Danica Santos

Danica Santos Senior Operations Manager With over eight years of experience in workforce management, I am a WFO expert and people manager who leads and support teams to achieve optimal productivity and quality. As a Senior Manager, I oversee high-level forecasting, planning and workforce activities for multiple clients. I leverage my skills in WFO tools and analytics to deliver solutions that meet and exceed client expectations. I coach and mentor my staff, foster a collaborative and inclusive work environment, and promote continuous learning and development. Contact Phone- Email Experience 2023 - Present Infosys BPM Philippines l Taguig City Senior Operations Manager - Leads entire PH WFM Team as Business Excellence Center. Coordinates with the transitions team, plans and monitors the resource deployment, Address reviews the daily dashboards, staffing plans, governance adherence and leading client discussions with the objective to deliver target client model, ensure delivery predictability and enhance client satisfaction for the processes within the guidelines, policies and norms of Infosys. Manage business planning and participates in client visits. Spearheading innovation and transformation. Kawit City, Cavite, Philippines Education 2009 BS Electronics Engineering Adamson University Expertise Project Management Leadership and Team Management 2018 - 2023 Concentrix Philippines l Makati City Workforce Manager, Global Has handled seasonal small to large projects which supports electronic devices, music streaming and media services provider which have an overall FTE of approximately -3000. with multiple lines of business such as voice, e-mail, chat, outbound and social media/content moderation. Managing a team to guide and develop accurate and timely forecasts, capacity plans, schedules, intraday management, real-time service issues, and post-day performance analysis in a single-site/skill environment along with providing key important details. Furnished processes to ensure accuracy between clients, operations, WFM and FA group. Refined Operations Process in chat and email handling which helped improve agent productivity by 10%. Forecasting and Capacity Planning MS Office Applications Risk and Cost Management Process Flows and Improvements Analytical and Problem Solving skills Performance Monitoring Implementations Data Analysis and Auditing 2016 - 2018 Teleperformance Philippines l Pasay City WFM Scheduling Supervisor Responsible for leading a team of 6 schedulers, located in different sites, from different locations and is responsive for their development. Has managed financial projects with a total of -850 FTEs based in different sites, along with a seasonal project with an average HC of -1000 FTE during peak season based in Offshore and Onshore. Act as the WFM point of contact for all assigned projects. Maintain confidentiality relative to organizational strategies, objectives and practices. Responsible for planning, creating and communication of schedules for one or multiple projects. Carrying our reposing and data management activities around scheduling and capacity planning. Assisted and acted as the lead in launching multiple accounts assigned to multiple sites Reference Upon Request. Experience 2015 - 2016 Teleperformance Philippines l Pasay City WFM Scheduling Analyst Responsible for capacity planning of multiple projects, creating and schedule communication for projects total of ~700FTE located in different sites. Managed headcount tracking and forecasting for assigned projects to ensure we meet business defined goals and objectives. Identifying staffing opportunities and suggesting ways to improve efficiency of scheduling to management Has led weekly staffing governance with internal and external stakeholders. 2014 - 2015 Teleperformance Philippines l Pasay City WFM Mission Control Analyst Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment. Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data. 2013 - 2014 Teleperformance Philippines l Pasay City Customer Service Representative Handle inbound customer service support calls from established customers. Cross sell value added services or products that are offered by the company. Provide consistent, superior service to every customer by utilizing all available tools and resources