Marvin Bernados
WFM Sr. Associate
Paranaque
Summary
Highly motivated and data-driven leader with 7 years of experience in optimizing workforce efficiency and productivity. Proven ability to develop and implement strategic workforce plans that ensure high service levels while fostering a positive and collaborative team environment. Skilled in utilizing WFM software (e.g., Nice IEX to forecast staffing needs, create optimized schedules, and analyze workforce trends.
Overview
10
10
years of professional experience
1
1
year of post-secondary education
Work History
Resource Optimization Senior Associate
Google Operations Center
07.2021 - Current
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Identified potential risks to develop mitigation plans and minimize impact on project timelines.
- Introduced new products and markets and ensured that everything was in place.
- Analyzed customer data to identify trends and anticipate customer needs.
- Managed complex projects involving multiple stakeholders, successfully delivering results within budgetary constraints and tight deadlines.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
WFM Supervisor
Teleperformance Philippines
04.2018 - 07.2021
- Streamlined office operations using automation, oversaw client communications, managed record tracking and data communication activities
- Conducted data analysis to identify bottlenecks in supply chain and develop solutions to optimize operations
- Provide various scheduling analyses to ensure optimal schedules and provide staffing recommendations
- Supported senior company leaders by delivering reports outlining performance to drive process improvements
- Capture, store and report on historical statistics.
Scheduling Analyst
Teleperformance Philippines
05.2017 - 04.2018
- Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
- Keys daily exceptions requests, updates schedule and responds to escalated issues and ad-hoc requests
- Ensures that all reports originating from the department are accurate and reliable
- Generated reports to track performance and analyze trends
- Developed and implemented preventive maintenance procedures
- Manage site to ensure optimal staffing level including ICM.
Customer Service Representative Specialist
Teleperformance Philippines
03.2014 - 05.2017
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
High School Diploma -
St. Theresa De Avila School of Paranaque
Paranaque City03.2011
Bachelor of Arts - Political Science
Arellano University Manila
Manila City 06.2022 - 05.2023
Skills
Timeline
Bachelor of Arts - Political Science
Arellano University Manila
06.2022 - 05.2023
Resource Optimization Senior Associate
Google Operations Center
07.2021 - Current
WFM Supervisor
Teleperformance Philippines
04.2018 - 07.2021
Scheduling Analyst
Teleperformance Philippines
05.2017 - 04.2018
Customer Service Representative Specialist
Teleperformance Philippines
03.2014 - 05.2017
High School Diploma -
St. Theresa De Avila School of Paranaque
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