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Strong Planning, Operational, Consultancy and Analytical profile
Gabriel Verissimo
,
Watford, United Kingdom
Experience
Other titles
Skills
I'm offering
Experienced Head of Department with strong leadership and relationship building skills and extensive contract and interim management experience. Actively increases efficiencies, improves productivity, enhances service, reduces costs, increases revenue and improves business intelligence/insight to enable effective decisions and drive business value.
A Principal Consultant and PRINCE2 certified Project Manager with 20 years of experience in the areas of MI Insights Strategy, Customer Insights, Data Analytics, Management Dashboards, Operational and Financial Reporting, Business Intelligence, Operational Management, Strategic Planning, Demand and Capacity Modelling, Forecasting, Resource Planning and Workforce Management of large Contact Centre, Retail and Field operations across multiple industries, including Retail, Ecommerce, Telecommunications, Financial Services, Energy, Utilities, Travel and Public Sector.
Customer focused, results driven, detail oriented and problem solver, combines strong analytical skills with business awareness, strategic thinking, decision making, goals setting and the development, coaching and motivation of teams to achieve objectives. Consistently has received excellent client feedback regarding the quality of the deliverables and stakeholder management.
A Principal Consultant and PRINCE2 certified Project Manager with 20 years of experience in the areas of MI Insights Strategy, Customer Insights, Data Analytics, Management Dashboards, Operational and Financial Reporting, Business Intelligence, Operational Management, Strategic Planning, Demand and Capacity Modelling, Forecasting, Resource Planning and Workforce Management of large Contact Centre, Retail and Field operations across multiple industries, including Retail, Ecommerce, Telecommunications, Financial Services, Energy, Utilities, Travel and Public Sector.
Customer focused, results driven, detail oriented and problem solver, combines strong analytical skills with business awareness, strategic thinking, decision making, goals setting and the development, coaching and motivation of teams to achieve objectives. Consistently has received excellent client feedback regarding the quality of the deliverables and stakeholder management.
Markets
United States
United Kingdom
Germany
Lithuania
Denmark
Norway
Sweden
Finland
Links for more
Once you have created a company account and a job, you can access the profiles links.
Language
English
Fluently
Spanish
Good
Portuguese
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2005 - ?
job
Managing Director & Owner
Contact Center Global Limited.
• Providing Leadership, Interim Senior Management, Consultancy, Business Analysis, Project Management and Training in the areas outlined in the summary above. Contracts detailed below:
Project Management, Business Analysis, Training, Leadership, Management, Interim senior management, Interim, Contracts
2018 - 2019
job
Partner Operations Manager
ASOS.com.
• Recognised as having greatly improved the communication, collaboration and partnership between ASOS and Teleperformance by building strong relationships and closely managing the outsourced omnichannel contact centre operations across 650 FTE, 6 languages and 5 countries.
• Successfully managed the Teleperformance Account Director, the Global Service Delivery Manager and a team of Contact Centre Managers across multiple European site locations.
• Developed a Performance Management Framework and built a Change Roadmap, including the KPI, MI and Insights Strategy and Reporting Requirements.
• Improved financial models, set budget controls, managed contracts, developed operational strategies and successfully delivered efficiency gains and standardisation between the in-house and the outsourced partner operations regarding Systems, Processes, KPIs, MI Reports, Quality Framework, Branding, Recruitment and Training.
• Carried out a site investment location analysis across 10 EMEA locations, wrote an RFP document and negotiated growth plans and outcomes. Closely monitored the launch of the operations in Moscow and Bangor, achieving productivity and quality targets on time and within budget.
• Monitored Customer Insights and Advisor feedback ("Voice of the Customer" and "Voice of the Advisor") and successfully influenced the delivery of related system and process improvements.
• Set high standards to measure and manage performance, quality, productivity, CSAT and NPS.
• Increased the frequency and results of team meetings, business reviews and site visits, contributing to a stronger strategic alignment and a visible improvement in staff morale and engagement.
• Successfully managed the Teleperformance Account Director, the Global Service Delivery Manager and a team of Contact Centre Managers across multiple European site locations.
• Developed a Performance Management Framework and built a Change Roadmap, including the KPI, MI and Insights Strategy and Reporting Requirements.
• Improved financial models, set budget controls, managed contracts, developed operational strategies and successfully delivered efficiency gains and standardisation between the in-house and the outsourced partner operations regarding Systems, Processes, KPIs, MI Reports, Quality Framework, Branding, Recruitment and Training.
