Experience

GrahamRoss Training
• Mexico
• IT Services and IT Consulting
• 1 - 100 Employee
• capacitador

  • Mar 2019 - Present


Sitel

• Australia
• Telecommunications
• 200 - 300 Employee

• Workforce Manager

  • Apr 2018 - Mar 2019

  Responsible for the Workforce Management at San Pedro Site for all the campaigns we have, also in charge of the daily payroll process and data for the site • Participate in bidding/pricing process and SOW reviews for potential clients.• Represent Workforce Management in client and sales visits.• Work with Operations on budget exercises, cost saving exercises, and general support to avoid penalties related to staffing, service level, or other KPIs• Partner with Recruiting, Operations to ensure a healthy flow of information that can allow feedback between teams.• Work together on action plans to improve any process related to WFM, forecasting, scheduling and RTA.• Provide inputs to Analytics and Reporting teams for the creation of reports and dashboards• Respond to client escalations with regards to Workforce Management.

• Sr. Operations Manager

  • Aug 2017 - Apr 2018

  • Creation of QA Databased and Automated Matrix with Forms to capture the evaluation in order to manage QA Database to provide over and under based on the sections of the P&P of TWG• Implementation of QA Department and QA Coordination.• Management of the Back office Process, creating goals and procedures to measure the amount of Claims/Payments received in order to create action plan to be on SLA Days on Goal for the different Baskets TWG provides us, setup of Hourly, Daily and weekly goals for closed per rate.• Daily review with coaches to find root causes of the kpis results, providing tools and processes in order to be able to handle the different situation and get the root cause of the results we have, making Coaches accountable and responsible of the numbers they are providing and making SMART goals and commitment from them in order to reach the goals..• Echo Scorecard Creation, TWG launched a Nps Metric, we have to create an easy to use and read file from the source of the surveys and be able to find root causes and review the next steps to get the goals for Customer Effort, Agent Professionalism, Issue Resolved and Nps, also the scrubber process was needed so we can listen to the Echo calls and provide feedback and Action plan.• Development of Scorecards, Glide paths and Action plan in order to provide improvements and reason of the numbers we are getting from Production• Responsible of creating the WAFG (Weekly Absenteeism Focus Groups) to improve this metric and have the proper staff in order to be able to perform and develop the Floor, reviewing root causes providing solution and commitment from top offenders to decrease the Absenteeism and increase the Attendance, recover lost hours.• Training Coaches in Huddles Management in order to have a better participative communication with agents on floor, using the Whiteboards, Visuals, motivation and recognition in all the kpis we have for TWG.• WBR and MBR presentation to the Client for the kpis of TWG

• Sr. Workforce Coordinator

  • Dec 2013 - Aug 2017

  • Creation of an Automated Process for Production agents Payroll, All lobs in site• Management of the Staff Payroll• Development of Templates, Formats, QA Matrix, QA Forms, KPI Reports or Operations Support files to help reaching the goals required by the customer• High Level of Visual Basic Programing focus on Macros• Management on the Site Daily Margin Tracker for all the lobs in the site• Update Run Rates and BTP Reports• Review of Margin numbers (revenue and Expense) providing operations better practices to reach Forecast Numbers• Review of FTES requirements for all lobs in the site, and management future classes needed due Attrition or Ramp• Attend Meetings by phone or lynch for Financial, Invoices or Hiring calls• Manage of all the Workforce Coordinator (5), Rtas (4) and pocs (3)• Review of Schedules and people required for the operations providing better scenarios to reach goals• Support on the GMR files for the Site on a weekly basis.• Follow up on needs for all the campaigns with their specific format or template required by the customer (Manpower, MOM, etc.)• Review of the Revenue and Expense for production, Training and Non Productive• Capman updates• Mapping process for all the agents (NT/Avaya)• Creation of Macros and templates to support 2020 system for all the lobs in the site.• Review of the official Invoices for all the campaigns on a monthly basis.



Epicor Software Corp

• Spain
• 1 - 100 Employee

• Data coordinator

  • Sep 2012 - Dec 2013

  • Manage and Develop Electronic Catalog Databases adding new information, correcting, updating all kinds of Automotive Catalogs, avoiding Duplicate or Overlap data. • Search for Files for EOD on different Locations of Several Stores • Review the inventory information of Store Locations. • Creation of Excel Macros to improve big amount management of this Database. • Creation of Templates and Worksheets to manage Big Amount of Information • Manage and Develop Electronic Catalog Databases adding new information, correcting, updating all kinds of Automotive Catalogs, avoiding Duplicate or Overlap data. • Search for Files for EOD on different Locations of Several Stores • Review the inventory information of Store Locations. • Creation of Excel Macros to improve big amount management of this Database. • Creation of Templates and Worksheets to manage Big Amount of Information



Teleperformance

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Traffic Controller/ Workforce Analyst

  • Jan 2001 - Aug 2012

  • Development of Call list to contact customers on Past due Balance for different types of customer depends on the Amount of Past Due • Required Studies for Staff needed on Customer Demands • Schedules creator in base of customer Required Staff with Statistics of Behavioral Campaign • Traffic controller Telemarketing Metrics: Average Handle Time, Adherence, Performance, Efficiency, Service Level Shrinkage. • Analyze Metrics and Results and develop new Processes to reach Goals • Working processes to reach Service Level, Occupancy, Hours goals for several Customers (Western union, QWEST) • Provide Monthly Results for Billing Purposes on QWEST Campaign • Provide the processes and instruction for new Groups to hit Operations Floor • Automation of processes of daily task with Data Bases, providing Results, tendencies and Forecast • Excel Advanced (Macros). • Visual Basic Programming • Development of new reports for Friendly handling for the Information received Team Supervisor (2 years) • Development of new agents on Telemarketing Area. • Support to personal of Operations to reach Quality Goals required by Customers QA Agent (6 Months) • Groups Monitoring • Provide Results and different ways to improves results on Agents to reach Goals Required • Support to new Groups about Systems and Calls Control Telemarketing Agent (1 year 6 months) Customer Service *Receivable Management



Baja Celular Mexicana, S.A. de C.V.

• Software Development

• Desarrollador de software

  • Jan 2000 - Jan 2001

  Tec. Programador analista Desarrollo de Software para manejo de base de datos para los telefonos que ingresaban al departamento de garantia y soporte. Tec. Programador analista Desarrollo de Software para manejo de base de datos para los telefonos que ingresaban al departamento de garantia y soporte.



TELNOR

• Mexico
• Telecommunications
• 200 - 300 Employee

• Programador informático

  • Jul 1999 - Jan 2000

  Desarrollo de Sistema de control para el manejo de la base de datos de clientes que se interesaban por contratar un servicio con Telnor Apoyo a tienda en centro comercial con los clientes que acudian para contratar un paquete de comunicaciones Desarrollo de Sistema de control para el manejo de la base de datos de clientes que se interesaban por contratar un servicio con Telnor Apoyo a tienda en centro comercial con los clientes que acudian para contratar un paquete de comunicaciones