Manager Customer Care
Resume:
MARGIE MONCERA-PEREZ
Block ** Lot *A Phase *-A Kalayaan Street
Karangalan Village, Cainta, Rizal
Mobile no. +639*********
E-mail address: **********@*****.***
** ***** ** ***** ********** in workforce management. Strong knowledge in forecasting, business analysis and capacity planning. Handles end-to-end process in workforce management team; from real-time, scheduling, business analysis and capacity planning. I have the ability to establish and maintain good client relations.
WORK EXPERIENCES
WNS GLOBAL SERVICES
Eastwood, Quezon City
Position: Workforce Group Manager
February 2019 up to present
Directly reports to the General Manager and Vice-president of the account
Capacity Planning
Invoicing and Billing Reports
Headcount Reconciliation
Forecast Revenue
Shuttle Utilization
Covid Dashboard Report
Consolidated Working Status Update
Leave Without Pay Employee Recall
Weekly Seat Status Report
Facilitates Basic WFM Fundamental Classes
Weekly and monthly Reviews with both internal and external clients
Overall POC for WFM Australian Insurance Account in Quezon City and Iloilo sites
SYKES ASIA
BGC, Taguig
Position: Operations Management Desk Manager
July 2018 up to January 2019
Handles workforce end to end process (from real-time monitoring, scheduling and reporting)
Review, prepares and sends weekly business review and answers client queries
Handles escalations from both internal and external clients
Prepares and review performance management plan of the teamlead and analysts
Facilitates weekly set-up of organizational hierarchy of those who are not assigned a time approver and/or account manager information in Lawson or Kronos
Audit and facilitate the clearance of resigned and termed employees via the Sykes online clearance tracking system
Regularly update the WFM FTE headcount and cost allocation
Created and rolled out OT process specific to client requirement and business needs
Identifies opportunities of each WFM analysts and provides guidance to meet both individual and program's goals
Sets and streamline processes to achieve desirable results
Daily meeting with operations and other stakeholders
TELETECH CUSTOMER MANAGEMENT CENTER
Cainta, Rizal
Position: Capacity Planning Lead
January 2013 up to September 2017
Handles more than 20 global sites with over 30 programs (APAC, UK, North AM)
Regularly update site floor plans once a month to match with the seat requirements based on the capacity forecast.
Meet with site contacts and program leaders to review floor plans to ensure production seat count, support seat count, and assigned seats are accurately reflected.
Conduct a meeting twice a month with Operations and WFM contacts to ensure all seat forecast are up to date and accurate.
Make use of the weekly LIT seats report to assist WFM and Ops in analyzing issues that causes the gap and help improve forecast for the succeeding months.
Leads and partners with the Supervisors, Managers and Directors to ensure efficient seat utilization and/or maintain 3% variance between LIT and forecast to close each month.
Assist Operations, WFM and Project Management and Sales team when launching a program.
Take part in the Business Continuity Process activities during emergency circumstances.
TELETECH CUSTOMER MANAGEMENT CENTER
Cainta, Rizal
Position: Business Planning Analyst
April 2010 up to January 2013
Working File or Daily breakdown of forecasts for all Logitech skills
Provides recommendations based on historical data and call trends
Facilitating of internal and client calls such as IDP, Staff Plan and Weekly Workforce Review Session
Logitech Shrinkage Scorecard WTD
Logitech Glide path and Gap - Week Ending
Creating Staff Models in eWFM
Weekly Key Operations Report
Workload Percentage Build – for invoicing purposes
Pull up Email - SLA first Response & Email Total Incoming for Email Tracker
Client_MTD_Key_Ops_Stats
TELETECH CUSTOMER MANAGEMENT CENTER
Cainta, Rizal
Position: Operations Support Center Specialist II
April 2008 up April 2010
Managed 6 real-time monitoring specialists and 3 schedulers
Creating schedules (shift bid, schedule movements, schedule change requests)
Forecasting (updating of forecasts in eWFM)
Processing of adhoc reports and requests being sent via the ticketing hub.
Attending Staffing, Post Mortem calls and other meetings set by both operations and client.