• Carried out a site investment location analysis across 10 EMEA locations, wrote an RFP document and negotiated growth plans and outcomes. Closely monitored the launch of the operations in Moscow and Bangor, achieving productivity and quality targets on time and within budget.
• Monitored Customer Insights and Advisor feedback ("Voice of the Customer" and "Voice of the Advisor") and successfully influenced the delivery of related system and process improvements.
• Set high standards to measure and manage performance, quality, productivity, CSAT and NPS.
• Increased the frequency and results of team meetings, business reviews and site visits, contributing to a stronger strategic alignment and a visible improvement in staff morale and engagement.
Growth, Service Delivery, Manager, Processes, Framework, Service Delivery Manager, KPI, Omnichannel, RFP, Branding, Recruitment, Service, Operations manager, Management, Performance Management, Contracts, Budget, Operations, Training
2017 - 2017
freelance
MI Insights & WFM Consultant
IKEA Portugal.
• Provided strategic insights to IKEA Portugal and identified opportunities to increase the performance of Customer Operations, effectively leading to efficiencies and improved service.
• Successfully conducted an Operational Review, communicated findings and provided key recommendations regarding KPI definitions, data analytics, MI Reporting, Business Intelligence, Forecasting, Scheduling, Intraday Management, Recruitment, Training, Systems and Processes.
• Successfully conducted an Operational Review, communicated findings and provided key recommendations regarding KPI definitions, data analytics, MI Reporting, Business Intelligence, Forecasting, Scheduling, Intraday Management, Recruitment, Training, Systems and Processes.
Business Intelligence, Training, Operations, Forecasting, Management, Analytics, Service, Recruitment, KPI, Processes
2017 - 2017
freelance
Strategy Consultant
Financial Conduct Authority (FCA).
• Identified Operational and Customer Experience improvement opportunities and provided key insights and recommendations, leading to efficiency gains through optimised forecasting methodology, operating model, management framework, organisation structure, skill groups, IVR setup and contact routing.
• Engineered processes for performing, managing and measuring Outbound Campaign activity, improving MI and greatly reducing manual processes, data capture errors and processing time.
• Engineered processes for performing, managing and measuring Outbound Campaign activity, improving MI and greatly reducing manual processes, data capture errors and processing time.
Customer experience, Forecasting, Management, Organization, Campaign, Performing, Processing, Framework, Processes
2014 - 2016
freelance
Principal Consultant
Motorola Solutions.
• Principal Consultant of a global project generating annual savings of US $10 million regarding the selection, implementation and integration of a Field Workforce Management system worldwide.
• Managed the Reporting team, defined the global KPI Strategy and led the design, production and analysis of BI Management Dashboards.
• Created and maintained project Business Cases, Use Cases and Cost/Benefit Analysis, designed Benefit Framework Maps, produced Benefits Realisation Plans and defined Success Criteria.
• Conducted extensive Stakeholder management to capture business and technical requirements.
• Actively involved in the system's vendor selection process, testing, user feedback and acceptance.
• Managed the Reporting team, defined the global KPI Strategy and led the design, production and analysis of BI Management Dashboards.
• Created and maintained project Business Cases, Use Cases and Cost/Benefit Analysis, designed Benefit Framework Maps, produced Benefits Realisation Plans and defined Success Criteria.
• Conducted extensive Stakeholder management to capture business and technical requirements.
• Actively involved in the system's vendor selection process, testing, user feedback and acceptance.
Design, Stakeholder Management, Management, Integration, Implementation, Testing, KPI, Business cases, BEE, Production, Framework, LED
2013 - 2015
freelance
Senior Modeller & Planning Consultant
Certas Energy / HGS / BrightHouse.
• These roles involved extensive data analysis and the development of comprehensive and user friendly Resource Planning, Demand, Capacity and Forecasting Models (including management training) across multiple contact types, departments and channels (covering Stores staff, Field staff, Contact Centre inbound/outbound Voice, Email, Social Media, Letters, Fax and SMS).
• Achieved Scheduling optimisation through more accurate forecasts and the development of advanced Linear Programming algorithms leading to improved efficiencies and Service Levels.
• Achieved Scheduling optimisation through more accurate forecasts and the development of advanced Linear Programming algorithms leading to improved efficiencies and Service Levels.
Social Media, Data Analysis, Training, Forecasting, Management, Optimization, Service, Algorithms, Development, Planning, Energy, Social
2013 - 2013
freelance
Senior MI Reporting & Planning Consultant
Virgin Holidays.
