Michael tajonera Ogrimen

Imus City adn36h@r.postjobfree.com 923-***-**** linkedin.com/in/michael-tajonera-ogrimen/

WORKFORCE MANAGEMENT TEAM SCHEDULING AND PROCESS MANAGEMENT

SUMMARY QUALIFICATIONS

Highly motivated workforce management leader with a comprehensive background in providing client-centric solutions across diverse workforce management sectors. Reliable and driven business leader with 10+ years of experience in the field of Business Process Outsourcing—demonstrating expertise in data analysis, project management, business profitability, and office management.

Experienced at Image Annotation for Remotask by promoting the development of AI applications by providing high quality data to AI companies which is now into the market of self-driving car space and other areas such as image categorization and image recognition.

Multi-skilled in administrative and leadership skills, providing success in customer service, client satisfaction, and business solutions in a progressive environment.

A versatile, continuous learner with razor-sharp acuity, always in pursuit of excellence and accelerating growth.

Equipped with a strong knowledge in Microsoft Excel and the competence to manage multiple accounts and projects.

Precise and scrupulous in meeting project deadlines, and an ingenious problem-solver in providing sterling solutions to keep up with the vigorous business market, ultimately for continued success and empowerment.

Brings invaluable experience steering management strategies in company operation affairs, including workforce management, staff coaching, training and development, immediate conflict mediation and resolution, records management, and policy development and implementation.

Proven ability to increase the company’s profitability while reducing costs through the execution of innovative solutions.

Superb leader with mastery of executive-level tasks paralleled by contributions as a resourceful team member.

Demonstrates strategy development, stakeholder relations, organizational leadership, team coaching and mentoring, end-to-end delivery, analytical quality assurance, and follow-through on critical company goals.

CORE COMPETENCIES

●Employee & Client Relations

●Proactive Communication Strategy

●Strategic Data analysis

●Client & Vendor Relations

●Influential Negotiation Skills

●On-Site Management & Reporting

●Staff Leadership & Supervision

●Analytical & Problem-Solving Skills

●Workforce Management

PROFESSIONAL EXPERIENCE

Workforce Capacity Analyst 2, CITIBANK ROHQ Taguig, PHL September 2020 – January 2021

Oversee responsibility for the management of the workforce management for multiple NAM sites while maintaining optimal timekeeping performance and ensure each work goal is met.

●Supervise the Partners/Vendors’ workforce process and maintaining accuracy and quality of the required FTEs.

●Handle complaints and feedbacks within the appropriate WFM organization. Generate the results of these situations in a constructive manner for the development and maintenance of the pre-existing instruments and procedures of the firm.

●Generate and provide transactional forecast from data such as transactional volume, handle time, and shrink to give close to accurate staffing assumptions for Operational use.

Workforce Management/ Timekeeping, Nearsol Philippines Pasig, PHL April 2020 – September 2020

Oversee responsibility for the management of the workforce management for multiple APAC sites while maintaining optimal timekeeping performance and ensure each work goal is met.

●Improve reports by transforming raw data into daily illustrative reports sent out to clients, managers, and stakeholders.

●Maintained Timekeeping and WFM policies and processes by collaborating with WFM Analysts, Operational Partners

Accomplishments

●Established long-term, timekeeping and workforce management templates and process for operations and management.

●Managed several line of businesses, overseeing each metrics and KPIs

● Increased tasks efficiency of a struggling workforce team by 180% in May 2020 by implementing innovative and improved way.

Workforce Management Scheduler, Nice InContact Philippines Taguig, PHL October 2019–March 2020

Oversee responsibility for the management of the workforce schedulers and workforce planners for multiple APAC sites while maintaining optimal team’s performance and ensure each work goal is met.

●Supervise the Partners/Vendors’ scheduling process and maintaining accuracy and quality of the required schedules.

●Handle complaints and feedbacks within the appropriate WFM organization. Generate the results of these situations in a constructive manner for the development and maintenance of the pre-existing instruments and procedures of the firm.

●Generate and provide transactional forecast from data such as transactional volume, handle time, and shrink.

●Improve reports by transforming raw data into daily illustrative reports sent out to clients, managers, and stakeholders.

●Develop WFM policies and processes by collaborating with WFM Scheduling Analysts, WFM Planning Analysts, WFM Business Partners, WFM Director, and Workforce Managers.

●Manage the transition of the new accounts of different sites to the workforce management tool based on a strategic workforce planning and a well-thought employee engagement across all levels in the organization.

Accomplishments

●Established long-term, mutually beneficial relationships with operations and clients through providing conflict resolution support for pertinent issues to ensure satisfaction between workforce management and operations management.

