Maridel Vinarao

 Maridel Añonuevo Vinarao Block 215 Lot – 32 Dinar Street North Fairview Subdivision, Quezon City 1121 Contact Number : 0905 – 512 – 8749 Email Address :-  Work Experience : Workforce Forecasting and Scheduling Analyst Alorica 18th Floor Eton Cyberpod III, Quezon City August 22, 2016 – October 12, 2017 Shift Bid Shift realignments spanning an entire line of business. Permanent schedule adjustments for a subset of agents. eWFM Houskeeping. Billable Hours Projection and tracking. Global Workforce Management Associate Analyst (Trainer) Xerox Business Services Philippines Inc. 7th Floor OEC Building Harbor Driver corner Sunset Avenue Mall of Asia Complex, Pasay City December 22, 2015 – May 6, 2016 Responsible for activities involving quality assurance and compliance with applicable regulatory requirements. May perform one or more of the following: Develops and implements total quality management (TQM) programs and initiatives. Conducts audits and reviews/analyzes data and documentation. Develops, implements, and leads key process improvement efforts and influences cross-functional efforts. Assists in the development of systematic approaches, for assuring high quality services. Identifies the interface of the key activities within and between the functions of the organization. Integrates and aligns the processes that will best achieve the desired results. Makes continual improvement of products, processes and systems. Global Workforce Management Planning Analyst Teletech March 22, 2011 – November 30, 2015 11Th Floor Robinsons Cybergate III, Pioneer Street, Mandaluyong City January 1, 2015 – November 30, 2015 Locked Forecast Review Formal acceptance/ revision/ rejection of client forecast. Call – Staff Plan Review Touchbase with Operations Lead/s and other department regarding staffing. eWFMHouskeeping Delete old schedule runs, trial sets and forecast. Shift Bid Shift realignments spanning an entire line of business. Mini Bid Permanent schedule adjustments for a subset of agents. Officialize schedules Generate/ publish official schedules. Hire Plan updates (rolling 13 month) Consider : Headcount, attrition, absenteeism, AHT, occupancies, delivery %. New Hire Schedules New hire schedules. Seat Forecast Seat Sharing Ratio Seat forecast for upcoming months. Billable Hours Projection and tracking Maintaining historical data Workforce Specialist II– Scheduling and Forecasting January 16, 2013–December 31, 2014 4th Floor SM City Bacoor General Aguinaldo cor. Tirona Highway Bacoor Cavite 4102 Workforce Specialist I – Real Time Monitor March 21, 2011 – January 15, 2013 Bldg 4 SM City Pampanga Lagundi, Mexico Pampanga Workforce Specialist I - Real Time Monitor March 21, 2011 – January 15, 2013   Hinduja Global Solutions 86 Eulogio Rodriguez Jr. Avenue Libis, Quezon City 111 August 2010 – September 2010 Convergys Delta Building UP Ayala Land TechnoHub Quezon City May 2010 – July 2010 Telus International Philippines 5th Floor Market! Market! Bonifacio Global City, Taguig MM June 2008 – May 2010 SME – Tier III agent. Handles Billing Issue/Inquiries, Credit Issue/Concerns, MVO, New Service (Sales) and Transfer of service. P1 Agent  (Handles Loyal Customer Accounts) Tier 2 Escalation – taking in escalated call; account supervisor queue. Floor Walker – do floor support to new batch / wave (newbies), call monitoring and coaching. OIC Team Lead – handle a team of 12 agents. Academy 21 11th Floor Strata Building Emerald Avenue, Ortigas Pasig City Online English Teacher YBM Sisa Account January 2008 – May 2008 Teaches English grammar, pronunciation, edit students writings and free talking to Korean students.   Sky English Plus 26 Panay Avenue, Quezon City ESL Teacher 1:1 and Group Teacher June 2007 – December 2007   Teaches English grammar, pronunciation, edit students writings and free talking to Korean students. Beginner Level to Level 5 Students.   Personal Vitae :   Date of Birth : October 01, 1987 Place of Birth : Cavite City Gender : Female Religion :The Church of Jesus Christ of the Latter Day Saints (Mormon) Father's Name : Mariano F. Vinarao Occupation : Government Employee Mother's Name : Emily A. Vinarao   Educational Background :   Primary : Manuel S. Rojas Elementary School R. Basa Street San Roque, Cavite City 1992 – 2000   Secondary : Sangley Point National High School Naval Base Cavite City 2000 – 2004   Collegiate : Technological University of the Philippines Manila, Philippines BS Civil Engineering June 2004 – October 2004   Philippine College of Criminology Sta Cruz, Manila BS Criminology November 2004 – October 2006   Skills and Capabilities : Know various application as Citrix (IEX and EWFM), Outlook, Excel, Avaya, Cisco, CMS and Avaya. Computer literate. Abilty to multi – task and work with minimal to no supervision.   Training/s : Six Sigma White Belt (e-Course) Call Center Fundamentals Real Time, forecasting and scheduling trainings. Character Reference : Annalyn Tan Workforce Team Manager Teletech 5Ecom- Mark Munar Workforce Team Manager Teletech Pioneer- Patrick Jearvin Cruz Assistant Workforce Manager Citi Bank Makati -     Jeffrey Lijffijt Workforce Manager, Center of Expertise Xerox, The Netherlands-