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Silvia F Franco

Scheduler Supervisor
6379 E. Star Mica St, Tucson AZ 85756
(702) 639-7972
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Administration Business Executive Executive Leadership Government Full time

I am a highly motivated and dedicated professional with extensive experience in workforce management and scheduling. I have a proven track record of effectively managing teams and implementing efficient processes to improve productivity and customer service. I am detail-oriented, organized, and have excellent time management skills. My strong analytical and problem-solving abilities enable me to make informed decisions and drive positive results. I am a native Spanish speaker with deep knowledge of Hispanic culture, which allows me to effectively communicate and collaborate with diverse teams. I am seeking a long-term career opportunity where I can contribute my skills and expertise to drive success and growth within the company.

Skills

  • Project Certificate – Business Analysis and Process Management 01/16/2024
  • Analyzing Company Performance using Ratios 1/21/2024
  • Proficient in Microsoft Office (Microsoft Word, Internet Explorer, Excel, Outlook, and Power Point) and statistical data analysis.
  • IEX Workforce training, Blue Pumpkin, AVAYA, NICE, Workday
  • Self-trained on the Federal Acquisition Regulation (FAR), GSA, and General Mandatory Sources.
  • Familiar with FS Contracting System (IAS), (BOX/PINYON), (IPP), (SBA).
  • Insight into Purchasing Procedures: Requisition, Solicitation, Determination, and Awards of Contracts.
  • Self-taught on different Contracting Vehicles: Contracts, Modifications, IDIQ’s, BPA
  • Familiar FAR thresholds: GPC 10K, Simplified Acquisition Threshold (SAT) 250K.
  • Strong Team Player
  • Provide excellent support for management, supervisors, and employees.
  • Native Spanish speaker with deep, intimate knowledge of Hispanic culture.
  • Proficient in office equipment (copy machines, fax, printers, walkies, scanners, phones, etc)
  • Superior time management skills, organizer, and very detail-oriented
  • Excellent at multi-tasking in a fast-paced environment, judgment, and conflict-resolution skills.

Licenses and certifications

  • Project Certificate – Business Analysis and Process Management
  • Analyzing Company Performance using Ratios

mentioned

Work Experience

Scheduler Supervisor
CyraCom Aug 2011 - Present
  • Prepare and monitor the Department budget and all office purchasing for business operating division to include laptops, docking stations, monitors, desks, chairs, and office supplies under $30K monthly budget.
  • Analyze, gather, develop, design, test, formulate, and coordinate Scheduling and implement training and procedure plans for 44 house languages; including recommendations for future activities and opportunities, process improvements, and enhancements to data-related operational procedures.
  • Represent the WFM Scheduling Department and collaborate and work closely maintaining communications with all Leadership departments to ensure projects strategies are managed efficiently. Point of contact for all departments providing First Class Customer Service, create, recommend projects to streamline customer service.
  • Compiles data and conducts financial analysis, including the ability to analyze the operations and financial conditions.
  • Liaison for all research, advising of liability for implementing and enforcing local State Laws and CyraCom internal Regulations and Procedures, review and prepare reports to brief upper management on a weekly basis.
  • Conduct investigations and internal audits for HR and Payroll of alleged criminal violations of Federal tax statutes and make recommendations for criminal prosecutions and civil penalties.
  • Manage critical decisions exercising sound judgment utilizing Knowledge and the use of forecasted call volume and arrival patterns to create schedules for more than 3,000 employees for 44 staffed languages.
  • Provide supervisors and employees with Payroll resources and time code guidance. Provides guidance on general and employee-specific questions regarding the Company Benefits.
  • Support the management of grants process in our department to ensure quality and timely completion/submission of research proposals.
  • Direct initial review and advise hiring and recruitment on positions description forms to ensure accuracy and alignment with the company needs. Involved in the full lifecycle of employment of new employees, including development of positions, coordinating with Recruiting, IT, Payroll, Training, and other departments to guarantee a smooth process.
  • Business division supervisor responsible for coordinating scheduling staff, establishing program priorities, creating procurement plans, developing deadlines, and training leaders and new employees.
  • Practical knowledge of business organization and commercial policies practices for the company; This includes knowledge of business fraudulent such as transfers, secured and unsecured debts, negotiable instruments, and business corporations.
  • Provide administrative support like making copies, answering the phone, faxes, emails, and community outreach.
  • Oversee my team employees to ensure the day-to-day administrative workload for them. Provides feedback, annual appraisals, Transfers, Promotions, Merits, manages timecards, approves leave, administers rewards, and correction actions as necessary. Fields employee issues, grievances, and disputes.
  • Attention to detail assist Work Force Management manager with daily routines such as calendar meetings, daily logistic reports, conducts weekly meetings and takes notes and distributes decisions to all personnel.
  • Completes projections for financial resources for a variety of programs, Analyzes Work Force Management data and programs in databases such as IEX, NICE, Workday in accordance with all procedures and takes appropriate actions based on the data acquired.
  • Strong Spanish speaker and directly in charge of all the communication and supervision of our two international centers’; one in Mexico and South America.
  • Supervised monthly, quarterly, and yearly reviews of all Operational interpreters, performing a strategic analysis of the languages and provides the data to multiple departments for research.
  • Coordinating and administrating electronic and paper files that include private personal information (PPI) in accordance with company policy and procedures. Ensures appropriate and timely disposition. Knowledge of electronic data exchange and the ability to conduct business online, including the use of the internet and intranet.
  • Troubleshoots all Workforce and Ops Systems in the company, including a WFM SharePoint; provide strategic advice to the Leadership department; enforcing administrative procedures to include scenarios that deviate from standard procedures. Provides analytical results through reports, presentations, and summaries using the knowledge of data analysis and analytics to several departments and clientele.

Education

Associates in Business ABUS
Pima Community College Dec 2013 - Present
Community College of Southern Nevada - Dec 2005
Autonomous University of Baja California, Mexico - Dec 2001