Capacity Planning Customer Service

RESUME

PETER LEE MEI DA SILVA SY QUIMSIAM

** ***** ****** ***** ****** City

(+63) 908-***-****

******@*****.***

Professional Experience

The Results Companies-Alaskaland WFM RCC Analyst

Eulogio Rodriguez Jr. Ave, Pasig

Nov 2018 – Dec 2022

-in-charge of updates and strategic planning for the workforce

-manages and monitors capacity planning, net staffing, rationalization of the schedules of all leaves, overtime requirements, monitor voluntary time offs

-evaluates key performance indicators and daily plans in accordance to designed strategic planning

-prepares forecasts

-prepare comprehensive reports

Sykes Asia Workforce RTA Supervisor

Glorietta 1 Corporate Center Hotel Drive, Ayala Center Makati City

September 2017 – June 2018

· Directly manage 10 or more RTA analyst

· Directly reports to WFM manager and Director for updates and strategical planning for the RTA group

· Regulates and oversees capacity planning, net staffing, overtime requisitions, rationalization of scheduled leaves and voluntary time offs based on workforce historical data

· Reviews daily plan and KPI reports to identify RCA and provide and implement strategic planning

· Provide one on one coaching with analyst to update score cards and understand each input

CITIBANK ROHQ Workforce Assistant Manager

Paseo de Roxas Makati City

December 2012 – February 2017

· Performs contact channels scheduling, forecasting and capacity planning

· Manages and oversees achievement and progression of daily, weekly and monthly plans

· Creates productivity templates for program leader’s utilization

· Generates timely workforce data, reports and root cause analysis

· Identifies opportunities for staffing and scheduling improvements and enhancements

SITEL (HP) Workforce Scheduler/Forecaster

Cybergate Pioneer Center

March 2012 – December 2012

· Delivers recommendations for schedule revisions in line with NPI’s (New Product Initiatives)

· Regulates and oversees capacity planning, net staffing, overtime requisitions, rationalization of scheduled leaves and voluntary time offs based on workforce historical data

· Ensures efficiency of schedule rotations and capacity planning

KEIFER’S CAR WASH & FOOD HOUSE Proprietor & Cook

Imelda Avenue Cainta

June 2011 – June 2015

· Full Detailing Service Certified by Mothers

· Car Accessories sales and installation

· Food Service – Short Orders

TELEPERFORMANCE Mission Control Analyst MC

Ortigas Center, Pasig City

April 2004 – April 2009

· Monitors productivity of call handling representatives

· Handles AUX adherence, schedule adherence and productivity of programs with multiple LOB

· Creates productivity templates for program leader’s utilization

· Utilization of WFM tools (eWFM, Blue Pumpkin, CMS and IEX applications)

DISH RESTAURANT Service Crew

Rockwell Centre, Makati City

Jan 2003 – March 2004

-attends to gust/customer orders

-serve customer/guest orders

-intermittently assist kitchen preparation of orders

-assist in kitchen periodic inventory

WINDMILLS & RAIN FOREST RESTRAUNT Service Crew

Scout Esguerra, Quezon City

June 2001 – April 2022

-customer/guest relations/reception

-manage guest reservations

-attends to guest/customer orders

-pre-event management of group reservations

-sometime assist in menu planning

THE MIDLAND PLAZA HOTEL OJT Bar Tending

M Adriatico, Manila

January – December 1998

-compliance to the appropriate and applicable drink mix

-attend to guests/customers

-assist in proper maintenance to avoid breakages

-assist in bar inventory

Hands – On Training Experience

Meat Processing Training

Meatplus Trading Corp., January to December 2021

Philippine Nautical Training Institute Basic Safety Training (SOLAS)

Intramuros Manila March 2009

Academic Achievement

BS Hotel Restaurant Management June 1998 – March 2002

Dominican College, San Juan

BS Management June 1997 – October 1997

St Joseph College, Quezon City

Primary and Secondary Education 1986 – 1997

O.B. Montessori Center, San Juan

Skills & Abilities

· Proficient in WFM tools (eWFM, eWFM, Blue Pumpkin, CMS and IEX)

· Proficient in MS Office (Excel, Word, Powerpoint)

· Computer Literacy

· Customer Service / Customer Relations

· Telemarketing

· Internet Research / Browsing / Surfing

· Menu Planning and Cocktail Mixing

· Auto Detailing and Car Wash Expertise

· Professional Driving

Personal Details

Age : 44 years old

Date of Birth : 14 February 1979

Civil Status : Married with 3 children

Interests and hobbies: cooking (as done daily for family)

prepare side-dish mix (undertook small scale home-based business)

menu planning

car engine maintenance

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