Melva Jose

Contact- www.linkedin.com/in/melva-joseabba1b24 (LinkedIn) Top Skills Scheduling Forecasting Staffing Analysis Certifications Facilitation Skills for Managers and Leaders Foundations of Corporate Training Meeting Facilitation Being Positive at Work Melva Jose Performance Excellence Manager at Quantrics Enterprises Inc. Region IVA - Calabarzon, Philippines Experience Quantrics Enterprises Inc. 3 years 3 months Onboarding Manager - Learning and Development June 2018 - Present (2 years) SM City Taytay I.T. Park, Manila East Road Brgy. Dolores Taytay, Rizal - Reports directly to the Senior Manager of Learning and Development ensuring all new hires and promoted employees are completely on board to the company's culture, values, policies, and tools - Provide refresher training for all employees in processes and tools as deemed necessary - Create and improve process and training materials for all employees to be used in onboarding training for both e-learning and classroom led training - Provide hiring and planning with Operation Directors for Team Leaders and Operation Managers - Conducts final interviews for Team Leads and SMEs - Managing Onboarding Leads that facilitates Onboarding for employees Workforce Team Leader March 2017 - May 2018 (1 year 3 months) Taytay Rizal - Managing the team of Schedulers to ensure timely and accurate scheduling using NICE IEX WFM - Work with Quantrics Operations team and Intraday team to identify, analyze and mitigate issues affecting our ability to meet requirements - Supervises compliance with established and improved process, team alignment, agent skills and other operational initiatives - Seeks to improve and optimize the team’s effectiveness in the scheduling and logistics process - Ensures that team follows short term workforce plan for voice and back office account - Works and meets regularly with Operations Team to determine scheduling and planning concerns - Provides training to team members to improve performance and enhance future development Page 1 of 7 - Work closely with training team to ensure that training for new hires, tenures and step up agents will be trained in a timely manner - Responsible for team management and multiple functions and projects - Coach and develop team members ensuring a clear understanding on how they are measured and regularly assess their performance to align with competencies and resources required - Handle escalations and change management as necessary - Allocate tasks and resources appropriately with a structured follow up system in place - Partners with Operations leaders providing training and support to ensure understanding of WFM related topics Stefanini Workforce Management Team Leader September 2016 - March 2017 (7 months) Makati City - Manage a team of 7 Workforce Specialist and 7 Real Time Analyst - Ensure each Specialist and RTA understands and meets their required tasks, objectives as well as oversees employee policy/handbook, adherence, conduct and performance. - Oversee execution of established WFM practices; ensuring delivery of required forecasts, schedules, reports and manage change requests. - Constantly communicate with Service Delivery leaders through meetings and project internal staffing review involving scheduling and intraday. - Prepared performance reports and staffing plans for management. - Identify WFM process strengths and opportunities, leading to formulation and execution of action plans or projects to address opportunities and create additional value for our stakeholders. - Writing employee performance evaluations, delivering annual merit reviews and performing other administrative tasks required or assigned. - Facilitate productivity performance review with the Operations’ utilization metrics to understand the variances from planned versus actual on a weekly and monthly basis. - Devised new processes, policies and procedures to achieve better account performance subsequently contributing to the attainment of service commitment to Clients. - Point of contact for all Workforce planning, queries and escalations, providing thorough analysis of statistical data and contributing to the improvement of business strategy and performance for both Service Delivery and clients. Page 2 of 7 arvato Financial Solutions, Global F&A Workforce Management Analyst November 2015 - September 2016 (11 months) - Provide and maintain capacity planning reports for short and long term needs to evaluate the organization’s resources and staffing needs to develop longterm plans in meeting business requirements. - Provide analysis and report for transaction volume forecasts and staffing requirements for the business in a weekly, monthly and quarterly basis. - Created and maintain local and global headcount roster, attendance template and staffing report. - Maintain easily accessible historical reports of account transactions, invoicing and payment patterns and other data as business dictates. - Prepared performance reports and staffing plans for management. - Create staffing models using historic data for forecasting purposes using Microsoft Excel and Google sheets. - Developing and implementing support staffing solutions for both Arvato and client. - Provide planning and staffing for peak and off peak season, holidays and emergency situations for Business Continuity in collaboration with Service Delivery Team and other departments that may impact business operations. - Facilitates productivity performance review with the Operations’ utilization metrics to understand the variances from planned versus actual on a weekly and monthly basis. - Point of contact for all Workforce planning, queries and escalations, providing thorough analysis of statistical data and contributing to the improvement of business strategy and performance for both Arvato and client. Medicard Philippines Inc. Workforce Supervisor February 2015 - September 2015 (8 months) Makati City -Provide and maintain capacity planning support for short and long term needs that evaluates the organizations resources and staffing needs and develops long-term plans to meet business requirements. -Provide call volume forecasts and staffing requirements to Customer Management Group in a weekly and monthly basis. -Maintain and analyze call center trends including call volumes, call patterns, staff productivity, and attrition rates to ensure service needs are met. -Create schedules for call center associates based on their skills to meet service level and abandonment rate goals using eWFM. Page 3 of 7 -Provides scheduling support intraday