Sofia Thompson Romano

• Managed multiple client accounts, monitoring project performance to ensure success, alignment with key objectives, adherence to quality standards, and compliance with company policies. • Ensured accuracy and efficiency in project forecasts and schedules, while preparing comprehensive reports and documentation to support decision-making. • Supervised team performance through regular 1:1 meetings, clear expectation setting, quality reviews, and continuous guidance to achieve optimal results. • Approved overtime, absences, shift swaps, and vacation requests for my team and assigned accounts, ensuring compliance with company policies. • Led weekly meetings with clients and managers to deliver project updates, gather feedback, and foster open communication between management and team members. • Trained and onboarded new employees, facilitating a smooth integration into both the team and company culture.

• Managed Spotify and Adobe accounts in the Workforce Area, supporting over 400+ employees. • Created and maintained schedules, overseeing the OT and incentives, to ensure agent adherence and service level compliance to optimize productivity and cost efficiency. • In charged of the employee access tool, including onboarding/offboarding and skill configuration. • Generated and analyzed reports, including staffing, shrinkage, and performance metrics, ensuring data accuracy across multiple systems, but also generated any other extra report the client needed • Coordinated training sessions and operational huddles, optimizing schedules when needed to consistently meet target SLAs and coverage. • Led weekly client meetings to present key information such as Adherence, Occupancy, Shrinkage, and Planned/Unplanned Absences. • Managed and provided guidance to Junior Workforce Analysts supporting the Spotify account. • Trained new team members in Workforce Management processes, tools, and best practices.

DXC Technology (Former Hewlett Packard Enterprise) Business Asset Management Analyst Asset Analyst (February 2018 – April 2019) Responsible for manage the assets (hardware and software) from different companies, manage the assets leasing and also manage the buyouts of the assets in case the client wants to buy them. Software maintenance on Software products purchased by HPE and delivered to third-party locations, also procured through HPE, following the same procedure, software maintenance renewal process or all other HPE obtained software maintenance. Audits the validity of asset data contained in the Asset Management repository or in Service Now and correct data when errors or duplicates are identified. Run reports in Excel, Access ESL, Service Now and DDMI and Analyze data. Create documentation to standardize processes. Host meetings with the client. Search, add, update and remove assets in Asset Manager, CDC or Service Now. SSL certificates renewals and new purchases Identifies the service level required for assets to ensure third party service agreements are in place to support required service levels and maintains vendor service level data in the Asset Management repository.

DXC Technology (Former Hewlett Packard Enterprise) Workforce Management Intraday Analyst\ Scheduler \ Forecaster Jr. \ Duty Monitor (May 2016 – February 2018) Responsible for creating schedules and publish them so the agents can follow it, approving vacations, setting up training or huddles, schedule optimization in order to keep the SLA target. Add and remove new employees in the system. Setting up the skills employees need to work Running reports of ASA (Average Speed of Answer), SLA, Abandon Rate, Trace Activation on agents with odd behaviors in Avaya (CMS) and analyze data. Real time monitoring so the queue will always has agents available to take the calls, also report any anomaly or questionable agent behavior. Run any report management ask for. ABS and adherence basics (Aux usage), tracking attendance. Run Absenteeism reports every week of all the employees. Host monthly meetings with every account management and/or the client and show them how the account was in the month: Adherence, Occupancy, Shrinkage, Absences (planned and unplanned) Analyze and forecast the proper headcount, interval performance and workload based on historical information, to ensure the account achieve the metrics and SLA each month. Training new coworkers in Workforce Management knowledge.