Jacquelin Cordova
WFM Manager
ANTIGUO CUSCATLAN,LA LIBERTAD
Summary
Experienced WFM manager with over 15 years of experience in WFM/BPO industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
6
6
Languages
Work History
Sitel, Global WFM Support Manager
Sitel
06.2021 - Current
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Created training for various global teams on the WFM softwares
- Managed two teams: a WFM Support Team and an App team
- Created plans and communicated deadlines to complete projects on time.
- Worked with different clients to integrate historical and real time feeds with different products: Nice IEX, Apsect WFM, Genesys, Amazon Connect
- WFM Administration of Aspect/Alvaria WFM
- Collaborated with different global team members on numerous projects.
- Supported the WFM software for various countries: Mexico, Colombia, El Salvador, Costa Rica, Brazil, Canada, US, UK, Norway, Finland, Sweden, Germany, Romania, Egypt, Morocco, the Philippines, and India
Sykes, San Salvador – WFM Administrador
01.2016 - 01.2021
- Worked on the administration of Aspect WFM.
- Created plans and communicated deadlines to complete projects on time.
- Created training material and videos for numerous WFM and operation teams.
- Delivered training to various global Team
- Worked on numerous global projects with IT, Training, HR, Operations, WFM Teams.
Global Resource Planner
Sykes, San Salvador - WFM
01.2012 - 01.2016
- Drove operational improvements which resulted in savings and improved profit margins.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Increased customer satisfaction by resolving issues.
WFM Operations, Desk
Sykes, San Salvador
01.2008 - 01.2012
- Worked with operations on managing intraday schedules.
- Trained employees on WFM software.
- Worked on historical reports
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Managed overtime, shift swaps, breaks and PTO requests.
Education
No Degree - Intermediate Italian
European Academy
05.2001 -
Diploma Project Management - Project Management
University Dr. Jose Mathias Delgado
01.2017 - 06.2017
No Degree - Beginners French
European Academy
05.2001 -
Intermediate French -
Alianza Francesa Armenia
No Degree - Beginners German
European Academy
05.2001 -
Masters - Linguistics for TEFL
European University of The Atlantic
07.2020 - 12.2022
TEFL -
TEFL Record
01.2021 - 01.2022
Beginners Norwegian Speak Norsk - undefined
Master’s - business administration
Nebrija University
03.2022 - 03.2024
No Degree - Swedish
Fun Swedish
05.2001 -
Skills
Working with different WFM productsundefined
Language Enthusiast
I enjoy language learning and learning about other cultures.
Timeline
Master’s - business administration
Nebrija University
03.2022 - 03.2024
Sitel, Global WFM Support Manager
Sitel
06.2021 - Current
TEFL -
TEFL Record
01.2021 - 01.2022
Masters - Linguistics for TEFL
European University of The Atlantic
07.2020 - 12.2022
Diploma Project Management - Project Management
University Dr. Jose Mathias Delgado
01.2017 - 06.2017
Sykes, San Salvador – WFM Administrador
01.2016 - 01.2021
Global Resource Planner
Sykes, San Salvador - WFM
01.2012 - 01.2016
WFM Operations, Desk
Sykes, San Salvador
01.2008 - 01.2012
No Degree - Intermediate Italian
European Academy
05.2001 -
No Degree - Beginners French
European Academy
05.2001 -
No Degree - Beginners German
European Academy
05.2001 -
No Degree - Swedish
Fun Swedish
05.2001 -
Intermediate French -
Alianza Francesa Armenia
Beginners Norwegian Speak Norsk - undefined
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