management, reporting and forecasting support to the CMG Department Head. -Analyzes data and make recommendations for improvement, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives. -Process new agents, terminations, shift swaps, time off requests, schedule exceptions and schedule bids. -Track and report absenteeism, schedule variance and forecast deviations. -Monitor volume and respond to unexpected changes in call volume by adjusting resources to meet business needs through Real Time Adherence Tool and Enterprise Monitoring Reports. -Maintain and analyze reports related to call volume, handle times and off phone activities for multiple queues to project Call Volumes and Average Handle Time. -System Issue Management. Act as one of the call center leads during systems implementation and outages. -Administrative task involving collecting agents’ scorecard and ranking on a monthly basis, HR schedule filing and leave approval through Jeonsoft. Review, develop and revise KPIs for agents to ensure that the quality service is provided for the clients and motivate morale for the employees. -Implemented performance incentive plan to promote good attendance, overtime and low AHT for the department. Trend Micro Senior Engineer - Workforce Management August 2011 - February 2015 (3 years 7 months) Ortigas Center Pasig City Provide and maintain capacity planning support for short and long term needs. Evaluates the organization's resource and staffing needs and develops longterm plans to meet business requirements. Provide call volume forecasts and staffing requirements to Operations Management teams in a weekly, monthly and annual basis. Provide call pattern reports and analysis to Operations Management. Maintain an easily accessible historical database of call volumes, call patterns and other data as business dictates Maintain and analyze call center trends including call volumes, call patterns, staff productivity, and attrition rates to ensure service needs are met. Coordinate with various departments and perform all capacity planning activities in facility. Ensure compliance to all guidelines and optimal utilization of all resources. Page 4 of 7 Create schedules for engineers based on their skills to meet service level and abandonment rate goals using Microsoft Excel. Provides scheduling support intraday management, reporting and forecasting support to the Workforce Manager. Issues necessary statistics and reports to supervisors and staff. Analyzes data and makes recommendations for improvement, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives. Create, review and revise schedules for each queue to achieve service level goals and maintain equal utilization between queues while still keeping them manageable. Maintain and analyze reports related to call volume, handle times and off phone activities for multiple queues to project Call Volumes and Average Handle Time. System Issue Management. Act as one of the call center leads during systems implementation and outages. Trained staff on workforce processes and the use of workforce tools. Providing them coaching for better understanding in dealing with clients and colleagues that require Workforce intervention. Transcom Business Planning and Scheduling Analyst November 2010 - August 2011 (10 months) - Prior to project start, create and revise preliminary master schedules for Operations detailing the sequence of all work to be performed. - Maintain master schedule for each project and identify and record the impact of work performed and not performed as scheduled. Evaluate actual construction progress and provide regular schedule updates. - Maintaining advisor schedules within workforce management applications (eWFM) - Coordinate with Support Leads, Business Managers and Directors for planning strategy mainly focuses on Intra-day planning, Staff plan, work order hours and service level. - Assist the Support Leads in creating short-term schedules, monitor such schedules to determine impact on master schedule, and help in formulating actions to correct scheduling problems. - Information management and reporting - Managing the campaign roster - Workload balancing, distribution, and forecasting utilizing Workforce Management (WFM) tools. Page 5 of 7 JP Morgan Chase & Co. 3 years 9 months Business Analyst February 2008 - October 2010 (2 years 9 months) - Use workforce management system using Aspect eWFM's tracking module and Real Time Adherence Software, spreadsheet tools, call system tools, and other resources to schedule agents to provide effective coverage for inbound phone and correspondence volume management to achieve desired service levels. - Coordinate periodic shift rotations and develop optimum schedule sets with Enterprise Scheduling or Fraud Networking on the implementation of schedules. - Assist with coordinating the schedule of team meetings, supervisor coaching sessions, training, and other scheduled off phone activity. - Monitor Real Time Adherence statistics, helping to ensure agent’s are on the phones during scheduled phone hours, entering real-time exceptions into Aspect eWFM (Absence, Tardiness, Leave Early, Meetings, Overtime, Etc.) - Interface with IT, contact sites, and leadership team to coordinate system outages or activities that may affect productivity. - Provide training for managers and new hire employees the usage of eSP. RISK MANAGEMENT ANALYST February 2007 - April 2008 (1 year 3 months) 14th floor, Philam Life Tower, Valero Street Makati City - Handling calls for Card members reporting fraud transactions in their credit card. - Responsible for reviewing security information and account activity with the customers, identifying the type of fraud and setting accounts up for investigations. - Assisting in taking inbound calls from the merchant, merchant centers and branches with the purpose of detecting fraud or providing authorizations at the point of sale. - Interviewing the customer at the point of sale and verifying their security information and account activity. - Plays a key role in contributing to the profitability of the organization and directly impact our bottom line by minimizing losses that result from fraud. TeleTech SENIOR CUSTOMER SERVICE REPRESENTATIVE February 2006 - February 2007 (1 year 1 month) Page 6 of 7 Robinsons Junction, Cainta, Rizal Convergys HOME NETWORKING LEVEL 1 February 2004 - July 2005 (1 year 6 months) Robinsons Equitable Tower, ADB Avenue Ortigas Pasig City Education Central Colleges of the Philippines Bachelor, Industrial Engineering · (1997 - 2001) Page 7 of 7