Manager Support

Objective

Save Cost and Grow the Business

Improve Customer Experience through constant innovation and process improvement without compromising QUALITY

Strengthen existing human resources and build champions that will be best of breed

Create a happy and a healthy working environment

Professional Summary

COPC, Microsoft Advance Expert, Six Sigma Yellow Belt Certified and Green Belt Trained.

15+ years of experience in managing both WFM, MIS and OPERATIONS in a Contact Center-BPO set-up both in the Philippines and Abroad.

A Champion in Site/Project set up, Strategic Planning and Executions. 4 years stint at Telekom Malaysia as a WFM Consultant and Head for Operations. Represented both the Company and Malaysia ranked#1&2 for APAC Region and in the World respectively in competing for the WORLD CONTACT CENTER AWARDS in a WFM category held in Gold Coast, Australia and Las Vegas, USA.

Contact Center Association of Malaysia (CCAM) Gold Awardee for the Best Manager on a Support Team Category.

The “BRAINCHILD” behind EXL’s first ever Command Center with its “State of the Art” Technology that didn’t only saved costs but also gained more clients in the process.

Relevant Experience

Emirates National Bank of Dubai (ENBD) Head of WFM

Dubai, UAE

April 02, 2018 – Present

-Managed both Emirates NBD and Emirates Islamic’s WFM and MIS Team across ALL Channels: Voice (Inbound and Outbound), Emails, Chat, Digital Banking (Face Banking/Video Chat), Interactive Teller Machine, Dialer and Support Queue for the entire 24/7 call center sites

-P&L

-Vendor Management

-1,700 FTE Main + BCP Site

IQVIA (QuintilesIMS Philippines) Associate Director – Head of Operations/WFM

Feb. 2015 – April 2018 (3yrs., 3months)

Manila, Philippines

-Oversee the entire CEGEDIM/OneKey Process across all Regions

-Kick-start OneKey’s overall transition from recruitment down to operations and all WFM strategies

-Oversee and spearheaded the WFM Team integration and Planning

EXL Service Philippines Senior Operations Manager – Head WFM and MIS

Aug. 2012 – Jan. 2015 (2yrs., 6months)

Manila, Philippines

Oversee the entire Workforce Department and MIS Team for the entire Philippine Site (Manila and Cebu)

a)Workforce Management and Capacity/Forecasting Planning Team

b)Analytics Team (MIS)

c)Real Time Floor Management Team

Oversee and Manage the Global WFM Team abroad

Vendor Management

Achievements:

-Improved Processes in terms of reporting and analytics

-Centralized reports and processes within the department across all accounts

-Was able to approved Phase 1 budget for a Command Center project that would serve as the core for linking Manila and Cebu especially during BCP

-Was able to streamline the Invoice process for Aetna

-Was rewarded a level 4 (5 being the highest) performance level for a job well done in less than a year

-One of the key player in winning some new accounts/additional FTE in the Company namely:

a)HIG Provider Service (25 billable FTE)

b)Aetna Cebu Site (200 billable FTE/ Nurses)

c)Prudential Cebu Site (200 billable FTE)

d)AMEX (200 billable FTE)

Telekom Malaysia: VADS Sdn Bhd Senior Operations and Support Manager

Sept. 2010 – Aug. 2012 (2years)

Kuala Lumpur, Malaysia

Oversee the entire Workforce Department and Main Site’s Operations

Managed:

-9 Operations Managers

-70 Team Leaders

-1,300 CSR’s (Main Site alone)

-4 Ops Support Lead

-17 RTFM’s (Teal Time Floor Analysts)

-7 Scheduler + Capacity Planner

-7 Contact Centre Analytics

Services:

-VCC (Video Contact Centre)

-Indonesian and Bangladeshi Queue

-Postpaid

-Prepaid

-Universal Queue

-Mandarin and Tamil Queue

-MBB (Mobile Broadband)

-Premium Team

-Outbound Team

-Technical Team

-CPC Team (Backend)

-Facebook Team

-Blackberry Team

-Call Barring Team

-I-Phone Team

Telekom Malaysia: VADS Sdn Bhd WFM Consultant (Senior Manager Level)

Oct. 2008 – Sept. 2010 (2years)

Kuala Lumpur, Malaysia

Oversee the Entire Workforce Department

a)Workforce Management and Capacity Planning Team

b)Analytics Team

c)Real Time Floor Management Team

Propose and implement appropriate methods for schedules in a timely manner that ensures proper coverage and equity while maximizing efficiencies and minimizing OpEx (Operations Expenditures/Expenses)

Manage existing multi-site, multi-department headcount by determining future capacity needs, recommending headcount adjustments and strategic placement of new hire classes

Oversee the whole operations in terms of workforce management such as Capacity Planning, Forecasting, Real time management and Process Improvement

Spearheaded “Headcount Recon”

Monitors and provide accurate numbers for hiring plan based on analysis (attrition%, shrinkage, absenteeism etc.)