Conducted an internal audit of the practices within the MI Reporting & Resource Planning function, documented issues and provided expert recommendations on how to improve Operational Insights and Planning, including framework, processes, team structure, roles and responsibilities.
Audit, Audit, Framework, Processes
2013 - 2013
freelance
Senior MI Consultant
Serco Global Services.
Identified, defined and documented KPIs, formulas and data requirements, including owners, sources, feeds, formats and database requirements for the development of Management Dashboards to be used by Serco to manage, compare and benchmark the performance of its multi-channel Contact Centre and BPO operations across major client accounts in the UK Retail Industry.
Retail, Operations, Database, Management, Development
2013 - 2013
freelance
Senior Business Consultant/Analyst
Ageas Group.
• Identified, defined and standardised operational and financial KPIs across 8 companies within the Ageas Group, by product, brand, channel and function, including the production of CEO Management Dashboards with internal and external comparative industry benchmarking.
• Successfully conducted business analysis and project management under tight deadlines, involving strong Stakeholder engagement with Ecommerce, Sales, Planning, Operations, Finance and Marketing and entailing detailed analysis of operational data and financial KPIs, creation of MI Dashboards, competitor analysis, benchmarking and business transformation.
• Built the Outbound Resourcing and Budgeting models, identifying opportunity gains, presenting key findings and providing recommendations and for improving the efficiency and business revenue from all Contact Centre Outbound Operations across the UK for the RIAS and Castle Cover brands, across multiple products, channels and segments.
• Successfully conducted business analysis and project management under tight deadlines, involving strong Stakeholder engagement with Ecommerce, Sales, Planning, Operations, Finance and Marketing and entailing detailed analysis of operational data and financial KPIs, creation of MI Dashboards, competitor analysis, benchmarking and business transformation.
• Built the Outbound Resourcing and Budgeting models, identifying opportunity gains, presenting key findings and providing recommendations and for improving the efficiency and business revenue from all Contact Centre Outbound Operations across the UK for the RIAS and Castle Cover brands, across multiple products, channels and segments.
Marketing, Project Management, Ecommerce, Business Analysis, Operations, Business transformation, Management, Finance, Sales, Analyst, Transformation, Presenting, Ceo, Production, Castle
2008 - 2012
project
Project Lead
Financial and Operational Modelling and Development.
Developed various Planning, Financial and MI tools and applications as part of CC Global's Software and Portfolio offering.
Software, Planning
2011 - 2012
freelance
Resource Planning & MI Manager
Southern Water.
• Greatly improved Contact Centre Reporting, MI Processes, Operational Insights, Forecasting and Scheduling, increasing automation, reducing manual work, eliminating the need to increase recruitment and avoiding unnecessary costs.
• Redesigned the Staff Scheduling framework with strong stakeholder engagement and acceptance, contributing to a reduction in Staff Attrition to levels under 20% and Absence Rates under 4%.
• Defined, captured and analysed KPIs and MI reporting requirements and built Dashboards.
• Developed and implemented a robust, comprehensive and user friendly Reporting tool using advanced Microsoft Excel and VBA programming, significantly improving and automating management's visibility and understanding of operational and performance KPIs.
• Redesigned the Staff Scheduling framework with strong stakeholder engagement and acceptance, contributing to a reduction in Staff Attrition to levels under 20% and Absence Rates under 4%.
• Defined, captured and analysed KPIs and MI reporting requirements and built Dashboards.
• Developed and implemented a robust, comprehensive and user friendly Reporting tool using advanced Microsoft Excel and VBA programming, significantly improving and automating management's visibility and understanding of operational and performance KPIs.
Excel, Forecasting, Automation, VBA, Management, Recruitment, Planning, Framework, Processes, Manager
2011 - 2011
freelance
Principal Consultant (Contract)
Teleperformance Spain.
• Speaking in Spanish and reporting directly to the CEO, this was a senior strategic consultancy role focusing on increasing efficiencies and optimising the Gross Margin of the Vodafone Spain and Gas Natural/Unión Fenosa Contact Centre operations across Spain.
• Achieved 15% increase in the Gross Margin rate.
• Reengineered the operating and financial models for the Vodafone Spain operation, reviewing KPI metrics/thresholds, forecasts and budgets and setting targets and recommendations in order to achieve optimal gross margins and improve attrition, attendance and productivity levels.
• Conducted an auditing and benchmarking of the Contact Centre operations, processes, tools, systems and people, identifying opportunities for efficiency gains, revenue optimisation and cost reduction. Focused on KPIs, Real-Time improvement opportunities, Intraday Management, MI Reporting, Resource Planning, Demand and Capacity Forecasting, Scheduling and Budgeting.
