Global Scheduling Tools Specialist at Majorel / Teleperformance (2022-04 – 2026-03)
Supported global business-critical WFM platforms and processes, acting as a functional SME for NICE IEX and working with Verint across complex international operations in a 50,000+ agent environment.
- Supported global business-critical WFM platforms and processes, acting as a functional SME for NICE IEX and working with Verint across complex international operations.
- Coordinated requirements gathering, process discovery, system configuration changes, troubleshooting, testing/UAT, rollout readiness, documentation, training and post-go-live support.
- Worked with business users, Planning, Operations, technical teams, infrastructure teams and external providers to resolve incidents, manage dependencies and improve operational continuity.
- Helped standardize WFM tools and processes across countries and sites with different operational models, identifying common requirements while accommodating local constraints.
- Built and automated reporting and data workflows using Excel and Power Query; also used SharePoint and Power Automate to improve document, access and notification processes.
- Monitored and supported WFM KPIs including service level, occupancy, adherence and shrinkage, translating operational data into structured insights and corrective actions.
- Partnered with developers on custom solutions, including API-based adherence reporting combining schedule, login/logout and activity data.
- Prepared user guides, process documentation and tailored training for international teams, supporting adoption and reducing reliance on individual knowledge holders.
Planning Specialist at Majorel (2019-08 – 2022-04)
Managed workforce planning and scheduling for high-volume, multi-market operations.
- Managed workforce planning and scheduling for high-volume, multi-market operations, translating forecast demand and business requirements into staffing and capacity plans.
- Tracked forecast-versus-actual deviations and core WFM KPIs, identifying gaps and working with Operations on corrective actions and real-time adjustments.
- Produced capacity, productivity and performance reporting for management, supporting data-driven decisions on resource allocation and workload.
- Worked cross-functionally with Operations, Finance and HR to align workforce plans with headcount availability, business targets and operational priorities.
- Contributed to process improvements that increased planning consistency, operational visibility and execution discipline.
Team Manager at Majorel (2019-01 – 2019-08)
- Led a frontline customer-service team, managing daily performance, workload distribution, service delivery, escalations and adherence to operational targets.
- Owned team KPIs, coached team members, identified performance trends and implemented structured improvement actions.
- Balanced customer requirements, team engagement and individual development while maintaining accountability for service quality and results.
Program Manager at PlaylogiQ (2017-10 – 2018-06)
Coordinated multiple projects and operational initiatives in a fast-moving online gaming environment.
- Coordinated multiple projects and operational initiatives, aligning stakeholders, priorities, resources, timelines and deliverables.
- Tracked progress, issues and risks, communicated status and next steps, and supported process improvements across business functions.
- Supported day-to-day operational coordination in a fast-moving online gaming environment.
Operations Analyst at Leaderbet (2015-09 – 2016-07)
- Analyzed operational processes, customer issues and performance data to identify recurring problems, service gaps and improvement opportunities.
- Supported requirements definition, reporting, testing and validation of system/process changes, working across operational and technical stakeholders.
- Contributed to issue resolution, process optimization and operational reporting.
Affiliate Support at BetuniQ / UniQ Group Ltd (2014-01 – 2015-08)
- Supported affiliate partners with operational queries, issue resolution, account-related requests and day-to-day communication.
- Coordinated internally to resolve partner issues and maintain consistent service and follow-up.
Account Manager at BetuniQ / UniQ Group Ltd (2013-01 – 2013-12)
- Managed customer/account relationships, handling requests, service issues and ongoing communication while coordinating solutions with internal teams.
- Built strong practical experience in customer retention, problem solving and relationship management.
Customer Service at BetuniQ / UniQ Group Ltd (2011-07 – 2012-12)
- Provided direct customer support, resolving account, service and platform-related questions across a fast-paced online environment.
- Handled customer communication, issue investigation, escalation and follow-up while maintaining service quality.