Improved RTFM Processes and War Plan

Conducted Refresher Course for OPS Support Team members

Facilitated the team’s training plan

Provides long term solutions for queue issues and downtime

Provides best solutions in scheduling and capacity planning

See to it that the Centers KPI’s are met on a monthly, quarterly basis such as (SLA, ASA, AHT, AR% and HC vs. Call volume ratio

Contributes to the compilation of daily adherence figures by maintaining exception databases and producing reports for production services

Performs system administrator responsibilities associated with the workforce management software tools such as routine file management and maintenance, upgrade installation and troubleshooting

Dell Inc. Capacity Planner and Sr. Call Center Operations Analyst

Jan. 2006 – Oct. 2008 (2yrs., 10months)

Propose and implement appropriate methods for schedules in a timely manner that ensures proper coverage and equity while maximizing efficiencies and minimizing opex

Manage existing multi-site, multi-department headcount by determining future capacity needs, recommending headcount adjustments, and strategic placement of new hire classes

Review headcount planning models for growth and strategic plans for work types, center locations and assumption planning for site ramp up needs

Constantly evaluate the current staffing against current arrival patterns ensuring that staffing holes created by attrition are filled prior to creating a service level strain

Monitor capacity, performance and changing volume trends while being cognizant of service objectives

Manage projects independently bringing recommendations to management

Benchmark with other line of business regarding schedule and reporting process improvements

Seat Utilization Planning for sites Pasay and Quezon with capacity of 3000 seats

Trained and mentored workforce analysts and other support functions

Worked closely with Finance for Headcount and Capacity weekly, monthly, quarterly and yearly forecast and outlook, with HR and Talent Acquisition to backfill gaps due to promotion and attrition, identified new batches for hire till end of year

Launched and made Pasay and Quezon site Best of Breed in terms of BCRP in the shortest possible time across Dell

Six Sigma Yellow Belt Certified and Green Belt trained

VXI (Vision X Inc.) Senior Workforce Analyst

Dec. 2003 – Dec. 2005 (2yrs., 1month)

Manila, Philippines

Monitors how employees are actually spending their time across all contact channels and activities

Tracks inbound agents’ attendance for forecasting purposes and help HR for payroll purposes

Assess real-time call volume to escalate to Workforce Manager and recommend short-term adjustment to staffing to address current issue

Creates CSR schedule using Blue Pumpkin based on call volume, forecast, service level, AHT, ASA, abandon and shrinkages

Monitors and reports allocation to workforce management team that may trigger changes in staffing plan and schedule (O.T. etc.)

Responsible for providing performance management analysis which ensures accurate, timely and user-friendly reports available to support business processes, decision-making and the overall effective management of the Service Center. This includes administering the call monitoring systems activities, and performing intra-day service level tasks and associated analysis

Produces weekly schedules, manage the vacation database, maintain daily exceptions, and produce daily and weekly reports using workforce forecast and management systems

Employs analytical tools to effectively schedule daily and weekly exceptions

Manages escalation plans as outlined in the Billable Hours Assurance Plan Provides recommendations to consistently achieve staffing and service level goals

SHARP Philippines Senior Technical Sales Engineer

June 2000 – Nov. 2003 (3yrs., 5months)

Manila, Philippines

Promote and Market Digital and Analogue Copiers, printers and consumables

Developed strategic approach in dealing and closing sales

Accomplished sales quota and target on a monthly, quarterly and yearly basis

Mentored and Trained newly hired Sales Specialists

Education

EARIST – Manila, Philippines

Degree in Engineering Major in Electronics and Communications (BS ECE) – 1999

University of Santo Tomas (UST) – Manila, Philippines

Degree in Engineering Major in Chemical (BS ChE) – 1992 - ‘93

Systems Technology Institute (STI) – Manila, Philippines

Certificate in Computer Programming – 1992

CMRHS

Junior High – 1992

University of Santo Tomas (UST)

