Raymond Cunanan

Raymond lagman cunanan Block 4 Lot 11 Romans St. Phase 3 Jordan Plaines Subd. Novaliches , Quezon City, Philippines Mobile# - E-mail:- skype:moymoycunanan Dedicated leader with 13+ years of BPO/contact center operations, client relationship management, Workforce Management, Customer Service, Telephony, Call Routing and BCRP experience. Profile 14+ years seasoned Workforce Management Experience in Contact Center Operations, professional leader with hands on experience in Workforce operations, Knowledge and experience with contact center Workforce processes, best practices concerning performance management of Call Center Mertrics and overall call center performance. Presentation of metrics and analysis optimization to create actionable recommendations and solutions. Leadership in Process improvment and strategic planning. Extensive knowledge in Real Time Management of Queue, Call Routing, Scheduling and Reporting. AREAS of EXPERTISE Hands on BPO Operations Leader Scheduling, Capacity Planning Customer Relationship Management Creating Custom Reports Business Strategic Planning Avaya Reporting and Call Routing Peformance Analysis Real Time Management of Queue Process Improvement PROFESSIONAL EXPERIENCE Pricewaterhousecoopers service delivery center (Manila). 6th Floor tower 1 Rockwell Business Center Ortigas, Pasig City Workforce Operations Manager – Resource Management ( June 2016 – Feb 2018 ) Manages the Development of Soft skills and Technical Skills of the Workforce Team, ensuring they are competent and well equipped for their current role. Prepares and Reviews Annual, Quarterly and Monthly Capacity Planning of the Centre. Ensuring that there is enough Centre Wide Capacity to handle the Demand per Territory Supported.  Presents Weekly/Month End/ Annual Performance to all Directors and Senior Managers. Resource Management of available resources, contacts and Technology. Liaises with Territory Relationship Managers on Supported Territory. Responsible for development of workforce strategy and execution to achieve customer expectations Provide leadership to multi-regional supported territories and create a culture of development to drive continuous improvement in the WFM team's performance Works proactively with internal customers to ensure that programs are managed both effectively and efficiently balancing profitability and customer expectations Drives optimal efficiency in programs through constant analysis and improvements of productivity and utilization plans Continuously audits WFM Processes, identify opportunities for improvement, and consult with Service Delivery Directors to present action plans for performance enhancement of the WFM Processess Demonstrates visionary thinking for the future of our programs, while supporting the actions that must be taken to achieve it Leads performance reviews and improvement action planning across programs Drives continuous improvement in WFM processes that adhere to the summary of roles and responsibilities for each supported Territory Delivers optimal scheduling for our clients while preserving employee value Demand Management Creates development plans for all subordinates to maintain and improve their WFM skill  levels Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty OmegA HealtHcare Management Services, Inc. 15th Floor Union Bank Plaza Meralco Ave. Pasig City Assistant Manager – Workforce Management ( June 2015 – May 2016 ) Responsible for development of workforce strategy and execution to achieve customer expectations Provided leadership to multi-regional Workforce Management teams and create a culture of development to drive continuous improvement in the WFM team's performance Worked proactively with internal and external customers to ensure that programs are managed both effectively and efficiently balancing profitability and customer expectations Developed optimal efficiency in programs through constant analysis and improvements of productivity and utilization plans Audited WFM Processes, identify opportunities for improvement, and consult with client relations and operations leadership to present action plans for performance enhancement of the programs Lead performance reviews and improvement action planning across programs Responsible for continuous improvement in WFM processes that adhere to the summary of roles and responsibilities for each program Delivered optimal scheduling for our clients while preserving employee value Ensured efficient execution of real-time management process including queue managementand intra-day variance analyses Created development plans for all subordinates to maintain and improve their WFM skill levels Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty Responsible for mentoring, coordinating, planning, and providing direction for workgroup(s) in accordance with the organization’s policies and applicable legal requirements Provided modeling and consultation for new business acquisitions as well as reviews contracts for issues related to the Forecasting, Capacity Planning, and Scheduling