Providing of VL allocations to Ops and plotting them in eWFM.
Updating of Service Level Tallies.
Accomplishing of OU checklist.
Processing of Peak seating and Schedule Adherence Reports.
Facilitating of Post Mortem and Schedule Adherence Calls.
Assigned as POC for the Cainta team
TELETECH CUSTOMER MANAGEMENT CENTER
Cainta, Rizal
Position: Real Time Monitoring Specialist
January 2006 – April 2008
Real-time pull-outs and entering the necessary segments
Daily preparation of DSA and DSR entries
Real-time skill changes
Service Level Update or E-mail notification to be sent to Operations and OSC if running Service Level is below 88% (threshold is 85%)
Net Event Update or E-mail notification to be sent to Ops and OSC
Answering of the sick hotline calls and Email notification to be sent to Operations
Password Resets
- CRM and FTS
- Windows NT (to be requested thru NASD)
System outages
- Getting necessary details (application, description, time start, number of agents affected).
- Coordinating with other sites as necessary, to check if they are experiencing the same issue.
- Raising a trouble Ticket with Global Service Desk.
- Sending E-mail notification to Operations and OSC.
PEYRA, BELISARIO, FORONDA & CO. / TECHMO CORPORATION
Pasig City
Position: Accounting Officer/ Officer in Charge (OIC)
March – September 2005
Journalization of monthly transactions
Preparation of check & check voucher as to its accuracy, validity and completeness of supporting documents.
Monitors the daily cash position or cash flow of the company and prepares daily, weekly & monthly cash position.
Bank reconciliation
Payroll preparation from Head Office to all Branches.
Prepares monthly Cash receipts and cash disbursement reports needed by the top management.
Processing of branch expenses and re- imbursement of their revolving fund.
Processing cash advance and liquidation of all personnel.
Responsible for the timely remittance of the following;
1Phil health
Social Security System
Pag- Ibig
Bureau of Internal Revenue (BIR) - tax withheld in compensation, Expanded & Value added tax
Monitor Post-dated check (PDC’s) issued by the company.
Dialogue with accountant regarding the increase or decrease of expenses & collections monthly.
CARRY ALL CARGO CORPORATION
Cainta, Rizal
Position: Finance Assistant Trainee/Human Resources Officer
September 2004 – February 2005
1Directly report all financial transactions daily to the finance manager
2Audits Revolving Fund twice a week
3Pull out of petty cash vouchers twice a week
4Handles insurances of private cars and company trucks
5Interviews management, driver, and helper applicants
6Prepares weekly payroll of drivers and helpers
7Encodes and prepares weekly and monthly billing statement
8Assess driver’s diesel liquidation twice a week
EDUCATIONAL BACKGROUND
COLLEGE : FAR EASTERN UNIVERSITY
BSC- Financial Accounting
Sampaloc, Manila
HIGH SCHOOL : ROOSEVELT COLLEGE MARIKINA
Lamuan, Marikina City
ORGANIZATION ATTENDED
Junior Philippine Institute of Accountants
1995 - 1997
SEMINARS / TRAININGS ATTENDED
MAX’s FRIED CHICKEN - “HOW TO BE AN EFFICIENT CUSTOMER CARE
PANTRANCO, Q.C. REPRESENTATIVE” – September 2003
JPIA - “ACCOUNTANTS OF THE MILLENIUM” – July 1996
Far Eastern University
SPECIAL SKILLS
Forecasting, planning, capacity planning and seat utilisation
Proficiency in MS Office (Word, Excel, Power Point, Access, Outlook, Visio) Kronos and eWFM.
RECOGNITION
Awarded as the Top-Specialist for Shared Global Operations Support Center category at the Teletech CREST (Concept of Recognizing Skills and Talents) Awards Night - 2010
CHARACTER REFERENCES
Gil Lacuna
Senior Group Manager, Workforce Management
WNS Global Services
Llana Therese Balilia
Group Manager – Quality
WNS Global Services
Steve Miles
Director, Workforce Management
Teletech Delivery Center
Gaby Aleman
Senior Manager, Workforce Management
Teletech Delivery Center
(55) 41816416
Contact this candidate