Cairo Villela
Austin,TX
Summary
Results-oriented workforce management professional with over 5 years of diverse experience in WFM, customer support, quality assurance, and team leadership. Recognized for innovative problem-solving skills and dedication to empowering teams to achieve high performance. Demonstrated success in effectively managing workforce operations for teams of 100+ agents, driving operational efficiency, and enhancing service quality.
Overview
5
5
years of professional experience
Work History
Operations Workforce Management Specialist
Auctane
08.2023 - Current
- Point of Contact for Time Off: Serve as the primary contact for managing paid time off and unplanned leave requests, ensuring effective staffing and continuity for over 100 agents
- Point of Contact Off: BPO management for weekly schedules, real time analysis, training communication, company access
- Intraday & Real-Time Specialist: Monitor and analyze real-time agent performance and SLA metrics, utilizing data-driven insights to enhance workforce efficiency and productivity
- Schedule Optimization: Collaborate with the workforce management team to develop and execute optimized weekly schedules, aligning staffing with forecasted demands
- Performance Reporting: Create detailed reports and dashboards that communicate performance insights, trends, and opportunities for improvement to leadership
- Continuous Improvement: Actively participate in process improvement initiatives, working alongside training teams to develop documentation and resources that support workforce management excellence.
- Provided training on dashboard and package development to team members and management.
- Collaborated with cross-functional teams to resolve workforce issues and enhance overall productivity.
Operations Team Lead - Trust and Safety (Google Project)
Accenture
12.2022 - 08.2023
- QA Team Leadership: Led a team of quality assurance agents, providing coaching and performance feedback to maximize productivity and ensure adherence to quality standards
- Operational Troubleshooting: Investigated system issues, implementing effective resolutions that significantly reduced downtime and improved overall service delivery
- Root Cause Analysis: Conducted in-depth analyses to identify performance challenges, fostering a culture of continuous improvement through collaborative problem-solving.
- Led a team of professionals to achieve project goals on time and within budget constraints.
- Conducted regular performance evaluations, providing constructive feedback to promote professional growth within the team.
- Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives.
Quality Operations Team Lead - Trust and Safety (LinkedIn Project)
Accenture
06.2022 - 12.2022
- Team Management: Directed a team of 20 quality analysts, achieving results through strategic project implementation and continuous process enhancements
- SLA Compliance Oversight: Ensured effective workload distribution in alignment with SLAs, proactively managing resources to eliminate backlogs and optimize team performance
- Escalation Management: Acted as the primary point of contact for major escalations, effectively communicating solutions and maintaining stakeholder relationships.
- Analyzed data from various sources to identify trends, uncovering potential risks and opportunities for improvement in product quality.
- Collaborated with cross-functional teams to identify areas for improvement and implement corrective actions.
Instructor Trainer & Quality Analyst - Risk Operations and Payments (Meta Project)
Accenture
04.2022 - 06.2022
- Training Development: Onboarded and trained over 30 agents, creating and updating training materials that improved compliance and operational effectiveness
- Quality Assurance: Conducted weekly quality reviews for 20+ agents, providing constructive feedback to enhance individual and team performance metrics
- Fraud Analysis: Analyzed payment fraud patterns and collaborated with stakeholders to develop strategies addressing high-risk areas, significantly improving operational responses.
- Promoted classroom safety, collaboration, and best practices.
Senior Incubation Analyst - Trust and Safety (WhatsApp/Meta Project)
Accenture
06.2021 - 04.2022
- Workflow Support: Supported the incubation and launch of multiple workflows and applications, analyzing operational performance to pinpoint inefficiencies and propose actionable solutions
- Process Improvement: Enhanced workflow processes for a team of 19 agents, achieving a 58% reduction in SLA compliance issues through improved documentation and training initiatives
- Training Coordination: Developed and delivered training programs to align team members with company policies, ensuring consistency in operational practices.
- Enhanced startup success rates by providing guidance on business plans and strategies.
- Improved overall program outcomes by implementing best practices in incubator management.
Trust and Safety Content Moderator - Support and Abuse (WhatsApp/Meta Project)
Accenture
01.2020 - 06.2021
- Content Review Leadership: Analyzed user-generated content, maintaining a productivity rate exceeding expectations while achieving a 97% quality score
- Issue Resolution: Collaborated with cross-functional teams to investigate and resolve user-reported issues, significantly enhancing service quality and customer satisfaction
- Development Apprenticeships: Participated in apprenticeships for Subject Matter Expert Policy and Quality Assurance, further enhancing knowledge and expertise in content moderation.
Education
Associate of Science - Physical Education
Iesp
Joao Pessoa Skills
- Workforce Management (scheduling, real-time, intraday, staffing)
- WFM Software (eg, Tableau, Zendesk, Assembled)
- Quality Assurance Leadership
- Team Leadership
- Performance Metrics (SLAs and KPIs)
- BPO Management
- Analyzing patterns
- Adaptability
- Recruitment and hiring
- Payroll Management
- Excellent Communication Skills
Languages
Portuguese
Native or Bilingual
English
Native or Bilingual
Timeline
Operations Workforce Management Specialist
Auctane
08.2023 - Current
Operations Team Lead - Trust and Safety (Google Project)
Accenture
12.2022 - 08.2023
Quality Operations Team Lead - Trust and Safety (LinkedIn Project)
Accenture
06.2022 - 12.2022
Instructor Trainer & Quality Analyst - Risk Operations and Payments (Meta Project)
Accenture
04.2022 - 06.2022
Senior Incubation Analyst - Trust and Safety (WhatsApp/Meta Project)
Accenture
06.2021 - 04.2022
Trust and Safety Content Moderator - Support and Abuse (WhatsApp/Meta Project)
Accenture
01.2020 - 06.2021
Associate of Science - Physical Education
Iesp
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