Shara Therese M. Meris

SHARA THERESE M. MERIS M: -, H: - L10 B3 Buenos Aires Townhomes Sumulong Highway Brgy. Sta Cruz, Antipolo City, Philippines 1870- SUMMARY Motivated manager with solid experience managing levels of large-scale projects, including budgeting and administration. Has extensive contact center experience and exposure in both front operations and backend support functions. WORK HISTORY Market Researcher (Fixed Period) September 15 to November 15 2020 • Interviews respondents to collect sound data and information to present to clients Contributing Writer April 2017 to April 2020 • SSI Philippines Inc. Essays PH Writes articles, blog entries, book reviews, product reviews, short stories and eBooks on a wide range of topics Senior Manager - Management Information Systems vCustomer Philippines Inc. October 2014 to December 2016 • Oversaw VCustomer Philippines’ WFM and MIS Operations Support (including off shore and on shore executives across processes) • Facilitated transition from manual to IEX-WFM intraday management for retail and telecommunications accounts and established management and escalation processes alongside it. • Improved manual payroll completion and validation for all Philippine accounts which resulted in lower employee dissatisfaction due to computation errors. • Improved finance tracking process for invoicing and forecast budgets in health and retail accounts which resulted in more efficient invoice completion and tracking. Manager – Workforce and Real-Time Management VADS Sdn. Berhad January 2010 to September 2014 • Created long term volumetric, resource and revenue forecasts for the contact center that include monthly, quarterly and annual proposals and reviews with the client. • Enhanced the Recruitment Fulfillment Process with weekly meetings with Operations, Human Resource and Training which resulted to better management and tracking of the on-boarding process. • Reviewed the contact center call routing effectiveness and identified opportunities for service improvements which resulted to meeting monthly service levels targets. • Managed the contact center's workforce team on scheduling performance and optimization of resource to ensure cost efficiencies in the center. • Managed intra-day performance and provided direction for all real-time management crisis such Systems outages, crisis escalations, etc. Section Manager – Workforce Management Stream Global Solutions August 2008 to December 2009 • Handled scheduling and forecasting teams for various telecommunications and financial accounts. • Facilitated weekly and monthly meetings with the Workforce Team, Operations and various support groups for the program handles which resulted to more effective production planning. Sr. Analyst - Workforce Management Stream Global Solutions 2005 to 2008 • Analyzed contact center trends and created short and long-term forecasts for call volume, average handle times and staffing requirements • Analyzed call drivers and recommended staffing adjustments to match trend changes • Formed capacity plans for both internal and external clients • Created schedules to Operations agents including vacation plotting, coaching and training sessions Team Leader - Operations Stream Global Solutions 2004 to 2005 • Led a team of inbound customer service professionals for financial services accounts • Oversaw team performance and provided constant feedback to ensure performance goals are met • Handled disciplinary cases for non-conformance to company rules and regulations EDUCATION Bachelor or Arts in International Studies Miriam College Foundation Quezon City, 2001