Laurence Camunias

Laurence Ferrer Camunias 414 Flamingo Bldg. Verawood Residences, Acacia Estates, Taguig City (-- Qualification Summary Workforce Management Support and Technical Computer Operations professionally experienced working in fast-paced environments demanding and strong organizational, technical, and interpersonal skills. Detail - oriented and resourceful in completing projects or tasks and able to multi-task effectively. Work Experiences Workforce Supervisor (End to End support) Handles ANZ-Domestic projects with 600+ FTEs combined Responsible of leading a team (3 Scheduling Analysts and 6 Mission Control Analysts) Responsible of providing support end to end from Capacity Planning, Scheduling, Forecasting, to Real-time Management Workforce Scheduling Supervisor Handles ANZ-Domestic projects with 600+ FTEs combined Responsible of leading a team (3 Scheduling Analysts) Responsible of providing support for Scheduling/Planning and Forecasting Identify opportunities and suggesting way to improve efficiency of staffing and scheduling management Workforce Mission Control Supervisor Handles ANZ-Domestic projects with 600+ FTEs combined Responsible of leading a team (9 Mission Control Analysts) on 4 different sites Act as POC for all assigned projects Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment Resource Planning Management – Associate (Supervisor Level) Coordinate and administers schedule alignment in IEX. Including test schedules, making schedule official and program wide shift realignment within 600+ FTEs located in Baguio site Maintain best historical schedule patterns Workforce Offshore Scheduling Analyst Provides optimized schedules for Off Shore projects with 600+ FTEs in 4 different sites in North America Generate reports using AVAYA CMS, Blue Pumpkin Scheduling Tool and Total View IEX Communicates with Operations and other departments Workforce Mission Control Analyst Provides Real-time support for technical projects in different TP sites Monitor using WFM tools such as AVAYA CMS, WFO, Aspect RTA and Genesys CC Pulse Create reports for Daily, Weekly, and Monthly performance view for KPI Metrics Subject Matter Expert Provides technical support / information in computer trouble shooting, networking, modem set-up and router set-up for Verizon DSL Customer Care Officer I Provides technical support / information in computer trouble shooting, networking, modem set-up and router set-up for Metro Manila and Antipolo Clients Operations Supervisor Handles a team composed of 15 tech support agents Provides coaching session, learning experience, and end to end support Technical Support Specialist I-II Provides technical support / information in computer trouble shooting, networking, modem set-up and router set-up for Gateway Computers Web Developer and Data Encoder Updates the Web database for Telephony and Telegraph Works with MIS team department Encodes data entry for Telecommunications Office Employment History WFM Supervisor (end to end) – Teleperformance Philippines (Oct 2016 – Present) WFM Scheduling Supervisor – Teleperformance Philippines (Sept 2016 – Oct 2018) WFM Mission Control Supervisor – Teleperformance Philippines (Dec 2015 – Sept 2016) WFM Resource Planning Associate (Supervisor Level) – Convergys Philippines (Oct 2013 – Jun 2015) WFM Scheduling Analyst – Teleperformance USA (May 2010 – Oct 2013) WFM Mission Control Analyst – Teleperformance Philippines (June 2006 – May 2010) Subject Matter Expert – Teleperformance Philippines (Mar 2006 – June 2006) Customer Care Officer – Textron Corporation (Sept 2005 – Mar 2006) Operation Supervisor – Alorica Philippines (Feb 2005 – Jul 2005) Technical Support Specialist – Level 2 Alorica Philippines (Nov 2004 – Feb 2005) Technical Support Specialist – Level 1 Alorica Philippines (Sept 2004 – Nov 2004) Web developer / Data Encoder – Telecommunications Office DOTC (Nov 2002 – Mar 2003) Educational Background Bachelor of Science in Computer Science – Lyceum of the Philippines University -) Malate Catholic School – High School Diploma (Loyalty Awardee) -) Malate Catholic School – Elementary Diploma -) Achievements Sun Java Microsystem Subject Course Passer (Course Code SL210 and SL211) Civil Service Commission Eligible (Sub-Professional) TESDA Certified Data Encoder Personal Particulars Age: 37 years old Date of Birth: May 9, 1982 Gender: Male Status: Married Nationality: Filipino Character References Rodel Andaya – Workforce Director, 24/7 In Touch Philippines Ma.Theresa Cruz – Workforce Manager, Task US Philippines Shaun De Joya – Life Coach, Life Coach Philippines Rosalio Lopiga – Workforce Manager, Teleperformance Philippines