Functions Created and executed recovery plans for underperforming programs Created/Analyzed/Executed/Improved BusinessContinuity and Recovery Plans BDO Unibank, Customer contact center, 3rd floor #209 BDO Ortigas Ave. Greenhills San Juan Metro Manila Junior Assistant Manager 2 (November 2014 – February 2015) Real Time Queue Management. Reports Generation Analysis of Call Center Performance Recommendations / Strategies to execute Process Improvement Dell international services, 2nd floor 1800 ave building Eastwood Libis Quezon City Call Routing and Scheduling Senior Analyst, Global Call Center Operations (July 2012 – October 2014) Global Workforce Support for multiple Call Centers/Partners Real Time Queue Management of multiple sites across the Globe. Lead and Managed Projects on a Global Scale/Regional Scales Created/Audited Trouble Tickets for Internal Customers Tracked incidents, documents problems and solutions, and records all activity and communications. Global Messaging for Scheduled Downtimes, Network Issues. Break/Fix. Trouble Shooting of Call Center Tools Provided training for procedural problems associated with the supported applications and related components. Call Routing to Different Sites, Distribution of Calls according to plan. Telecom Mapping. IVR Testing Reporting SQL/Athena/Data Mining Analyzes issues, establishes priorities, anticipates consequences, makes decisions and takes action with fine attention to detail. Active Member of BCRP for Global Call Center Operations Dell international services, 2nd floor 1800 ave building Eastwood Libis Quezon City Call Routing and Scheduling Senior Analyst, Call Center Operations (February 2010 – July 2012) Workforce Business Lead for Tech Support and Sales Supported 500+ employees on current Role Supervised Analyst’s and Real Time Specialist’s Presented weekly productivity to business unit, Area Managers, Directors Generated Productivity Reports, SQL, Microsoft Query Real Time Monitoring Avaya CentreVu Reports designing, Generation, Reporting Drive/Lead/Management of projects Scheduler, Regional Database Administrator, Staffing, Capacity Planning Year to Day/ Monthly/Quarterly/Weekly Performance Analysis Ensured Business Goals are met. Ensured Business Continuity during times of Crisis Worked Closely with Managers, Area Managers, Support Teams and Business Units Regional Liason For Country/Site Operations Provided training for procedural problems associated with the supported applications and related components. Career Development of Team 1x1 Coaching Dell international services, 2nd floor 1800 ave building Eastwood Libis Quezon City Call Center Operations Analyst, Call Center Operations ( April 2007– February 2010) Supported 400 employees on current Role Supervised Real Time Specialists Presented weekly productivity to business unit, Area Managers, Directors Generated Productivity Reports, SQL, Microsoft Query Real Time Monitoring Avaya CentreVu Reports designing, Generation, Reporting Scheduler, Regional Database Administrator, Staffing, Capacity Planning Year to Day/ Monthly/Quarterly/Weekly Performance Analysis Ensuring Business Goals are met. Works Closely with Managers, Area Managers, Support Teams and Business Units west corporation, 35th Floor Export Bank Plaza Gil Puyat Ave. Corner Chino Roces Ave. Makati City Custom Operator System Support Specialist ( September 2005– April 2007) Real-Time Monitoring Scheduling of Trainings/Off Phone Activities Point of Contact for Operations Reports Generation Ensures Productivity Goals are met by Business Supports 250 Employees EARLY EXPERIENCE WEST CORPORATION – 35TH Floor Export Bank Plaza Gil Puyat Ave. Corner Chino Roces Ave. Makati, Philippines Assistant Supervisor/ Tier 3 Escalation (March 2005 – September 2005) WEST CORPORATION – 35TH Floor Export Bank Plaza Gil Puyat Ave. Corner Chino Roces Ave. Makati, Philippines Customer Service Representative (August 2004 – March 2005) VERTEX SOLUTIONS – 33RD Floor Wynsum Corporate Plaza Emerald Ave. Ortigas Center Pasig City, Philippines Customer Service Representative (December 2003 – July 2004) EDUCATION & Training Mapua institute of technology – muralla st intramuros Manila, Philippines B.S. Mechanical Engineering – (May 2004) Certifications: EWFM, Aspect, Leadership Workshop skills, LEAN Basics of Six Sigma, Presentation Skills Trainings: Performance Coaching, Driving Performance, Personal Branding, Coaching Skills Workshop TECHNICAL SKILLS SME with Contact Center CRM/Support Systems: eWFM Aspect, KRONOS, Avaya, Nortel Network, Meridian, CMS, RTA, SQL, Database Management. Microsoft Excel, Telephony Structure, UAT Champion Character references Cyrus Adre Deputy General Manager – Human Resources Omega Healthcare Management Inc.-Mobile:- Joseph Jay Jalandoon Vice President Workforce Management XEROX Mobile- Ryanne Cammayo Senior Operations Director GOOGLE Mobile- Timothy Philip Witucki Vice President for Operations TeleDirect Mobile- Richele Valla Workforce Operations Manager PriceWaterhouseCoopers Service Delivery Center Manila Mobile-