Kenneth Zamora C.

• · Perform weekly balancing for products, optimizing resource allocation.
• · Coordinate scheduling to ensure efficient resource deployment.
• · Analyze data and collaborate with operations to optimize scheduling.
• · Maintain accurate records and documentation.
• · Continuously improve scheduling strategies.
• · Communicate effectively with stakeholders to ensure alignment.
• · Realign resources in real-time to optimize coverage and meet service level targets.
• · Coordinate staff scheduling requests, including swaps, PTO approvals, and slips of absence.
• · Maintain a balance between employee needs and volume demands for supervisor's approvals.
• · Responsible for changes using tools such as Cisco, Amazon Connect, Salesforce, and Playvox.
• · Provide accurate and timely reports for daily and monthly performance monitoring.
• · Develop and maintain scheduling functions and strategies for multiple product lines.
• · Collaborate with managers and supervisors in operations to ensure effective scheduling implementation.
• · Perform additional tasks as required, including maintaining and updating the scheduling structure and configuration.

· Developed and implemented 24x7 workforce models.

· Conducted comprehensive analysis to drive operational excellence.

· Monitored KPIs and SLAs for efficiency.

· Led Five9 telephone system implementation.

· Collaborated on business development initiatives.

· Facilitated seamless account transitions.

· Designed scheduling framework for 100-person workforce.

· Streamlined vacation tracking for operational efficiency.

· Utilized data from 21 accounts for staffing optimization.

· Oversaw Five9 implementation and new technology deployments.

· Orchestrated marketing campaigns and optimized budget allocations (IVR)

· Designed impactful training sessions for skill enhancement.

· Drove strategic initiatives for organizational growth.

• · Manage daily RTA monitor/ scheduling operations
• · Make and planning presentations to new hires and staffing to clarify what WFM needs in order to reach Site/Vendor demands.
• · Staffed and outlook appropriate utilizing intraday and historical data to weekly/monthly forecast while identifying opportunities to increase efficiencies
• · Scheduling (off activities, teams meeting, trainings etc.) for headcount of 300+ agents
• · Ensure shrinkage and off phone activities are planned appropriately in order to maximize utilization targets.
• Mentored junior analysts on best practices in workforce management analytics techniques.

• · As Resolution Supervisor, excelled in resolving most challenging customer escalations regarding their accounts and finances, including assessing and retaining credits
• · Provided technical support and collections assistance when needed, ensuring comprehensive assistance for clients
• · Proficiently managed financial data analysis, optimized collections strategies, and provided expert guidance to meet organizational objectives
• · Additionally, actively contributed to nesting trainings and provided coaching sessions for risk specialists, fostering continuous improvement and team success.

• 'JumpStart': Manage around 20 people per training and develop their English Reach goal of people graduate per shift.
• Supported engaging, fun, and smooth-running events by helping with organization and planning.
• Used strong interpersonal communication skills to convey information to others.
• Supported public relations efforts by representing the organization at various community events, building positive relationships with potential supporters.