Elementary – 1988

Awards and Achievements

- FY12 Jan Industry Award for the Best Ops Support Professional for 2011 during the Telecom Malaysia’s 2012 BPO Kick Off and Awards Night

-FY11 Nov Telecom Malaysia’s Special Award for Q3

Best Ops Support Professional (>100 Seats)

FY11 Oct Ranked #1 Contact Centre Association of

Malaysia’s (CCAM)

Best Ops Support Professional/Manager for above 100 Seats

Kuala Lumpur, Malaysia

FY10 Nov Ranked #2 World Contact Centre Awards (WCCA)

World Division, representing APAC Region

Best Ops Support Professional – WFM Planning

Las Vegas, USA

FY10 July Ranked #1 World Contact Centre Awards (WCCA)

APAC Region

Best Ops Support Professional – WFM Planning

Gold Coast, Australia

FY10 Oct Telecom Malaysia’s (TM) GCEO Merit Award

Best Ops Support Professional

Kuala Lumpur, Malaysia

FY10 Oct Telecom Malaysia’s (TM)

Best Ops Support Professional

Kuala Lumpur, Malaysia

FY09 Oct Telecom Malaysia’s (TM) GCEO Merit Award

Best Ops Support Professional

Kuala Lumpur, Malaysia

FY08 March DELL Philippines “Elite Employee of the Month”

FY08 Q1 DELL Philippines “Support Group of the Quarter”

FY07 Q4 DELL Philippines “Support Group of the Quarter”

FY07 Q1 DELL Philippines “Support Group of the Quarter”

FY07 Feb DELL Philippines “Contributor of the Month”

FY07 March DELL Philippines “Contributor of the Month”

FY07 Sep Business Continuity and Recovery Planning

(BCRP) DELL Pasay Site Certification

FY06 DELL’s COPC Certification

FY06 Nov DELL’s Six Sigma Certification – Yellow Belt

Green Belt Trained

Personal Information

I am 44-years of age. born and raised in Manila, Philippines. Well versed in communicating and writing in English language. I am also knowledgeable in software applications particularly in MS Office – MS Word, MS Excel and PowerPoint. Has been exposed, well trained and capable of using the following WFM, Real Time Monitoring and Reporting Tools:

-Blue Pumpkin/Verint 360

-Impact 360

-Genesys WFM

-Aspect eWFM

-IEX

-CCPulse

-Avaya CMS/Business Advocate Tool

-Aspect’s RTA (Real Time Adherence)

-Brio

-PCare

-Amdocs

-IEX

Relevant Trainings and Seminars

Brain Dynamics – Performance Acceleration

Dubai, UAE – Nov.01, 2018

CX Masterclass – Customer Experience Professionals Association (CXPA)

Dubai, UAE – Oct. 08, 2018

HIMS 2016 Conference

Makati Shangri-La, Manila– Sept. 15, 2016

Cross Cultural Training (Working and Communicating Effectively

With Colleagues in UK)

QuintilesIMS, Makati – Aug. 17, 2016

Root-Cause Analysis Training Program

QuintilesIMS, Makati – April. 27, 2016

HIMS 2015 Conference

The Peninsula Manila, Makati– Aug. 27, 2015

Certified Advance Microsoft Excel Expert

Train Pro KL, Malaysia – 2009

Certified TQM for Business Management Excellence

ITD Group KL, Malaysia – 2009

Completed Malaysia’s Crisis Management and Operations

BCM Institute KL, Malaysia – 2009

Completed Fundamentals of Management Workshop

ATCEN Institute KL, Malaysia – 2009

In-House Genesys WFM Tool Training

Telecom Malaysia KL, Malaysia – 2008

In-House CCPulse Monitoring Tool Training

Telecom Malaysia KL, Malaysia – 2008

Aspect’s e-WFM Training and Certification

DELL Philippines – 2007

Six Sigma Training and Certification

DELL Philippines – 2006

Real Time Adherence (RTA) Training

DELL Philippines – March 2006

Seminar and Training on Blue Pumpkin WFM Tool

VXI (Vision-X) Philippines – Oct 2005

References

Available upon requests…

Marco Angelo C. Burgos

U22 Holy Angel Condo SAV, Makati, Philippines

( 063-995-***-**** (Globe); 099******** (SMART)

eMAIL: ******************@*****.***

LinkIN: https://www.linkedin.com/in/marco-angelo-burgos-937a5953

CCWA: https://www.contactcenterworld.com/profile/m.burgos/

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