Miriam Solorzano

• Age: 30
• More than 9 years’ experience in Contact Centers
• More than 5 years’ experience in Workforce department (Planning)
• More than 3 years’ experience in personnel management
• More than 1 year experience in Hardware logistic for validation subsystem teams at Intel

Strategic Planner

Intel Mexico, Guadalajara

August 2021 – Present

• Ensure timely execution for project milestones by taking care of Hardware (CPUs, DIMMs, Carrier, Boards…) supply logistics to the internal validation teams around the different Geos
• Collect and enter HW demand, attend, and negotiate with supply teams in the weekly allocation meetings, digital inventory, process shipment requests to allocate the units to internal teams
• Shipments tracking (external vendors)
• Create processes and tools to have an effective HW ordering and distribution control
• Develop Power BI knowledge to create and maintain indicators reports and dashboards for the different internal milestones and projects

Teleperformance Mexico, Guadalajara

June 2020 – August 2021

• Local POC from the WFM team to Operations leadership, close follow up on compliance of processes and KPIs for the assigned city and Client
• Responsible of generate monthly provisions of our clients´ bills
• Ensure that all locations have procurements for the needed tools (hardware and software), make sure supplies are bought on time according to our projected needs

Teleperformance Mexico, Guadalajara

May 2019 – June 2020

• Responsible of plan and execution activities of the long-term planning team of the Site
• Follow up on processes and KPI compliance (Shrinkage, Attrition, Graduation Rate and Fill in Rate, etc.)
• Active communication with internal and external Clients
• Responsible of the accurate performance of Scheduling and Forecasting WFM team (responsible of operational employee’s schedules) 
• Staff ratios control

Teleperformance Mexico, Guadalajara

November 2015 – May 2019

• Ensure healthy Staffing Level projections for the long term by monitoring parameters such as Shrinkage, Attrition, Graduation Rate and Fill in Rate. 
• Plan the new hire generations and building capacities
• Support real time efficiency of the center auditing the programed schedules created and monitoring real time staffing levels by interval
• Alert, communicate and execute real time plans to balance any identified risk in real time staffing levels 

Bachelor's degree in Business Administration

2019 – Active

% Accomplished: 67%

Bachelor's degree in Engineering

2012 – 2017

% Accomplished: 93% (intern pending)