Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Personal Information
Timeline
Generic

VLADIMIER MAGARRO-HUERTA

Quezon City

Summary

Dynamic Workforce Capacity Sr. Analyst at Citibank N.A, ROHQ, skilled in workforce forecasting and operational efficiency. Proven track record in enhancing processes and mentoring teams, driving significant improvements in capacity planning and client relationships. Adept at data analysis, ensuring compliance while safeguarding company reputation.

Overview

26
26
years of professional experience

Work History

Workforce Capacity Sr. Analyst

Citibank N.A, ROHQ
Makati
01.2015 - Current
  • Act as a workforce management expert, applying knowledge across Citi Business.
  • Oversee segments of workforce management to enhance operational efficiency.
  • Recommend and implement new work procedures to improve processes.
  • Collaborate with operations teams and other departments to achieve objectives.
  • Mentored junior analysts to foster skill development.
  • Integrated subject matter expertise to contribute to overall business goals.
  • Assessed risks in business decisions, ensuring compliance and safeguarding company reputation.

Sr. Workforce Management Analyst

Sykes Asia Inc.
Manila
10.1999 - 12.2014
  • Company Overview: http://ph.sykes.com | http://www.sykes.com
  • Responsible for developing client ramp up plans and forecasts by analyzing trends, modeling AHT, attrition, scheduling scenarios, and interpreting future client needs.
  • Act as a level 2 escalation point of contact for GRP and serves as consultant on all WFM related analysis for Business Development and Sales and Marketing Team.
  • Provide WFM consultations to both serviced and non-serviced Accounts including Client Request for Proposals as requested by Business Development and Sales and Marketing Team.
  • Interprets account SOW (Statement of Work) and creates assumption (AHT, SLA) to be used in forecast creation.
  • Builds weekly, monthly and quarterly volume projections, staffing and capacity plans, or reduction plans by account and line of business and monitors forecasting accuracy.
  • Analyzes forecast trends, AHT, attrition, scheduling scenarios, and sets staffing tolerances per time interval.
  • Creates preferences and applicable templates to effectively optimize schedules for the account’s Hours of Operation (HOOP) / Hours of Support.
  • Maintains schedule efficiency through approved scheduling parameters by running 'what-if' scenarios to maximize service level agreement of the account.
  • Identifies and recommends solutions for operational and service problems based on historical volume and staffing analysis and future projections.
  • Develops and updates as necessary process documentation on workforce management for auditing purposes.
  • Http://ph.sykes.com | http://www.sykes.com
  • Performed trend analysis on historical data to identify areas for improvement or optimization.
  • Provided recommendations for process improvements related to scheduling, attendance, and hiring practices.
  • Facilitated meetings with stakeholders to discuss issues related to workforce planning.
  • Conducted regular reviews of staff workloads in order to maximize efficiency levels.
  • Implemented changes to workforce strategies based on changing business needs.
  • Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
  • Collaborated with senior and department leaders to develop and implement workforce plans.

Team Leader

Sykes Asia Inc.
Manila
  • Company Overview: http://ph.sykes.com | http://www.sykes.com
  • Conduct team meetings.
  • Monitors Report’s Analyst’s performance and updating their records on a regular basis.
  • Monitor technical skills of Reports Analysts and recommends additional training when needed.
  • Check email tracking databases regularly for incidents that need to be mentored.
  • Plans, assigns and direct work to the team/employees in cooperation with Supervisor.
  • Manage new programs as appointed by the Senior Account Manager.
  • Http://ph.sykes.com | http://www.sykes.com
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.

Sr. Reports Analyst

Sykes Asia Inc.
Manila
  • Company Overview: http://ph.sykes.com | http://www.sykes.com
  • Gather/generate reports (operations – volume, utilization etc.).
  • Provides daily, weekly, monthly statistical reports to clients/accounts.
  • Assesses, reports and, where possible, improves the effectiveness of all report templates/processes.
  • Provide technical specialized input to accounts when and where necessary.
  • Communicates to supervisors, managers, trends and based on statistical reports.
  • Collate and prepare all client billing (invoices) on time.
  • Contributes to the other projects if requested.
  • Http://ph.sykes.com | http://www.sykes.com
  • Developed dashboards, scorecards and other visualizations to present key performance metrics.
  • Scheduled meetings to address exception reporting issues and solutions.

Technical Support Engineer

Sykes Asia Inc.
Manila
  • Company Overview: http://ph.sykes.com | http://www.sykes.com
  • Accountable for providing a high level of customer support on product inquiries.
  • Ensures that all communication with customer is within the guidelines of the client.
  • Follows prescribed problem solution procedures.
  • Handles customer’s product usage questions.
  • Ensures that cases and call backs are logged in accordance with the Data Quality guidelines.
  • Reaches and maintains the level of technical competence and customer service skills as required for the post.
  • Ensures that all data is collected accurately.
  • Ensures that service levels are achieved as communicated by the Account Manager.
  • Http://ph.sykes.com | http://www.sykes.com

Education

Bachelor of Science - Nursing

Philippine College of Health Sciences
Manila, Philippines
12.2006

B.S. Commerce - Computer Science and Information Technology

Centro Escolar University
Manila, Philippines
03.1998

Secondary School -

Marymount School
Manila, Philippines
03.1994

Skills

  • Workforce forecasting
  • Operational efficiency
  • Data analysis
  • Process improvement

Affiliations

Prometheus Cohort (Women Leadership Development Program) – 2023–present

GWFO VOE Lead – 2022

Xceptor Certification (Data Automation Platform) – 2022

PBWM CAO Shadow Program (reduce and introduce the governance of local ARCMs) – 2022

Achieved Gold Award in Citi Gratitude for CiPRA Project (Citiphone Performance Report and Analysis Dashboard) - 2019

§ Joined LEAD Program – August 2016

Awarded as GWFO Shining Star, March 2015

  • Year-end performance rate: 2015 – highly effective, 2016 – exceptional, 2017 – consistently strong, 2018 – highly effective, 2019 – consistently strong, 2020 – consistently strong, 2021 – consistently strong, 2022 – consistently strong, 2023 – consistently strong, 2024 – exceeds expectations

Accomplishments

  • Registered Nurse (RN), 2008
  • Microsoft Office User’s Specialist (MOUS), Microsoft Word 2002/XP Core, 07/01/02

References

Available upon request

Personal Information

Date of Birth: 10/08/77

Timeline

Workforce Capacity Sr. Analyst

Citibank N.A, ROHQ
01.2015 - Current

Sr. Workforce Management Analyst

Sykes Asia Inc.
10.1999 - 12.2014

Team Leader

Sykes Asia Inc.

Sr. Reports Analyst

Sykes Asia Inc.

Technical Support Engineer

Sykes Asia Inc.

Bachelor of Science - Nursing

Philippine College of Health Sciences

B.S. Commerce - Computer Science and Information Technology

Centro Escolar University

Secondary School -

Marymount School

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VLADIMIER MAGARRO-HUERTA