RODELYN VILALE
Tracy,CA
Summary
Professional with solid background in workforce management, leadership and team coordination, prepared for key support role. Skilled in project management, conflict resolution, and strategic planning. Strong focus on team collaboration and achieving results, adaptable to changing needs and reliable under pressure. Known for effective communication, problem-solving abilities, and results-driven mindset.
Overview
21
21
years of professional experience
Work History
Assistant Leader - Workforce Optimization
RH
04.2023 - Current
- Building a high-performing team culture focused on efficiency and collaboration
- Collaborating with cross-functional partners to align staffing needs with business objectives
- Coaching and mentoring team members on workforce management practices and tools
- Demonstrated ability to motivate and lead teams of diverse backgrounds.
- Generating comprehensive reports to identify areas for improvement and inform decision-making
- Identifying trends and patterns in workforce data to optimize operations.
Project Coordinator - Workforce Optimization
RH
09.2021 - 04.2023
- Coordinated resources across multiple departments to ensure successful implementation of projects.
- Facilitated meetings with project teams to discuss progress, brainstorm solutions for challenges, and develop action items.
- Delegated specific tasks to various employee teams to meet timeframes and increase overall productivity.
- Identified opportunities to optimize project performance.
- Managed competing demands, adapting to frequent change, delays, or unexpected events.
Senior Workforce Associate - Workforce Optimization
RH
10.2019 - 09.2021
- Monitor Real-Time Inbound traffic and make adjustments as necessary
- Cultivate cross-functional relationships to deliver creative and effective capacity planning solutions
- Own all phases of labor scheduling, often working in partnership with Leaders to determine creative solutions to anticipated challenges
- Analyze data and execute tactics to support the completion and review of short and/or long-term labor planning
- Resolve complex labor issues promptly, involving cross-functional partners as needed to ensure complete resolution
Customer Service Associate
RH
06.2019 - 10.2019
- Provided excellent customer service in a fast-paced call center environment, responding to inquiries and resolving customer issues quickly and efficiently.
- Assisted customers with product selection, order entry, and payment processing.
Dialer Administrator - Workforce Global Management
Concentrix
09.2012 - 04.2019
- Collaborates with cross-functional teams to ensure successful business operations.
- Implement and oversee dialer utilization strategies for multiple teams to ensure to achieve or surpass all business objectives and client performance metrics.
- Develops, analyzes, and distributes performance reports, including real-time adjustments and business changes, to enhance performance.
- Identify trends to help determine the need for strategy refinement and agent training opportunities
- Implemented strategies designed to improve overall efficiency of outbound dialing operations.
- Generated detailed reports summarizing key performance indicators related to outbound calling efforts.
- Ensured compliance with state regulations regarding telemarketing practices while making calls.
Back Office Support
Concentrix
10.2011 - 09.2012
Email Support
Concentrix
02.2011 - 10.2011
Customer Service Representative
Concentrix
04.2009 - 02.2011
Customer Service Representative
Rainmaker Asia Inc
06.2006 - 04.2009
Receptionist and Food Attendant
Edsa Shangri-La Hotel
06.2006 - 04.2009
Bar Attendant
Palms Country Club
11.2004 - 02.2005
Education
Associates Degree - Office Information System
AMA Computer Learning Center
Metro Manila, PhilippinesSkills
- Ability to recognize and respond to multiple priorities
- Commitment to Quality
- Exceptional attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Adaptability and flexibility
- Analytical skills
- Advanced Microsoft Excel and Google Sheets (Pivot, Vlookup, Formulas)
- Workforce Management Tools: Teleopti, Avaya, Verint, and Talkdesk
LANGUAGES
Tagalog Native
English Fluent
Timeline
Assistant Leader - Workforce Optimization
RH
04.2023 - Current
Project Coordinator - Workforce Optimization
RH
09.2021 - 04.2023
Senior Workforce Associate - Workforce Optimization
RH
10.2019 - 09.2021
Customer Service Associate
RH
06.2019 - 10.2019
Dialer Administrator - Workforce Global Management
Concentrix
09.2012 - 04.2019
Back Office Support
Concentrix
10.2011 - 09.2012
Email Support
Concentrix
02.2011 - 10.2011
Customer Service Representative
Concentrix
04.2009 - 02.2011
Customer Service Representative
Rainmaker Asia Inc
06.2006 - 04.2009
Receptionist and Food Attendant
Edsa Shangri-La Hotel
06.2006 - 04.2009
Bar Attendant
Palms Country Club
11.2004 - 02.2005
Associates Degree - Office Information System
AMA Computer Learning Center
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