• Authored the implementation plan and calculated the financial impact of each change initiative.
• Achieved 15% increase in the Gross Margin rate.
• Reengineered the operating and financial models for the Vodafone Spain operation, reviewing KPI metrics/thresholds, forecasts and budgets and setting targets and recommendations in order to achieve optimal gross margins and improve attrition, attendance and productivity levels.
• Conducted an auditing and benchmarking of the Contact Centre operations, processes, tools, systems and people, identifying opportunities for efficiency gains, revenue optimisation and cost reduction. Focused on KPIs, Real-Time improvement opportunities, Intraday Management, MI Reporting, Resource Planning, Demand and Capacity Forecasting, Scheduling and Budgeting.
• Authored the implementation plan and calculated the financial impact of each change initiative.
Operations, Forecasting, Management, Optimization, Implementation, Natural, Ceo, KPI, Processes
2008 - 2008
freelance
Global Head of Planning, Forecasting & MI
Vertex.
• Interim role responsible for leading the MI Reporting and Insight, Strategic Planning, Forecasting, Scheduling and Real-Time Operational Management globally throughout Vertex in the UK, North America and India across approximately 40 major client accounts and 8,000 Contact Centre staff, including CRM, multi-channel Contact Centre and Back Office operations for clients across multiple industries, including HSBC, Scottish Power, Marks & Spencer, lastminute.com, Esure, etc.
• Led, coached, guided, inspired and motivated a team of managers and analysts across the UK and India (nearly 100 direct and indirect reports) in line with the strategic vision and objectives.
• Improved content and design of global Dashboards. Set robust standards for MI reporting and achieved improved outputs through motivational leadership, training, coaching, strong data validation, definition and standardisation of KPIs and data analysis best practice.
• Successfully implemented automated KPI data communication between the US and the UK replacing manual and time consuming processes.
• Managed an audit project team and carried out a SWOT Analysis for the India Planning Centre and developed a team restructure and detailed action plan.
• Re-energised the UK and India Planning Centres with a plan and a vision, while motivating the staff, setting high quality standards, improving productivity and helping to reduce staff attrition.
• Led, coached, guided, inspired and motivated a team of managers and analysts across the UK and India (nearly 100 direct and indirect reports) in line with the strategic vision and objectives.
• Improved content and design of global Dashboards. Set robust standards for MI reporting and achieved improved outputs through motivational leadership, training, coaching, strong data validation, definition and standardisation of KPIs and data analysis best practice.
• Successfully implemented automated KPI data communication between the US and the UK replacing manual and time consuming processes.
• Managed an audit project team and carried out a SWOT Analysis for the India Planning Centre and developed a team restructure and detailed action plan.
• Re-energised the UK and India Planning Centres with a plan and a vision, while motivating the staff, setting high quality standards, improving productivity and helping to reduce staff attrition.
Management, LED, Processes, Interim, Planning, Power, Office, KPI, Content, Design, Leadership, Strategic Planning, Audit, Forecasting, Operations, Training, CRM, Coaching, Data Analysis
2006 - 2008
freelance
Head of Forecasting & Resource Planning
Centrica.
• Led the planning and optimisation of British Gas operations, approximately 7,000 staff spread across multiple sites, departments, work types, channels and skills.
• Created an analytical team to gain intelligence on demand drivers and Customer Insights.
• Leadership and development of a team of Managers and Analysts (84 direct and indirect reports).
• Successfully reduced the Average Speed of Answer from 3-digit figures to less than 20 seconds by improving forecasting accuracy, scheduling efficiency, intraday management and communication.
• Reorganised the department structure and empowered the team, achieving improvements in the team's analytical capability, processes, workflow management and stakeholder management.
• Calculated, planned and implemented Change as preparation for Price Increase announcements.
• Worked closely with the Managing Directors of the three British Gas Consumer P&Ls facilitating large business transformation programmes, presenting scenarios and actionable insights, explaining impacts on staffing and costs, providing recommendations and negotiating budgets.
• Created an analytical team to gain intelligence on demand drivers and Customer Insights.
• Leadership and development of a team of Managers and Analysts (84 direct and indirect reports).
• Successfully reduced the Average Speed of Answer from 3-digit figures to less than 20 seconds by improving forecasting accuracy, scheduling efficiency, intraday management and communication.