●Managed several line of businesses, overseeing each metrics and KPIs.

●Managed and provided specific feedback with the team regarding new protocol, process upgrade, and root cause analysis.

●Managed and collaborated with site managers and directors to ensure efficient daily workforce operations at 6 different sites.

●Used data analytics to review goal performance to further drive productivity and improve performance.

Annotator, Remotask.com Freelance Job May 2018–Present

●Instrumental in accelerate the development of AI applications and we do this by providing high-quality training data to AI companies. Our biggest market is the self-driving car space. Your tasks are in fact helping create self-driving vehicles! We also do work in other areas such as image recognition, categorization, and transcription.

Workforce Management Scheduling and Planning, Concentrix Philippines Alabang, Muntinlupa, PHL May 2016–October 2019

Provided excellent call center scheduling admin to north Australian accounts, ensuring optimal performance of the contact center. Spearheaded in making appropriate staffing decisions and recommendations.

●Develop production schedules to balance client needs with scheduling standards.

●Manage agent preferences, time off requests, and shift bids in the development of schedules.

●Develop schedules and determine hiring needs in partnership with Operations and Business Development.

●Performed deep dive analysis and recommended actions to meet SLAs and KPIs to improve operations and customer experience of our clients, supported through the vibrant, customer service experience for several geographical locations.

●Utilized Standard Work and documented workforce policies to provide partners with a centralized knowledge source.

●Monitored account’s business strategy to make sure it employs enough workers with the right skills at the right time.

●Worked closely with the WFM Scheduling Analyst and WFM Business Partner to improve and implement any approved changes to procedures involved in any of the WFM tools, software, functions, and policies.

●Analyzed workload, vacation, absence records, training, meeting, and coaching schedules (shrinkage) for on-going historical trend analysis for planning and forecasting.

●Assembled a centralized knowledge source for partners from utilization of Center of Expertise and NICE IEX application.

Workforce Management Real-Time Analyst Convergys Philippines Alabang, Phil January 2012–May 2016

Provided great customer and operations experience by effectively delivering real-time management to achieve business objectives.

●Managed 2 AU-based company daily including Optus and Virgin Mobile.

●Collaborated with Business Partners to manage accounts focusing on improving the agreed Service Level.

●Restructured information for efficient and organized report used by Operations on a day-to-day basis.

●Transformed raw data into an illustrative report sent to clients and stakeholders daily to improve production.

Workforce Intraday Command Center Operations, Sutherland Philippines Makati, PHL June 2008–January 2012

Analyzed business data, plotted agent and lead schedules, and provided real-time monitoring daily for Guthy Renker’s sales and customer service.

●Attended and represented daily strategy calls to provide insights and solutions to business challenges.

●Answered agent questions and concerns in a timely manner to improve schedule and line adherence.

●Responded to client e-mails, calls, and chat utilizing appropriate solutions and effective decision making.

●Generated raw data and transform into effective reports used for daily operations and business continuity.

Customer Service Specialist, Sutherland Philippines Makati, PHL October 2007– June 2008

Functioned in telecommunication inbound sales and account receivable account which caters products and services based in the US.

●Guided customers on product information, benefits, pricing, availability, and lead time to process customer orders.

●Generated solutions to customer queries regarding service, billing, features, activations, and changes to account information.

Customer Service Specialist, Convergys Philippines Makati, PHL April 05, 2006- August 2007

Functioned in telecommunication inbound sales and account receivable account which caters products and services based in the US.

●Guided customers on product information, benefits, pricing, availability, and lead time to process customer orders.

●Generated solutions to customer queries regarding service, billing, features, activations, and changes to account information.

Touchasia Contact Solutions Philippines April 05, 2004- April 2006

●Outbound calls / gathered precise information over the phone.

●Handled Campaigns for Australia, Mainland US and the UK

EDUCATION

Bachelor of Science in Entrepreneurship Management Polytechnic University of the Philippines Manila, PHL March 2009-

Bachelor of Science in Accountancy Polytechnic University of the Philippines Manila, PHL March 1993-April 1994

TRAINING

US Communications Training Basic and Advanced MS Excel Training NICE Incontact Workforce Management Version 7.2 The Call Center School: WFM Development Training, WFM SOP, WFM Scheduler, WFM Planning E-Learning (Visio, Power BI), OSHA

COMPUTER SKILLS/TECHNICAL SKILLS

Microsoft Office (Word, Excel, PowerPoint, Access, Outlook) Visual Basic Macro NICE IEX Avaya CMS CUIC Adobe Creative Cloud (Photoshop, After Effects, Premiere, Audition, Illustrator, Bridge) WordPress Dialer

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