Madelene Guerra

GUERRA, MADELENE R. 694B Maria Cristina St. Lealtad Sampaloc, Manila --Madelene Guerra Madelene Guerra Objective To be a part of a people first company. To contribute my knowledge and experience in real time and scheduling to drive each projects efficiency. To share my excel skills in innovating templates that could improve work. Education Bachelor of Science in Information Technology | Informatics College Manila June 2017 – up to present Secondary Education | Joseph Marello Institute June 2008- March 2012 Primary Education | San Juan West Central Elementary School June 2002- March 2008 Experience Workforce Management Supervisor | Teleperformance Philippines Feb 17, 2017 – up to present Responsible in handling group of Real Time Analyst. Ensure to drive cost efficiency of different projects through proper management of shrinkage. Workforce Management Scheduling Analyst | Teleperformance Philippines Jan 15, 2016 – Feb 17, 2017 Responsible providing agent schedules that will align client requirements. Ensure that we have the right staffing in an interval level. Awarded as Blue Diamond under “PROFESSIONALISM” category on February 2017 Awarded as Employee of the Year for 2016 Workforce Management Mission Control Analyst | Teleperformance Philippines Feb 15, 2015 – Jan 15, 2017 Responsible in sending Intraday Reports, Real time monitoring, Hourly Reports and ensuring agents are adhering to their schedule Awarded AS Employee of the Month for November 2015 Customer Service Representative | Teleperformance Philippines June 17, 2014 – feb 15, 2015 Responsible in providing excellent customer service to customer. Assisting customer with their needs and concerns. Awarded TOP Performer and Best in QA Skills Microsoft Office IEX/Aspect Communication Customer Experience Real Time Monitoring Capacity Planning Staffing Analysis Scheduling Activities I was able to attend WFM trainings including Workforce 101, Excel 101, Scheduling 101 and TPS (Teleperformance Staffing) 101 which contributed to my knowledge on how Workforce Management works and how to better fulfill my duties and responsibilities. I also attended Supervisor Foundation Training and Alpha Leadership training. These training help me develop my people management skills and leadership skills. Character references Mary Rose Delos Reyes | Assistant Center Manager, Operations Teleperformance Phillipines - Sonny Cris Manalang | Center Manager, Operations Teleperformance Phillipines - Raymond Neil Mira | Manager, Workforce Management Teleperformance Phillipines -