• Reorganised the department structure and empowered the team, achieving improvements in the team's analytical capability, processes, workflow management and stakeholder management.
• Calculated, planned and implemented Change as preparation for Price Increase announcements.
• Worked closely with the Managing Directors of the three British Gas Consumer P&Ls facilitating large business transformation programmes, presenting scenarios and actionable insights, explaining impacts on staffing and costs, providing recommendations and negotiating budgets.
Operations, Forecasting, Stakeholder Management, Business transformation, Leadership, Management, Optimization, Less, Workflow, Transformation, Presenting, Development, Planning, Processes, LED
2006 - 2006
freelance
Project Manager & Business Analyst
Vodafone UK.
• Leadership of the Data Intelligence team within the Technology department and project managed the capture of business requirements, analysis, design, development, testing and implementation of a key release of Vodafone's Enterprise Portfolio and Project Management system in the UK.
• Conducted extensive negotiation with Senior Management and successfully performed Stakeholder management across all Vodafone UK investment portfolios.
• Effectively implemented optimised data fields and robust data validation techniques, achieving integrity and centralisation of the SQL databases, substantial reduction in the number of spreadsheets used in the department and much more accurate and up-to-date MI reporting.
• Defined KPIs and designed robust Management Dashboards.
• Conducted extensive negotiation with Senior Management and successfully performed Stakeholder management across all Vodafone UK investment portfolios.
• Effectively implemented optimised data fields and robust data validation techniques, achieving integrity and centralisation of the SQL databases, substantial reduction in the number of spreadsheets used in the department and much more accurate and up-to-date MI reporting.
• Defined KPIs and designed robust Management Dashboards.
Design, Sql, Project Management, Project Manager, Stakeholder Management, Leadership, Management, Technology, Analyst, Implementation, Testing, Development, Enterprise, UP, Manager
2005 - 2006
freelance
Head of Resource Planning & MI
Bulldog Communications.
• Recruited and managed a team of Forecasting Analysts and Reporting Developers.
• Effectively created and maintained detailed Propensity Models, Demand and Capacity Models, Forecasting and Financial Models, Strategic Operating Plans and Sensitivity Analysis.
• Drove decisions regarding Capacity, Recruitment, Training, Outsourcing, Cost reduction, KPI optimisation, Systems and Processes across multiple channels and departments.
• Greatly improved the quality, scope and reliability of MI within the company, including the management of projects and virtual teams from different areas and the creation, measure and maintenance of KPIs, SLAs and Reports on a quarterly, monthly, weekly and daily basis.
• Effectively created and maintained detailed Propensity Models, Demand and Capacity Models, Forecasting and Financial Models, Strategic Operating Plans and Sensitivity Analysis.
• Drove decisions regarding Capacity, Recruitment, Training, Outsourcing, Cost reduction, KPI optimisation, Systems and Processes across multiple channels and departments.
• Greatly improved the quality, scope and reliability of MI within the company, including the management of projects and virtual teams from different areas and the creation, measure and maintenance of KPIs, SLAs and Reports on a quarterly, monthly, weekly and daily basis.
Training, Forecasting, Management, Optimization, Recruitment, Outsourcing, KPI, Planning, Processes
2003 - 2005
job
Head of Planning, MI & Systems Management
Hutchison 3G UK.
• Made decisions and set the strategy of the Planning, MI and Systems Management departments across the UK and India Contact Centres (2,300 FTE), driving efficiency, increasing knowledge and implementing rigour and discipline.
• Recruited and managed a team of Managers, Planners and Analysts (19 people) achieving radical improvements on Forecasting, Scheduling, Intraday Management and Real-Time Adherence.
• Increased the Service Level from 31% to 82% and reduced the Abandon Rate from 34% to 5%.
• Defined the strategy, configuration and management of the Agent Skill Groups, Telephony, IVR, Selfcare, Channel Routing, ACD, Call Recording, MI, Web Intelligence, Workforce Management (WFM) and Real-Time Adherence (RTA) systems.
• Greatly raised the profile of the Planning and MI department within the company, achieving a co-ordinated strategy and planning focus and discipline with strong engagement across departments.
• Introduced an effective Real-Time Management strategy with great focus on proactive intraday management, service and channel optimisation, contact routing monitoring and staff engagement.
• Developed accurate Performance Reports and Management Dashboards using Business Objects.
• Empowered the Planning teams in India with formal technical training with no incremental costs.
• Recruited and managed a team of Managers, Planners and Analysts (19 people) achieving radical improvements on Forecasting, Scheduling, Intraday Management and Real-Time Adherence.
