Shiela Marie R. Powao
09506275225
[email protected]

Highlights:
• BPS Individual Excellence Award for Q3, FY 16-17
• Continuous improvement project in 2013 for Dual skilling of L2s and ASQs and Managing exceeded dialing days for a utility account in Canada.
• Achieved 9 consecutive months of green SLA including the peak season.
• Streamlined and standardized the reports used in the daily client call for 3 locations for one of the top audio company in the US.
• Managing Real time Management Specialists for APAC Diversified Group.

Mission:
• To lead the workforce team in delivering and ensuring that every client metric is met and a picture of an excellent performance to enable me in achieving organizational career growth.

Career History:

Teletech
• Real Time Management Lead for APAC accounts within Global Workforce Management group.
 Responsible in creating reports and data analysis
 Managing daily shrinkage and ensure that Client requirements are met including InChair and Phone Occupancy.
 Managing the empowerment and engagement of the Real Time Specialist in handling APAC programs.
 Responsible in the implementation of plans agreed during the Staffing outlook plans.
 Responsible in daily communication with the Clients and providing updates such as mitigation plans and recommendations.

Wipro BPO Phils LTD Inc.
• Customer service representative for a utility account in Canada (May 2011 – Dec 2011)
• Agent Support Queue for a utility account in Canada (Jan 2012 – June 2013)
• Team Leader for a utility account in Canada (June 2013 – July 2014)
• MIS/RTA Lead for one of the top healthcare and audio company in the US (July 2014 – Present)

 Top performer for a credit and collection LOB from Aug 2011 – Oct 2011, & Dec 2011.
 Awarded as the Top ASQ for the year 2012 for credit and collection queue.
 Managing daily shrinkage and ensure that overall SLA is met.
 Responsible in creating weekly roster based from the forecast and capacity planner.
 Responsible in planning staffing requirements for the needs prior to the peak season.
 Responsible in managing and creating daily dashboards for 3 locations for one of the top audio company in the US.
 Assisted human resources department in closing pending attrition cases and payroll department in making sure that accurate pay is given to the employees.
 Responsible in keeping and maintaining of the Masterfile that contains employee data used in forecasting and ensure accuracy in the report.
 Analyzed the daily volume trends to provide possible impact and solution in a day to day operations.

Skills:
 Microsoft excel training
 Lean training in March 2017 (not certified)
 Trained in RTA skills
 Knowledgeable in IEX and scheduling/planning
 Knowledgeable in Forecasting
 Knowledgeable in ASPECT Workforce tool

Educational background:

EARIST State University
BSBA- major in Management
2007-2011

Character Reference:

Available upon request