Charmaine Silva

Charmaine Silva Real Time Analyst / Reporting Analyst Highly motivated, focused and detail-oriented with 10 years career experience in Business Processing Outsourcing (BPO) industry. Dedicated professional with exceptional skill in data collection, analysis And reporting. Deadline-driven and process conscious with excellent problem solving and written and verbal communication skills. CORE QUALIFICATIONS • • • • • 10 Years’ of experience in Workforce Management Proficient in Microsoft Office (Word, Excel, and PowerPoint) Excellent Written and Verbal Skills Can work individually or in a group Able to work under pressure and independently Willing to work and Learn new software applications Able to track, update and report operational results Events Planning and Organization Able to maintain expected quality standards in the organization (ISO 9001 certified) Able to provide requirements for establishing, implementing and maintaining and continuously improving ISMS (ISO 27001 certified) Manage intraday, program or line of business to meet or exceed contractual requirements Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail Strong organizational skills Intermediate knowledge of various forecasting / scheduling software • Intermediate knowledge of call center management and all related calculation • • • • • • • • • EXPERIENCE Resource Staffing Professional Kyndryl Philippines September 2021 – up to present • Interlock with Project / Account teams in the market/country to capture resource requirements • • • • • • • • • • • Validation of Demand TRAM tool for domestic & CIC resource requirements Creation of open seat in PRoM (Professional Marketplace) tool for domestic & CIC resource requirements Ongoing Demand Management such as start date updates, priority code changes, financial interlocking based on project stakeholder’s input Internal candidate searches & CV downloads based on specific requests from Business Leader or TSC leader Demand closure and withdrawals in the ProM tool Educate Business stakeholders on Global / Country specific TSC Demand management processes Interlock with TA (Talent Acquisition) team on external hiring demands Creation of Staffing plan for New deals & maintenance of Staffing plan Roles Ownership of Market/Country specific initiatives like Demand Clean up, New Deal Support, Resource Capacity searches for a specific Skill Attending Market/Country Stand-ups, team meetings to discuss/share Issues, best practices, status of assigned tasks, etc. Supporting specific demand reporting / demand trend analysis requirements Real Time Analyst IBM Business Services, INC. June 2015 – September 2021 • Prepares intraday reports on staff attendance. • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting. • Manages changes to scheduling to ensure adequate daily resource coverage. • Communicate with management and operations team to ensure compliance with company standards. • Maintain running reports such as Attendance, AHT, AUX Utilization, Scorecard, Productivity, VL’s, FCE, FCR etc. • Focuses on CMS monitoring and agent productivity, performance and schedule adherence. • Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism. • Coordinate trouble tickets and escalate issues as required. • Effectively use technology, tools and other floor management resources to optimize client service levels. • Provide and assist agent in Technical Support in tools such as Citrix, VMware, Avaya, MS Outlook etc. • In control of agent’s requests while balancing operational performance, contractual requirements and the needs of • • business. Provide floor management direction through face-to-face communications, phone, and messaging applications. Ensures that all reports originating from the department are accurate and reliable Provides analytical support for special projects KEY ACCOMPLISHMENTS (Special Projects) ✓ ISO 9001 Auditee - Part of the team that passed the 2017 internal and external audit for Thomson Reuters by giving all the required data needed by the auditors and ensuring that all process documents, reports, files and tools are updated accordingly and in a timely manner. We also gave list of Action to address Risks and Opportunities to assess performance and results of the implementation of the quality management. ✓ ISO 27001 Auditee - Part of the team that passed the 2017 internal and external audit for Thomson Reuters by giving all the required data needed by the auditors. We ensure that all access such as AD Account, Client Tools, IBM Tools etc. are being requested and deactivated accordingly and in a timely manner. All files and reporting tools are updated in a timely manner. We also ensure that everyone is adhering to Workplace Security Policy and all security online courses have been taken. ✓ Create and implement process such as: Onboarding and Offboarding Process (TR/CHUBB) - Ensured the Offboarding Process is managed consistently and accurately across the contract, regardless of the presence of Personal Information (PI), Sensitive Personal Information (SPI) and/or Business Sensitive Information (BSI). Provide a central point of contact and ensure compliance with project-specific Data Security and Privacy requirements. Ensure timely and complete offboarding checklist and to maintain evidence and historical records to demonstrate that each activity on the checklist has been completed. Vacation Leave Process (Thomson Reuters/CHUBB) - Ensure that limited vacation leave slots will be distributed equally to agents with maintaining a good attendance rate and performance. To utilize vacation leave credits accordingly. Shift Bid Process (Thomson Reuters / Chubb) - Allows the agent to bid their preferred schedule according to their scorecard ranking. AUX Usage Process (Chubb) - To ensure that AUX is being used accurately and accordingly. To increase agents phone time adherence and utilization. System Problem Process (Chubb) - To ensure that all system problems are validated and to increase agents phone time adherence and utilization. Real Time CMS Missing Agents (Citi) – due to pandemic and change of setup, I created this report to identify real time CMS missing agents that are working from home Floor Assistant / Coordinator Intraday Convergys June 2011 – June 2015 • Focus on intraday and agent productivity, performance and schedule adherence. • Supervising aspiring Floor Assistants. • Coordinate trouble tickets and escalate issues as required. • Effectively use technology, tools and other floor management resources to optimize client service levels. • Manage intraday, program or line of business to meet or exceed contractual requirements. • In control of agent’s requests while balancing operational performance, contractual requirements and the needs of • business. Provide floor management direction through face-to-face communications, phone, and messaging applications. Collective Care Representative Convergys September 2011 – June 2011 • Receives customer concerns and issues and provides superior Customer Service and/or Technical Assistance to customers by phone. CERTIFICATIONS AND TRAININGS ATTENDED Data Science Foundations Participant IBM Business Services, Inc. March 2021 Data Science Methodologies Participant IBM Business Services, Inc. March 2021 Python for Data Science Participant IBM Business Services, Inc. March 2021 QMS Training: RECORDS MANAGEMENT TRAINING Participant IBM Business Services, Inc. Two Evotech Building, Nuvali Business Park, Sta. Rosa, Laguna February 2016 QMS Training: PROCESS DOCUMENTATION TRAINING Participant IBM Business Services, Inc. Two Evotech Building, Nuvali Business Park, Sta. Rosa, Laguna February 2016 QMS Training: 8D RCA TRAINING Participant IBM Business Services, Inc. Two Evotech Building, Nuvali Business Park, Sta. Rosa, Laguna February 2016 QMS Training: RAIL MANAGEMENT TRAINING Participant IBM Business Services, Inc. Two Evotech Building, Nuvali Business Park, Sta. Rosa, Laguna February 2016 Call Center Training Participant IBM Business Services, Inc. Two Evotech Building, Nuvali Business Park, Sta. Rosa, Laguna July 2016