Jayvee P. Ramos

JAYVEE P. RAMOS 67-D Ocampo St. F. Amorsolo U.P. Diliman, Q.C. Mobile No.:- E-mail:- Professional Experience SPi Global (formerly ePLDT – Ventus) Emerald Ave. Ortigas Center, Pasig City Position: WORKFORCE MANAGER November 1, 2015 – Present                                 Reviews current and projected FTE to determine zoning and staffing Leads the site's capacity meeting Coordinates with clients regarding staffing issues Generates and send reports that impact cost Prepares and communicates to Operations work schedules and plotted pullouts for Training and QA Interprets data generated from report for WBR presentation Analyzes reports and trends to forecast FTE and staffing Analyzes reports and trends and gives input and suggestions based on findings to help identify ways to achieve account, site and enterprise goals Presides and/or attends meetings and discussions such as OCP, Focus Group discussions, WF weekly staff meeting, Business reviews, Synergy meetings, etc. in order to facilitate and aid in the completion of group goals Coordinates WF related concerns such as VL plotting/overrides, zoning, change of splits, Attrition report, Disciplinary actions, WF forms, Disputes, FTE, ratio, etc. Updates WF reports such as DMT, FTE Planner and consolidated reports Review workforce reports being sent out to clients to ensure timeliness and accuracy Collaborates with various departments and clients during meetings (incl. Synergy, and other weekly meetings) to ensure the team's alignment with processes, updates and action plans Work with HR, TA, Training, Ops, QA, IT and Operations on FTE, attrition reports, sanctions, pullouts, zoning and employee movement Reviews the performance of the team ensuring that Supervisors and Specialists meet set goals or key performance metrics Constantly reviews workforce tasks and processes to maximize Supervisor's and specialist's efficiency Creates and send weekly wins and challenges to identify strengths and opportunities Implements established company and departments policies, goals, objectives, and procedure conferring with the immediate superior and staff members as necessary Assesses individual performance of WF Supervisors and Specialists Recommends regularization, promotion, and other employee movements for subordinates Guides team members on regular basis, ensuring that they are properly equipped with needed knowledge and skills Conducts various developmental activities (including coaching, one-on-one discussion, feedback sessions) to ensure that team members are developed to perform key roles within the team Mentors team members Provides immediate feedback/coaching Assigns specific duties and tasks to WF supervisors and specialists to develop their skills and competencies Recognizes achievements of WF supervisors and specialists and gives proper commendations in accordance with performance Negotiates conflict between staff and resolves complaints against subordinates Guides and/or organizes activities/programs that build cooperation and collaboration among team members ensuring completion of team's goals and objectives Coordinates and monitors work activities of team members to ensure that company and program standards are met Collaborates with immediate superior in developing group goals, objectives and procedures Decides in a timely manner and within approved level of authority Communicate organizational development changes, and manages team expectation SPi Global (formerly ePLDT – Ventus) Garnet Ave. Ortigas Center, Pasig City Position: WORKFORCE SUPERVISOR April 1, 2011 – October 31, 2015 Duties and Responsibilities: Reviews the performance of the team ensuring that specialists meet set goals or key performance metrics. Constantly review Workforce tasks and processes to maximize specialists efficiency Creates and sends weekly Wins and Challenges to identify strengths and opportunities Assesses individual performance of WF specialists Prepares monthly scorecards and performance appraisals of WF specialists Recommends regularization, promotion, and other employee movements for subordinates Guides team members on a regular basis, ensuring that they are properly equipped with needed knowledge and skills  Provides immediate feedback/coaching  Assigns specific duties and tasks to WF specialists to develop their skills and competencies  Designates real-time Adhoc requests to proper POCs  Recognizes achievements of WF specialists and gives proper commendations in accordance with performance  Negotiates conflict between staff and resolves complaints against subordinates  Decides in a timely manner and with approved level of authority  Guides and/or organizes activities/programs that build cooperation and collaboration among team members ensuring completion of team’s goals and objectives  Coordinates and monitors work activities of team members to ensure that company and program standards are met  Collaborates with immediate superior in developing group goals, objectives, and procedure  Review workforce reports being sent out to the clients to ensure timeliness and accuracy  Attends weekly finance meeting with specific account  Communicates organizational and developmental changes, and manages team expectations  Interprets data generated from reports for WBR presentation  Reviews current and projected FTE to determine zoning and staffing  Prepares and