Noreen Gorospe | Freelancer Resume

Lirio Noreen S. Gorospe #18 Unit-1 Gemini St., Pamplona Park Subd., Pamplona Dos, Las Pinas City Contact: - |-LinkedIn: https://ph.linkedin.com/in/noreensamonte SUMMARY BPO professional with 14+ years of overall work experience; 6 years have been focused on Project Management role, managing 7-10 clients simultaneously, ensuring project launch success by firmly implementing company standard procedures Specialties: Operations, Project Management, Intraday Management, Agent Scheduling, New Business Start Up and Process Implementation Yellow Lean Six Sigma Certified SKILLS Problem-Solving Decision-Making Leadership Proven Ability to Manage Multiple Projects Simultaneously Time Management, Ability to Work Under Pressure Self-Motivation in a Fast-paced Work Environment Proficient Verbal and Written Communication Team Management Resource Management and Allocation WORK EXPERIENCE Sr. Analyst, WFM Implementation Alabang 2 Site, Convergys-Concentrix Philippines November 2011 to present Manages multi-site project implementation simultaneously, with 10-1,000 agent FTE, depending on projected ramp upon launch Works with high-level profile employees in different work groups Serves as the lead support for Workforce Management Team during new business implementation Provides end-to-end project support and management to the WFM team Evaluates and delegates tasks to the team members to ensure timely delivery of products and output for the project launch Works with the Global Implementation Office to ensure WFM receives vital information for business continuity Functions as SME in absence of other team members during weekly status meetings Provides weekly status report to Workforce Management team, and internal clients (Program Management, Operations, ID Profiling team, Client Services) to drive team performance to meet and exceed deadlines Identifies WFM performance gaps and facilitates root cause identification and corrective action by partnering with internal WFM team, Operations and Account Management Team via hosted conference calls Maintains project documents and confidential records to ensure report integrity and accuracy Coordinates with the IEX Platform Business group for scheduling tool key set up Ensures all agent profiles are loaded to the correct IEX server and other reporting tools Creates agent schedules in IEX, if necessary, for payroll accuracy and reporting purposes Creates job requisition in the Talent Acquisition system, if necessary Ensures Agent Timekeeping and Scheduling tools are connected prior to project launch for payroll purposes Provides project summary to Workforce Management team, and internal clients (Program Management, Operations, ID Profiling team, Client Services) to ensure all assignments are completed prior to project launch Placement Manager Convergys One Ayala Makati Site, Convergys Philippines August 2009 to November 2011 Managed integrity, accuracy and timeliness for all seat reservations in all Philippine sites Provided resolution for optimal placement of all personnel seats based on new and existing growth opportunities, capacity requirements and utilization Developed site strategies for maximizing capacity and/or consolidating programs WFM Scheduling Analyst Alabang 1 Site, Convergys Philippines March 2008 to August 2009 Managed 1,000 FTE agent schedules Maintained agent level information within scheduling software database (i.e. IEX Total View) Function as a consultant to client/operations on staffing requirements, setting thresholds (overhead, time off, overtime, absences, etc.) Managed agent schedules, preference, time off requests, and shift bid processes Provided hiring needs and scheduling analysis to Operations team Prepared statistical reports and perform daily, weekly and monthly trend analysis and project reports for Operational performance review Team Leader Alabang 1 Site, Convergys Philippines Feb 2007-March 2008 Managed 7-10 (level 2) agents and their career path and development Ensured program processes are followed at all times Managed intraday client, program, or line of business performance to meet or exceed contractual requirements in collaboration with Operations team through defined Service Level Agreements (e.g., terminated agents, preferences, team changes, skills, etc,) and execution of schedule commitment process Managed intraday agent productivity, performance exceptions and schedule adherence in collaboration with Operations and WFM Command Center Communicated agent efficiency successes (top performers) or issues (needs improvement) to Operations Management Team so that they can provide direct coaching/feedback to the agent, and recommend proper and timely solutions Collaborated with Client Services, Workforce Management, and Operations team during design and deployment of new or changed programs or lines of business to define operating performance targets and procedures Real-Time Analyst Alabang 1 Site, Convergys Philippines December 2004 – January 2007 Ensured operational targets are met through real-time monitoring of agent productivity and schedule adherence Executed system modifications (e.g., schedule updates and queue moves) and/or issue procedural notifications based on trigger events e.g., AHT, volume, attendance, etc. and Input intraday scheduling exceptions as required (e.g. training, breaks, lunches, meetings, VGH, overtime, IGH, etc.), Provided floor management direction, report operational results, through face-to-face communications, emails, phone, and other channels Customer Service Representative Alabang 1 Site, Convergys Philippines August to December 2004 Maintained basic knowledge of client products and/or services; offer solutions to basic customer issues Used decision-support tools to respond to common customer work, service order inquiries and requests Provided support for escalated issues and specialist queries Presented customer solutions to issues that are typically non-standard and require extensive clarification Provided daily task support to Team Leaders and Operations Managers EDUCATION AB – Communication Arts Colegio de San Juan de Letran, 2002 TRAININGS/CERTIFICATIONS Management Development Program Convergys Philippines February 2007 COPC Management Training Convergys Philippines February 2008 Yellow Lean Six Sigma Certification Six Sigma Philippines September 2016 REFERENCES Maria Genevieve Faraon HR Services, Capital One Alabang Northgate Cyberzone- Ava Williams Sr Manager, Workforce Management Convergys-Concentrix, North America - Hazel Lagasca WFM Manager, Convergys-Concentrix Alabang Northgate Cyberzone-