Mary Bernadette Noriega

NORIEGA, MARY BERNADETTE CHUA Email:- EDUCATIONAL ATTAINMENT College Bachelor of Science- Hotel and Restaurant Institution Management DLSU- College of Saint Benilde, Taft, Manila SY- High SchoolSaint Mary’s Academy, Pasay City SY- ElementaryAssumption College, Makati City SY- WORK EXPERIENCES Sitel Philippines 25th Floor Cyber One Bldg #11 Eastwood Ave, Eastwood City Cyberpark, E Rodriguez Jr Ave, QC (February 2006- February 2011) Workforce Supervisor (Site Eastwood II) February 2007- February 2011 Support the call center in terms of daily operations and ensure that reporting and scheduling deadlines are met. Communicate with client services, operations team, Training & HR teams to ensure that all objectives are met. Provide on-going coaching and development to the WFM Team to ensure that current business requirements are met while building a platform of continuous improvement. Provide support for, and input on, strategic initiatives as they relate to the site’s overall performance and operating environment covering HR, Hiring, and Operations & Planning. Support the Workforce Coordinators to schedule off line events and training. To plan staffing based on forecasted volumes by channel including calls, chat and emails. Support Reports Analyst to ensure accuracy of the reports being sent to clients and internal teams. Coordinate the standardization of reporting across various campaigns and developing specialized reports as required. Support the ROC Team in forecasting and planning for the daily workload including inbound and outbound calls, chat, emails to the achieve service level goals. Support the Site in forecasting and planning for the daily workload including inbound and outbound calls, chat, emails to the achieve service level goals. Ensures that BTP% target is met for the site and handles invoicing data to the cente Workforce Coordinator February 2006- February 2007 Analyzes all actual call volume arrival and AHT patterns for Virgin Blue, T-Mobile and Virgin Mobile Australia Updates reports necessary for forecasting and scheduling through IEX Works with WFM Manager in generating locked forecasts Provides data on forecasted calls and scheduled agents for the coming week to the Client Coordinates with Operations and Client regarding phone and non-phone activities that are going to affect the schedules to be generated Processes schedule requests, swaps, and leave requests Maintains Agents database across for Virgin Blue, T-Mobile and Virgin Mobile Australia. AMBERGRIS SOLUTIONS 31/F Discovery Center 25 ADB Avenue, Ortigas Center Pasig City 1605 (October 2002- February 2006) Workforce Analyst April 2004- February 2006 Analyzes all actual call volume arrival and AHT patterns Updates reports necessary for forecasting and scheduling through Blue Pumpkin Works with Work Force Management Supervisor in generating locked forecasts Provides data on forecasted calls and scheduled CIAs for the coming week to the Call Center Coordinators Coordinates with Operations regarding phone and non-phone activities that are going to affect the schedules to be generated Processes schedule requests, swaps, and leave requests Maintains CIA database across all accounts Completes special projects and/or functions as required in the performance of Ambergris Solutions’ daily business requirements. Call Center Coordinator January 2004- April 2004 Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity (after weekly shifts have been given out). Performs real-time monitoring of center performance, observing and responding to performance-impacting occurrences, entering exceptions, deploying staff, documenting special situations, executing escalation processes and assuring real-time support to call center staff. Alerts management of the need to adjust staffing and recruits for overtime. Act as the central point of contact for all schedule exceptions and time off requests Assure the timely dissemination of reports and information Updates CMS agent groups and split/skill lists. Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team. Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed. Completes special projects as required. Reports to the Call Center Supervisor, Operations Directors and Operation Managers. Total flexibility with shift. Ability to work independently and meet established deadlines. Other functions as required in the performance of Ambergris Solutions daily business requirements. Customer Interaction Agent Ambergris Solutions Inc. October 2002 – January 2004 Handled inbound calls for six months (Epixtar account) Providing customers information about their queries and complaints Recognized as an Escalation Agent – acting as supervisors among fellow agents and responsible for taking calls which needs immediate attention. Handled outbound calls for almost 14 months (HHMI account) Doing an IT research study over Private & Public Companies, Schools, Universities and Government agencies over USA & Canada. SONY LIFE PHILIPPINES PBcom Tower (35th Floor) 6795 Ayala Avenue corner V.A. Rufino Street Makati City, 1226 Administrative Assistant (Human Resources and Finance Department) July 2001- October 2002 Monitoring supply inventories and purchases of the Finance and Human Resource Department. Reports directly to the Vice-President of Finance Interviewing of applicants BISTRO AMERICANO T.G.I Fridays Glorietta III, Level 3 Ayala Center, Makati Banquet and Sales Coordinator November 2000- August 2001 Responsible for meeting and getting clients for the restaurant In-charge of events and promotions. In charge of computation for Payroll and Overtime of overall employees SKILLS AND QUALIFICATIONS: Problem Solving and Decision Making Is able work under pressure and make decisions. Can anticipate and resolve problems. Unique Knowledge and Skills Strong management and team building skills in order to manage a team of diverse individuals and coordinate within a multi-site, multi-skill international environment. Able to effectively communicate the Customer Service vision and strategies and build organizational consensus through verbal and written communication. Able to influence decisions at senior management levels within Workforce Planning and with business partners. Strong analytical skills specifically relating to forecasting contact demand and staff planning for a multi-site service operation. Strong verbal, written communication and interpersonal skills. Experienced in scheduling, workforce planning, reporting, analyzing, and real time operations. Strong word processing and spreadsheet software skills preferably Word, Avaya CMS and Excel. Including building and analyzing reports. Knowledge of scheduling process and automated software IEX TotalView and Blue Pumpkin. Knowledge of Real Time Monitoring using Symposium, IEX Total View, Avaya CMS, Blue Pumpkin and Enterprise. Able to adhere to all organizational policies and procedures. Able to maintain confidentiality Able to work time constraints and meet deadlines.