Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Enrico Souza-Bueno

Toronto,ON

Summary

Experienced professional with over 12 years in Workforce Management, including a proven track record of delivering substantial cost savings, optimizing operations, and driving team performance. Adept at utilizing strong analytical and project management skills to enhance organizational efficiency. Known for leadership, team-building, and exceptional customer service abilities. Skilled in managing and mentoring teams to achieve exceptional results. Eager to contribute expertise to a dynamic organization.

Overview

15
15
years of professional experience

Work History

Product and Process Manager - WFM

Tik Tok
09.2021 - Current
  • Established a forecast and capacity plan process for North and South America ad-moderation teams based on historical data, seasonality and trends with 96% accuracy
  • Oversaw product launch roadmaps for North and South America, ensuring launch readiness across multiple teams (Growth, BI and WFM)
  • Improved governance modeling for vendor team engagement by establishing KPIs and measuring acceptable variances to ensure schedule adherence
  • Collaborated with the process optimization team to map all Product and Process workflows, identify risks and create process improvement plans
  • Play a pivotal role in facilitating the seamless communication of new products and initiatives across various teams globally. This ensures that all stakeholders are aligned and well-informed, which contributes to successful product launches and marketing campaigns.
  • Managed ad-moderation workflow for a diverse portfolio of 11 markets (countries) within the LATAM region. This requires deep understanding of market-specific nuances and an ability to tailor strategies accordingly.
  • Created comprehensive plans to achieve KPIs, leveraging data-driven insights and industry best practices to optimize ad-moderation workflow. My strategic approach involves constant evaluation, adjustment, and improvement of processes to meet and exceed our performance targets.
  • Achieved significant cost savings by spearheading an innovative project to enhance the extra hour calculator system. This initiative resulted in a total savings of $250,000.

Senior Workforce Planner Analyst

Booking.com USA
03.2018 - 09.2020
  • Decreased overtime cost by 450,000 EUR in 6 months by implementing a new structure for peak season
  • Analyzed workflow and production, reviewing customized value stream mapping data to ascertain areas for improvement
  • Drove future performance prediction through analytics, problem solving, and process improvement across various languages
  • Led team in identifying and implementing lean and continuous improvement actions to enhance production and efficiency while exceeding quality standards
  • Analyzed performance with the explicit goal of explaining what happened to various stakeholders
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes
  • Assisted in the development of long-term goals and strategic objectives
  • Map processes to holistically examine business flow and identify improvement opportunities.

Workforce Management Real Time Analyst

Booking.com USA
02.2011 - 03.2018
  • Acted as lead RTA, being the bridge of communication between three global teams
  • Monitored live call service levels and email traffic as well as real time staffing to ensure service level goals were met
  • Through the use of Cisco IPCC, NICE IEX, VIM X and Booking .com Office I was responsible to manage all real time impacts to volumes and staffing levels and to create awareness and drive a sense of urgency
  • Handled all schedule-related requests, including PTO, shift swaps and overtime
  • Analyzed and evaluated data to improve strategies and determine overall costs.

Senior Customer Care Executive

Booking.com USA
04.2010 - 01.2011
  • Mentored, monitored and trained new hires
  • Resolved any issues/complaints that have been detailed on the incoming guest reviews and take appropriate action as needed
  • Served as a liaison with the appropriate departments to gain relevant information, resolve problems, or support
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Trained new personnel regarding company operations, policies and services
  • Cross-trained and backed up other customer service managers
  • Implemented and developed customer service training processes
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.

Customer Care Executive

Booking.com USA
05.2009 - 04.2010
  • Manage relationships with hotels by providing high levels of customer service and account management support
  • Communicate any developments in service, products, website, or systems
  • Manage customer complaints regarding overbooking and hotel amenities/services in a professional manner resolving the problem through the most effective means possible
  • Serve as a liaison with the appropriate departments to gain relevant information, resolve problems, or support
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
  • Drove sales by educating customers about products and services.

Education

Certificate in Business Analytics -

Harvard Business School Online
11.2020

Workforce Management -

The Call Center School
Grand Rapids, MI
08.2018

Lean Six Sigma Yellow Belt -

Udemy Grand Rapids, Call Center School
03.2018

Skills

  • Microsoft Office (advanced knowledge on Excel)
  • Excellent Interpersonal skills, written and verbal
  • NICE Workforce Management Software
  • Teleopti Workforce Management software
  • Statistic analysis expertise
  • Strategic Planning
  • Project Management
  • Forecasting and planning
  • Data mining

Languages

English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working

Timeline

Product and Process Manager - WFM

Tik Tok
09.2021 - Current

Senior Workforce Planner Analyst

Booking.com USA
03.2018 - 09.2020

Workforce Management Real Time Analyst

Booking.com USA
02.2011 - 03.2018

Senior Customer Care Executive

Booking.com USA
04.2010 - 01.2011

Customer Care Executive

Booking.com USA
05.2009 - 04.2010

Certificate in Business Analytics -

Harvard Business School Online

Workforce Management -

The Call Center School

Lean Six Sigma Yellow Belt -

Udemy Grand Rapids, Call Center School

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Enrico Souza-Bueno