Summary
Overview
Work History
Education
Skills
Timeline
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Paola Mendoza

Calgary,AB

Summary

Highly skilled and results-driven professional with 7 years of experience in workforce management. Proven expertise in optimizing staffing efficiency, forecasting volume trends, and implementing strategic scheduling guidelines. Adept at real-time monitoring and performance analysis. Strong collaborator with a track record of cross-functional partnerships to drive operational excellence. Seeking to contribute to the success of a dynamic organization.

Overview

7
7
years of professional experience

Work History

Workforce Management Manager

Remitly
10.2021 - 02.2023
  • Led a team of 10 RTAs and 2 Schedulers to optimize workforce efficiency and development of the team
  • Developed and implemented agent scheduling guidelines, resulting in improved resource allocation and minimized staffing gaps
  • Spearheaded forecasting of volume trends, enabling accurate resource planning and staffing adjustments
  • Collaborated with upper management in high-level meetings to devise innovative strategies for maintaining optimal staffing levels
  • Innovated an absenteeism tracking system that assigned point-based penalties for absences and encouraged optimal attendance among associates, and designed in collaboration with HR to ensure compliance
  • Successfully transformed absenteeism into a measurable metric reducing rates from 21% to an impressive 7% over the course of 3 months

Senior Real Time Analyst

Remitly
11.2020 - 10.2021
  • Pioneered the creation of new routing processes, which streamlined workflows and reduced response times by 30% enhancing customer satisfaction
  • Designed and executed real-time monitoring strategies, allowing for proactive adjustments to contact volume from various lines of services
  • Implemented staff capacity planning methodologies during high-demand periods
  • Developed WFM guidelines and strategies to effectively address absenteeism, adherence concerns and shrinkage goals

Scheduler/Forecaster Analyst

IBEX Global
02.2017 - 10.2020
  • Managed and optimized around 400 agent schedules, ensuring seamless operations and efficient utilization of human resources to meet business objectives
  • Efficiently managed agent scheduling for two outsourced accounts across multiple locations (US, Pakistan, Nicaragua)
  • Utilized forecasting methods for accurate contact volume prediction, and proactive resource planning
  • Presented data-driven reports and insights to stakeholders, supporting decision-making

Workforce Real Time Analyst

IBEX Global
07.2016 - 02.2017
  • Effectively managed real-time and intraday operations to ensure the achievement of KPIs and seamless service delivery
  • Assumed responsibility for vacation planning and scheduling, ensuring appropriate coverage to minimize service disruptions and maintain KPI adherence.


Education

Industrial Engineering

Central American University
Nicaragua
11.2014

Skills

  • Data Analysis and Reporting
  • Teleopti/Verint/Nice IEX
  • Staffing and Scheduling
  • Employee Engagement and Development
  • Cross-Functional Collaboration
  • Process Improvement and Automation

Timeline

Workforce Management Manager

Remitly
10.2021 - 02.2023

Senior Real Time Analyst

Remitly
11.2020 - 10.2021

Scheduler/Forecaster Analyst

IBEX Global
02.2017 - 10.2020

Workforce Real Time Analyst

IBEX Global
07.2016 - 02.2017

Industrial Engineering

Central American University

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Paola Mendoza