sites to executive the new hire requirements and scheduling plans• Led senior supervisors, supervisors for the three… Show more • Led the Workforce Management team for three (3) sites (Cebu, Dumaguete, and Guyana) for a US-based telecom customer care account for about 6,000 headcounts• Responsible for implementation and execution of Workforce Management particularly headcount planning, scheduling, performance and billing reports• Led the weekly capacity meetings with site leaders for three (3) sites to executive the new hire requirements and scheduling plans• Led senior supervisors, supervisors for the three (3) sites Show less

Primarily providing Workforce Management services and report analytics for the Shared Services Group of Lexmark Research and Development - CSSC. Key responsibilities include call volume forecasting, capacity planning, scheduling, real-time management, creation of performance reports.

Creating agent schedules all skill groups for Cebu site on a weekly basis to adhere with clients requirements. Analyze the daily delivered hours for the three centers (Qualfon Buenos Aires, Guyana and Cebu). Evaluate the daily staffing adherence variance for the three centers. Real-time monitoring of the staffing adherence per skill of the three centers. AUX adherence over the number of agent staffed monitoring for the three centers. Evaluate the daily… Show more Creating agent schedules all skill groups for Cebu site on a weekly basis to adhere with clients requirements. Analyze the daily delivered hours for the three centers (Qualfon Buenos Aires, Guyana and Cebu). Evaluate the daily staffing adherence variance for the three centers. Real-time monitoring of the staffing adherence per skill of the three centers. AUX adherence over the number of agent staffed monitoring for the three centers. Evaluate the daily productivity-rate-percentage (Occupancy) for the three centers. Analyze the performance indicator reports. Supervises all performance reports sent by the reporting team. Re-evaluate all metrics computed by the reporting team. Show less

Responsible in monitoring the center staffing versus the requirements. Responsible in monitoring the number of Auxiliaries, Hold Time, Talk Time per skill from the total staffed Agents. Sends request for the reset of tool passwords and manages the conference bridge with Clients’ Workforce.

On-the-Job TrainingResponsible for raw CRC (Cold-Rolled-Coil) data management; duties includes data gathering, data encoding, data analysis (i.e., descriptive statistics and inferential statistics), data sorting and discriminating raw CRC.