Federico Vargas Lepiz

Experience

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  Grupo Radiofónico TBC (97.9 FM)

  Feb 2000 - Jan 2001

  Radio Speaker

  • Radio programmer, responsible for “on air” advertising and promoting sponsor’s information to all the audience. Owned conduction of live radio station events managing sponsor´s advertising and products during the event.

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  MANSAT S.A

  Sept 2004 - Mar 2012

  • Lead the service department, responsible of department operations with 70+ telephone agents, five senior expert agents and six supervisors. Accountable for staff´s performance and proper handle of ten thousand weekly contacts in average (high season) and five thousand (low season). • Increased average grade of service per agent from 70 to 83 points over a year period. Also, lowered late arrivals per agent from 5 a month to less than 3 in the same period.• Boosted the department training completeness rate from 86% to 98% with satisfactory test quality results and by the established deadline. • Established a culture of achievement and discipline execution being a leader by the example. Implemented effective action plans, weekly meetings, re-work reduction along with constant feedback and training. • Implemented weekly and monthly meetings, 1&1 sessions, training capsules on areas as conflict resolution, negotiation, and coaching. • Coordinated closely with the Human resources and Work Force Management departments assuring the work plans and quality standards. Show less -Service expert supervisor accountable for customer escalations or staff members inquires. Analyzed special requests and followed up (investigating) any circumstance that affected operations.- Proven skills to manage work teams, leader by example and responsible for 40+ telephone agents.- Effective handling of escalated cases, analyzed data to identify improvement areas and retain customers.- Managed team schedules, Human Resources single point of contact for PTO, benefits and performance management. Show less

  • Call Center Department Manager

    Sept 2010 - Mar 2012

  • Head floor Senior Supervisor

    Aug 2006 - Aug 2010

  • Customer Service / Data Clerk

    Sept 2004 - Aug 2006
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  IBM

  Apr 2013 - Feb 2016

  Project Staffing Professional

  • Created and provided staffing solutions in coordination with partner companies, the project management office (PMO) and different vendors on timely fashion. Sourced candidates for projects in North America. • Evaluated and screened candidates based on technical project requirements. • Ensured that the project resource needs were met, and that revenue, profit, and utilization are optimized by finding and staffing the appropriate resources.

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  VMware

  Feb 2016 - Dec 2023

  Resource Analyst - VMWare

  • Created and provided staffing solutions for different projects of the organization in close coordination with the Project Management Office (PMO). Worked closely to the Practice leads guaranteeing the quality of delivery and timely solutions.• Maintained resource’s utilization levels above 65%+ while handed rapid staffing solutions of incoming demand, projects with escalation cases or immediate unpredicted needs. • Leaded weekly meetings and presented the staffing solutions to 6 practice managers considering open request and pipeline projects. Solved staffing variances of ongoing projects and maintained records fully updated to facilitate business decisions. • Performed immediate actions on project variances (PVA - pauses, early roll off, escalations) to avoid or mitigate any negative impact to the resources’ utilization or the project continuity.• Spearheaded reports over a year timeframe in the RMO (Time to Staff, Bench, Partners, etc). Also selected to be part of the professionals to test and provide insights on different resourcing tools prior acquisition. • VMware Analyst for the RMO organization. Selected and assigned professionals, coordinated with Project Management Office (PMO) Leads and Practice Managers for staffing. Forecasted and supported to perform gap analysis, managed escalations, solved staffing conflicts. Enhanced processes and suggested changes based on analysis of the current state to manage the availability of PMO and forecast. • Launched the Inside Project Managers (iPMs) staffing process. Assigned demand to each of the 9 iPMs based on guidelines stablished in conjunction with Leads and Managers. Show less

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  Broadcom

  Dec 2023 - Mar 2024

  Sales Operations Analyst

  Worked on providing staffing solutions to VCF projects and supported the EUC practice after Broadcom adquired VMWare on Dec 2023.

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  HCLTech

  Apr 2024 - Oct 2024

  Sr. Analyst

  Transition from Broadcom to HCL. Still providing staffing solutions to VCF projects.

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  Mastercard

  Nov 2024 - now

  Senior Analyst, Business Process Improvement