Suellen Manduriaga
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Accomplished, decisive, and driven professional with over 13 years in Call Center and Workforce Management
experience and a record of developing proactive relationships with customer accounts. Employ exceptional skills
including written and verbal interactions with strong research and analytical skills. Expert Workforce Manager
with the ability to mentor, provide educational inputs and guide my junior staff. Exceptionally talented in Customer Service piece and had the chance to service in an Airline Company as a Chief Supervisor in Reservations. Well
versed in financial analysis and invoicing.
Work Experience
Workforce Mgmt. Analyst
Sitel
Workforce Manager
iQor (RMS Collect) Phils.Jan
Oct 2017 – Present
Maintains operational and client
relationship
Set performance goals for individual
employees in accordance with
institutional policies
Improves upon and monitors
department performance to promote
optimal growth
Workforce Manager
Tink Labs
Jan 2017 – May 2017
Manage and provides technical support
to Real-Time and Reports Analysts
Involves in Process Improvements and
Project Implementations
Maintains high level reporting for the
site using Salesforce
Apr 2007 – Feb 2012
Part of the Implementation Team for the
account until steady state.
Real-time Operations and Queue
management
Submits Monthly forecast, Daily
Forcedesk Reports
Skills
Workforce Management
Analytics
Process Improvement
Process improvement and analysis
Management Interaction, Client
Interaction On-site and offshore
Financial Planning
Have handled several campaigns such
as Technical, Financial, Sales, Telecoms
and Back Office
Performance Management
Tools and Applications
Business Process
Advanced Microsoft Excel, Salesforce,
SAP Business Objects, Freshdesk,
Google Sheets, Tritel, Avaya CMS,
Aspect eWFM, Verint, IEX, Kronos
Forecasting
Scheduling
Workforce Lead
Tata Consultancy Services
Education
Maintain positive relationships between
clients and operations team
La Consolacion College
Mendiola Manila
Bachelor of Science, Major in Tourism
Jun 2000 - Mar 2004
Held Partial Scholarship
Provides Business Analysis and
Financial Forecast for the process and
responsible in Financial Billing
Awards & Recognition
Feb 2013 – Jan 2017
Responsible in client engagement
Asst. Workforce Manager
Transcom Philippines
Feb 2012 – May 2012
Improves upon and monitors
department performance to promote
optimal department growth
Provides technical support for eWFM /
Aspect Users
Controls workforce performance
through the monitoring of work order
lifecycle KPIs
Invoicing
CRM Familiarity
MS Office Proficiency
Lean Six Sigma - Greenbelt Certified
Apr 2015 at Tata
Management
6 Kaizen Projects Implemented
Jan to Dec 2014 at Tata
Leadership
eWFM Certified
Bellshill, Glasgow UK at Virgin Media
Teamwork
Basic Training for Trainers
Dec 2009 at Sitel
Communication
Top Support Award
Apr 2015 at Tata
Mar 2008 at Sitel
References
LinkedIn
https://www.linkedin.com/in/suemanduriaga
