Floyd Errol Fernandez

FLOYD ERROL D. FERNANDEZ Address: Block 28 Lot 17, Metroville Complex Binan, Laguna        Mobile Phone #: -                        Email:-Skype ID:-     WORK HISTORY   Workforce Manager, Alorica (formerly Expert Global Solutions) April 2016 – August 2017  Supported several Financial Care programs for Alorica Managed a team composed of a Supervisor, 2 Schedulers, 13 RTAs and 1 Reports Analyst Continued handling the forecasting and capacity planning Improved the reporting piece of the program by eliminating redundant reports and creating one whole dashboard in excel file, also hired an RA to manage the dashboard as well as the Training and Quality reports. Ensured that Gross profit is consistently being met Improved occupancy and utilization by cross training agents to different skills aside from voice, e.g. back office work, chat support Provided refresher training course to the RTAs to ensure that WFM basics were fully understood     Workforce Supervisor, Expert Global Solutions September 2014 – April 2016    Supported several Health Care and Bank programs of EGS Managed a team of 9 RTAs and 2 schedulers while still handling forecasting and capacity planning Improved the reporting piece of the Bank program by utilizing aux codes in Avaya CMS. Introduced the Lost Hour report, wherein payroll hours and staffed hours are being compared, closing the leaks and improving utilization   Workforce Forecaster & Planning Analyst, Expert Global Solutions (formerly APAC Customer Services) April 2013 – September 2014                   Supported one of the Health Care programs for EGS Also acted as Supervisor for the RTAs and Scheduler of the program Improved the hiring process by engaging with other programs who has excess staff due to seasonality. This allowed us to save cost on the agent hiring. Introduced the creation of internal forecast and did a parallel check with Clients to improve the forecasting process.       Workforce Scheduler, Expert Global Solutions (formerly APAC Customer Services) July 2009 – April 2013                       Scheduler of the Year 2010 Implemented Genesys WFM to SiriusXM Scheduler of the Month July 2010 Trained new schedulers and RTAs in handling SXM   Real Time Analyst, APAC Customer Services July 2008- June 2009  Supported the Leyte start up accounts (McClatchy) Part of the team that handled all Publishing Campaign across all sites (more than 50 campaigns in Cubao, Leyte and Alabang) Helped in training newly promoted RTAs in handling Publishing accounts.   Customer Service Representative, APAC Customer Services January 2008- June 2008 Top Performer April-June 2008                     EDUCATION     -DE LA SALLE UNIVERSITY-MANILA Bachelor of Secondary Education major in Physics, June 2004, Deans List: 1st Term, SY-; 3rd Term, SY-, SY-st Term, SY-st, and 2nd Term. Academic Scholar  -PAREF SOUTHRIDGE High School Diploma, April 2004, Principals List: 2nd - 4th Quarter, SY-, 3rd Quarter, SY-. Most Outstanding Student, 2003. Gawad Talindaw Champion 2002 and 2003. Academic Scholar.   EXTRA-CURRICULAR ACTIVITIES  -       VP for Operations and Communications- The Physics Society Supervised and facilitated the recruitment of organization members during the Annual Recruitment Week; increased the member population by 150%, biggest increase in the history of the organization. Responsible for the external affairs of the whole org as well as the keeping the org updated in any scientific innovation.  -Assistant Vice President for Academics, EdGe04 Attended to the needs of fellow batch mates in their academic needs. Facilitated seminars for the Science education majors about career options after graduation.  -OUTREACH HEAD, PHYSICS SOCIETY-DLSU Supervised and facilitated the recruitment of organization members to join Gawad Kalinga 777; increased the attendance of organization members by 75%. Project head in the lecture-forum, Physics in the City: Time Travel; strengthened the organizations visibility to the whole academic community. Member of the Constitution Revision Team that changed the organizations constitution which gave way for other non-Science courses to join the organization.   SEMINARS ATTENDED AND CONDUCTED   October 2006LEADERSHIP AND PROCESSES TRAINING             The Physics Society, De La Salle University - Manila   September 2006TEAMBUILDING ACTIVITY             The Physics Society, De La Salle University - Manila   October 2005     QUANTUM PHYSICS            Physics Department, De La Salle University - Manila   September 2005         TIME MANAGEMENT SEMINAR                                    College Assembly of Science and Discipline Office, De La Salle University       RESEARCH PAPERS PREPARED   December 2005       POLYPYRROLE: A TECHNOLOGICAL REVOLUTION A paper about how superconductors and semiconductors were fabricated by the Physics Department of DLSU-Manila.   September 2007     STUDENTS PROBLEM SOLVING STRATEGIES IN KINEMATICS AND THEIR PERCEPTION OF THEIR CREATIVE THINKING ABILITIES The study was about students’ perceived creative thinking abilities and problem-solving strategies in kinematics. There was no significant relationship between the two. The BS-Physics major students differed on the third step of Keller & Keller’s (1999) framework in problem-solving, which was the rubric used in the study. The difference on their problem-solving strategies can be attributed to their creativity.     PERSONAL BACKGROUND   Born on June 19, 1987 in Candelaria, Quezon. Fluent in English and Filipino. Microsoft Office literate and knowledgeable in Web Designing. Interests: playing basketball, football, futsal and volleyball, enjoys reading poetry. Motivated, goal-oriented, responsible and adaptable.   REFERENCES   Available upon request