communicates to Operations work schedules and plotted pullouts for training and QA  Uses workforce management software and applications to create schedules  Expresses self clearly during presentations and meetings, whether in person or over the phone  Makes sure that information relayed and received verbally is understood by asking clarificatory questions  Ensures that all oral and written communication exchanged with other departments is clearly understood both parties  Collaborates with various departments and clients during meetings (incl. Synergy and other weekly meetings) to ensure the team’s alignment with processes, updates, and action plans  Works with HR, TA, Training Ops, QA, IT and operations on FTE attrition reports, sanctions, pullouts, zoning and employee movement  Presides and/or attends meetings and discussions such as OCP, Focus Group Discussions, WF weekly staff meeting, Business Reviews, Synergy Meetings, etc. in order to facilitate and aid in the completion of group goals  Coordinates WF-related concerns such as VL plotting/overrides, zoning, change of splits, Attrition Report, Disciplinary actions, WF forms, Disputes, FTE, ratio, etc.  Creates and updates specialists Time Reports through HR PRO  Speaks of ideas clearly and articulately in all presentation and situation may it be for internal or external clients  Corresponds with and generate reports for the clients with all regard for style and language  Updates WF reports such as DMT, FTE, Planner and consolidated reports  Generates and sends reports that impact cost  Analyzes reports and trends of forecast FTE and staffing        SPi Global (formerly ePLDT – Ventus) Garnet Ave. Ortigas Center, Pasig City Position: WORKFORCE SPECIALIST December 16, 2006 – March 31, 2011 Duties and Responsibilities: Provide support and direction to Call Center Management Team in the areas of call center scheduling and capacity planning to make the best use of time, people and systems to meet the needs of the customers with limited supervision.  Identify and proactively address staffing requirements in a multi-skill and virtual operation  Coordinate the workflow of staff within the local site to ensure that the highest efficiencies and best results are being achieved  Work closely with the Data Analysts and other Workforce Specialists to effectively coordinate activities of the virtual operation based on volumes and staffing across all sites  Assist with educating the local staff on Work Force Management  Gather data, establish reports, and analyze trends in a timely manner to help improve the efficiency and effectiveness of the local operation  Recognize relationships and make recommendations to improve performance  Address systems and phone issues while reporting any significant developments and providing recommendations for improvement to the Operations Manager  Perform a wide variety of tasks and change tasks quickly as demands change in order to respond to new priorities and maintain efficient operations  Convey ideas orally and/or in writing with a clear, concise, organized and articulate style using a format that is appropriate for the target audience  Address operational issues within the local site in a timely manner while keeping the Site Director and  Operations Manager informed of the current situation and progress  Assist with the development of new and/or redesign current processes based on long-term strategies of the department  Ensure all appropriate resources and documentation are available to support projects  Demonstrate a desire to work in a highly dynamic environment, requiring proficient organization and time management skills  Perform all other duties as requested to assist in the successful operation of the centers  SPi Global (formerly ePLDT – Ventus) - SONY Garnet Ave. Ortigas Complex, Pasig City Position: TECHNICAL SUPPORT REPRESENTATIVE (Voice, Chat and Email) May 15, 2006 – December 15, 2006 Duties and Responsibilities:       Answer phone and respond to customer requests Provide customer with product and service information Identify, research, and resolve customer issues using the computer Complete call logs and reports Recognize, document and alert the supervisor of trends in customer calls Other duties as assigned Trainings & Seminars ❑ ❑ ❑ ❑ Lean Six Sigma – Yellow Belt Held on: (July 26, Aug. 9-10, 16-18, 2010) Held at: Fort Bonifacio Global City Taguig Conducted and Certified by: International Alliance of Quality Professionals Computer Aided Design module Frontpage Medical Secretaryship in the 21st Century Stenographic Skills Awards and Achievements ❑ ❑ “Gold Award” Customer Service Excellence “Silver Award” Customer Service Excellence License ❑ YELLOW BELT – Lean Six Sigma Date taken: Aug. 18, 2010 Place Taken: SPi Global, Golbal City Taguig Register No. 2011-06 Register Type: CLSSYB Certified by: IAQP (International Alliance of Quality Professionals Sponsor: Philippines (Digileaf Inc.) ❑ CAREER SERVICE PROFESSIONAL Date taken: January 17, 2000 Place Taken: Civil Service Commission Kaliraya St., Quezon City Rate: 81.08% Education University of the Philippines Diliman, Quezon City July 14 to October 9, 2001 NON-DEGREE Took some units in Information Technology Polytechnic University of the Philippines, Sta. Mesa Mla. June, 1994 to October, 1998 BACHELOR IN OFFICE ADMINISTRATION Personal Reference Available upon request.