• Increased the Service Level from 31% to 82% and reduced the Abandon Rate from 34% to 5%.
• Defined the strategy, configuration and management of the Agent Skill Groups, Telephony, IVR, Selfcare, Channel Routing, ACD, Call Recording, MI, Web Intelligence, Workforce Management (WFM) and Real-Time Adherence (RTA) systems.
• Greatly raised the profile of the Planning and MI department within the company, achieving a co-ordinated strategy and planning focus and discipline with strong engagement across departments.
• Introduced an effective Real-Time Management strategy with great focus on proactive intraday management, service and channel optimisation, contact routing monitoring and staff engagement.
• Developed accurate Performance Reports and Management Dashboards using Business Objects.
• Empowered the Planning teams in India with formal technical training with no incremental costs.
Training, Forecasting, Management, Optimization, Service, Monitoring, Web, Agent
2002 - 2003
job
Demand & Capacity Modeller
Hutchison 3G UK.
• Responsible for the 5-year strategic business model and business plan in terms of forecasting of demand, capacity, headcount and financial costs for the CRM department, support functions and the Contact Centres in the UK and India, across multiple work types and contact channels.
• Developed and maintained comprehensive and user friendly forecasting models and operating plans using advanced Microsoft Excel and VBA programming for various departments.
• Performed financial modelling and analysis, including departmental budget forecasts, projects evaluation, business cases, sensitivity analysis and outsourcing costs.
• Actively interacted with all parts of the business, including Senior Directors at Board level, and contributed with insight and recommendations, leading to improved business decisions.
• Developed and maintained comprehensive and user friendly forecasting models and operating plans using advanced Microsoft Excel and VBA programming for various departments.
• Performed financial modelling and analysis, including departmental budget forecasts, projects evaluation, business cases, sensitivity analysis and outsourcing costs.
• Actively interacted with all parts of the business, including Senior Directors at Board level, and contributed with insight and recommendations, leading to improved business decisions.
Excel, CRM, Budget, Forecasting, VBA, Outsourcing, Support, Business cases
2000 - 2002
job
Management Consultant
eLoyalty UK.
• Identified and recommended opportunities for service improvement, efficiency gains and cost savings following the auditing, benchmarking and SWOT analysis of Contact Centres operations of large companies such as WorldCom, One2One, Ford Motor Company and Cendant Corporation.
• Delivered visible improvements to MI and Planning departments across different clients, correcting data integrity issues, analysing different types of data, creating and enhancing reporting outputs and management Dashboards, improving forecasting accuracy and developing bespoke demand/resource forecasting and scheduling models.
• Project Manager responsible for the capture of requirements, stakeholder management, detailed analysis, evaluation and selection of a Workforce Management System to support all WorldCom Contact Centres across 13 countries, within Budget and achieving compliance with EU directives.
• Delivered visible improvements to MI and Planning departments across different clients, correcting data integrity issues, analysing different types of data, creating and enhancing reporting outputs and management Dashboards, improving forecasting accuracy and developing bespoke demand/resource forecasting and scheduling models.
• Project Manager responsible for the capture of requirements, stakeholder management, detailed analysis, evaluation and selection of a Workforce Management System to support all WorldCom Contact Centres across 13 countries, within Budget and achieving compliance with EU directives.
Project Manager, Operations, Budget, Forecasting, Stakeholder Management, Management, Service, Compliance, Support, Management Consultant, Planning, Manager
1998 - 2000
job
WFM Consultant & Trainer
TCS Management Group / Aspect.
• Greatly improved the performance, forecasting accuracy and scheduling efficiency of large TCS and Aspect clients across multiple industries throughout EMEA and the UK while providing consultancy, support and training on Workforce Management Systems and data modelling.
• Implemented a Workforce Management solution for Portugal Telecom across 5 Contact Centres.
• Implemented a Workforce Management solution for Portugal Telecom across 5 Contact Centres.
Training, Forecasting, Management, Support, Telecom
1997 - 1998
job
Tutor of Mathematics, Statistics and Economics
University of Leicester.
Statistics
1995 - 1996
job
Tutor of Computing and IT Support
Nova University of Lisbon.
It support, It, Support
My education
1997
-
1998
University of Leicester
MSc, Finance
MSc, Finance
1996
-
1997
University of Leicester
Erasmus Programme, Economics and Management
Erasmus Programme, Economics and Management
1992
-
1996
Nova School of Business and Economics
BSc, Economics
BSc, Economics
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