Flor Theresa Martinez is a senior lead workforce manager with 12 years of experience in call center operations. She oversees a team that manages around 1,000 agents across 6 accounts. Her responsibilities include capacity planning, seat planning, shrinkage projections, and creating daily, weekly, and monthly revenue projections. She has successfully launched 4 new accounts and mentored direct reports who were later promoted. Martinez holds a Bachelor's degree in Computer Science and is proficient in Filipino, English, and basic Chinese. She is seeking a senior management position with a salary of PHP 65,000 located in the Philippines or Singapore.

1. Flor Theresa Martinez
Sr. Lead Workforce (12 years)
FHCS Teleperformance (Prev.Aegis PeopleSupport)
(+63) 09985538153 | rorie_cherrie@yahoo.com | PHP 70,000 | Makati City, National Capital
Reg
Experience
12 years of total experience
Jul 2003 - Present
(12 years )
Sr. Lead Workforce (Associate Manager)
FHCS Teleperformance (Prev.Aegis PeopleSupport) | National Capital Reg,
Philippines
Industry Call Center / IT-Enabled Services / BPO
Specializatio
n
Customer Service
Role Management
Position
Level
Assistant Manager / Manager
Monthly
Salary
PHP 45,200
 Responsible for optimizing account level revenue by strategically managing
productive headcount in capacity planning
 Minimizing cost through effective seat planning and shrinkage projections
o Producing short and long term capacity using Erlang C logic or straight
computation
o Facilitates weekly touch-base with key POCs discussing hiring, training
and headcount calibrations
o Initiated a non-monetary incentive through planned leave prioritization
o Recommended temporary program transfer to sustain the drop on HC
target which reduced training costs
o Presented a more accurate way of computing for revenue to the clients
which is still being used till now
o Provides post mortem analysis to Operations on revenue gain/loss
o Creates daily, weekly and monthly revenue projections for the following
billing types:
 Per call billing/ASA Key Metric
 Per hour billing/SL Key Metric
 Regularly participates in quarterly, monthly and weekly performance reviews
representing the department
 Assisted a new gaming account that opened in our Cebu site
o Created 24x7 agent schedules with minimal FTEs (34 HC)
o Added Team Lead schedules to support the 24x7 window
 Maintained an outstanding performance with minimal supervision for over 3 years
o Supports 6 different accounts with total agent HC of about 1000 with
different KPIs
 Service Level
 FTE target
 Call capacity
 ASA performance
 AHT
 Payment Collections
 Nurtured an exceptional working relationship with Operations
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2. o Conducted regular meetings to close gaps and align goals
o Ensures Supervisor-Agent Facetime above 80%
 Manages Workforce Analyst Leads (Schedulers) and the Real Time monitoring
group for 3 sites
o Provides regular coaching and feedback to direct reports focusing on
performance improvement and securing their career growth within the
organization
 2 direct reports promoted within a year of mentoring
o Consistency on WFM KPIs despite drastic re-organization (from being a
centralized group to being in a vertical cluster)
 Worked out of the Cebu site temporarily for 2 years to support the implementation
of the new account
 Attended Knowledge enhancement trainings such as:
o RFP (Request for Proposal) Training
o COPC – HPMT (High Performance Management Techniques) Training
 Acquired Knowledge/Skills/Abilities:
o Thorough knowledge on contact center and customer service operations
o Ability to provide FTE projections to potential clients
o Crucial participation on new program implementation
 Helped in successfully launching 4 new accounts
o Created various workforce scenarios and suggestions to the management
team and clients to help them make business decisions such as
ramp/capacity plans based on different parameters
 Flexible work hours
Education
2003 Centro Escolar University
Bachelor's/College Degree in Computer Science/Information Technology |
Philippines
Major Computer Science and Information System
CGPA 88.0/100
1999 National College of Business and Arts
High School Diploma | Philippines
CGPA 89.0/100
Languages
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written
Filipino 10 10
English 10 10
Chinese 3 2
Additional Info
Expected Salary PHP 65,000
Preferred Work
Location
National Capital Reg, Anywhere in Singapore, North America
Other Information
Work Experience:
Securities and Exchange Commission
SEC Building, EDSA Greenhills, Mandaluyong City
Emelynda F. Sun – Hiring Specialist #725 46 54
Encoding, Filing, Preparing Reports and Office/Clerical work
On-The-Job Trainee – July 24, 2002 – September 6, 2002
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3. Special Honors And Accomplishments:
Dean’s List Bronze Medalist S.Y. 2002-2003 (College Education)
Finalist for Best Quality Circle Group S.Y. 2002-2003 (College Education)
Microsoft Office Specialist Certified (Microsoft Word 2000 Core)
Volleyball Varsity Player (High School Education)
Loyalty Award (Elementary Education)
About Me
Gender Female
Age 32
Address 12T2 Tower 4 San Lorenzo Place Condominium Edsa Cor. Chino Roces, Makati
City, National Capital Reg, Philippines 1223
Nationality Philippines
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