Analyst Greater

Charmaine Joy de Guzman Espabilla

Makati City, Philippines 1208 **********@*****.*** +639*********

QUALIFICATIONS SUMMARY

A versatile and skilled professional in Work Force Management and Real Time Management with excellent hands-on experience in improving Service levels for day to day operations. An assertive specialist and outstanding interpersonal communication and business management skills with 12 years of experience.

●Have 11 years of WFM experience in the services industry with 10 years in a Lead WFM Role (WFM/Forecasting/Scheduling/Capacity Planning/Reporting/RTA/Process Document Management)

●Good analytical skills and a flair for numbers and Data trend Analysis.

●Provides Corrective Action Plans with timelines & Owners.

●Manage weekly calls for internal and client side for Work Force and Real Time management

●Proficient with Microsoft Office System (including MS Word, MS Excel, MS PowerPoint and MS Outlook).

●Advance user of WFM Tools such as CMS, eWFM, IEX, Blue Pumpkin, Five 9, Genesys, RTA.

●Reporting design capacity of Visual Basic, Macro Programming, Crystal Reports and various data acquisitions.

●Excellent team player with the ability to manage cross-functional teams and WF Analysts.

●Track record of assisting in the design and implementation of reporting procedures that reduce labor costs

●Handled WFM/RTM Team for multiple Sites with an FTE count of 1500 and above Front line associates. 5 Accounts (Working on Scheduling, Reporting, Payroll Timesheet Validation and Process Documents and Implementation of approved proposals for Service Delivery).

●Provide Monthly/Weekly inputs for Manpower and Agent Utilization.

●Secured numerous company achievement awards for delivery of exceptional customer Service.

●Corporate Trained in Six Sigma Yellow Belt.

SL No.

Designation

Program

Organization

Year

1

Asst. Manager - WFM

(WFM Manager)

Pennymac

WNS, Inc.

Jan 2021- Present

2

WFM Manager

(WFM Lead)

GSuite

HCL, Inc.

October 2017 - December 2018

3

WFM Analyst – SPOC for APAC

(Work Force Lead)

Assurant/H&R Block/Harley/Century Link/Best Buy (Pacific US)

Alorica, Inc.

July 2015 – January 2016

4

Work Force Analyst

(Work Force Lead)

Comcast/Norton/ AOL /AVG/ICE

IOPEX Technologies

September 2012- May 2014

5

Senior Workforce Specialist

(Work Force Lead)

PayPal UK/NA/AU

Sutherland Global Services

June 2010- September 2012

6

Workforce Specialist

(Work Force Analyst)

PayPal UK

Sutherland Global Services

September 2008- June 2010

-

●Technical Support Executive

Microsoft Zune

Sutherland Global Services

October 2007- September 2008

PROFESSIONAL EXPERIENCE

Workforce Supervisor (Global Command Center Lead)

●Leading a Team of 10 WFM Analyst with 2,300 FTE based in US (Magna,Texas,Honduras,Topeka,Durant).

●Managed Service Levels based on SOW for 21 LOB’s for 12 Campaigns across Pacific US.

●Facilitating improvement through analysis and training. Understanding the training need based on the process level analysis ensuring process check completion

●Track, Analyze and Improve Team’s Performance. Conduct Weekly/Monthly reviews w/Specialists.

●Ensure and track schedule adherence, Productivity targets, and Improve Service levels

●Responsible for obtaining program updates and cascading it to the Work Force and RTM Team.

●Oversee the strategic management and operational oversight of the company's Operations in order to provide streamlined planning, reduced operating costs, and greater profitability.

●Coordinate with Program SPOCs to drive Production Adherence

●Drive production utilization to ensure maximum occupancy through various reporting tools

●Identification of Training Need Analysis for the Work Force and Real Time Management team

●Identify and implement initiatives to drive effective Schedule Adherence and maximum utilization/occupancy for all programs and leakage in the process.

Senior Workforce Specialist (Work Force Management Lead)

●Headed a cross functional team of 1 Subject Matter Expert, 15 Real Time Management Analysts for managing the agreed Service Levels based on the SOW for 6 Voice based Queues and 4 email Queues.

●Implementation and Standardization of Operations Desk process in PayPal across three geographies

●Handled CCOD and RTM analyst, train them to adapt the WFM process and Queue management.

●Set up - Report Generation, Data Analysis & Interpretation using Microsoft Excel & Quality Tools.

●Interacting with client operations team to update hourly floor capacity and ensure appropriate routing of volumes based on current floor shrinkage and AHT.

●Stabilize all reporting requirements to ensure end user is utilized out of it and determine the gaps.

●Send weekly analysis on RCA’s of failed metrics agreed upon SOW with Clients.

Specialist- CCOD Real Time Analyst (Work Force Management) (September 2008- June 2010)

●Achieving daily client Service Level targets.

●Achieving optimum utilization of floor man power.

●Update clients and management on the updates on Real Time Operations.

●Coached and mentored new employees in WFM/RTM processes and company policies.

●On a daily basis, monitors the volume of inbound call traffic of various product lines ensuring SLAs are met by recommending coordination and adjustments to staffing levels.

●Display the gaps in Scheduling and Forecasting to clients and executive management.

●Coordinating with IT Team ensuring uninterrupted functions of (Tools, Systems, etc) in production floor.

●Implementing break schedules to ensure minimum productive capacity is on production.

Executive/Senior TS/CS Executive (October 2007 – September 2008)

●Interfaced with customers to identify needs, field questions, and facilitate the issue resolution.

●Provided support for Microsoft Zune Device and resolved issues as needed

●Enhanced customer-satisfaction ratings by ensuring a accuracy and exceeding customer expectations

ACCOMPLISHMENTS

●WFM Client commendation as best scheduling and capacity planning providing committed and desired PH Hours in line with the forecated trend 2018 across 12 vendors.

●Consistently maintained over 80% SLA for PayPal- UK program for the first Time across all vendors through internal scheduling inputs provided to clients.

●Part of the Management team which turned PayPal Scores as Number 1 across all vendors globally for Q1 .

EDUCATION AND TRAINING

Six Sigma Yellow Belt SUTHERLAND GLOBAL SERVICES – Philippines 2010

Bachelor of Science in Nursing (BSN) STI- Global City – Taguig, City 2007

PROFFESIONAL REFERENCE

Sathish Gajapathy 090********

Gaurav Kharbanda - TF

Dhruvam Misra - TF

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