Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Florencia Sdrigotti

Lomas de Zamora

Summary

Proficient in workforce management and capacity planning, with a strong focus on stakeholder collaboration and performance management. Committed to leveraging expertise in data analysis and process optimization to drive measurable improvements in operational outcomes.

Overview

6
6
years of professional experience

Work History

Workforce Management & Deep Dive Team Lead

Cognizant
Buenos Aires
2023.10 - Current
  • Continuous Improvement Initiatives: Identified opportunities to optimize Workforce processes, significantly enhancing productivity and service quality.
  • Tool Implementation and Management: Implemented and managed Workforce Management tools, improving planning, forecasting accuracy, and real-time decision-making.
  • Training Team Collaboration: Partnered with training and development teams to ensure staff readiness and bridge skill gaps based on projected demand.
  • Real-Time Decision Making: Managed unexpected demand fluctuations, such as call volume spikes, by rapidly reallocating resources to maintain operational stability.
  • Billable HC Allocation: Participated in strategic meetings for Billable Headcount distribution, ensuring alignment with end-client requirements.
  • Stakeholder Communication: Served as the primart POC between operations teams and senior management, ensuring workforce plans stayed aligned with organizational goals.
  • Dashboard & Reporting Development: Developed executive dashboards and reports to track KPIs, analyze trends, and communicate actionable insights.
  • Employee Engagement: Implemented strategies to boost motivation and engagement within the team.

Policy Team Leader

Cognizant
Buenos Aires
2023.01 - 2023.10
  • Team Leadership: Led a team of 15 Policy Specialists, ensuring full alignment with quality standards and established policies within the Google Ads platform.
  • Performance Management: Designed and implemented coaching and training programs that resulted in a measurable increase in agent autonomy and efficiency.
  • Data-Driven Optimization: Conducted deep-dive metric analysis to mitigate operational risks and proposed preventive actions to address goal deviations.
  • Stakeholder Relations: Acted as the primary point of contact for the end client (Google), presenting weekly, monthly, and quarterly impact reports.

Floor Control - Workforce Management

Cognizant
Buenos Aires
2022.01 - 2023.04
  • Capacity Planning: Organize operational workload distribution for 70+ agents, optimizing coverage across both live and offline channels.
  • Operational Efficiency Management: Implemented forecasting models and backlog management strategies that reduced wait times and improved SLA compliance.
  • Process Improvement: Partnered with Google Ads leads and managers to standardize workflows, driving a significant increase in overall operational productivity.
  • Crisis Management: Led immediate action plans during unexpected volume spikes, ensuring business continuity and stabilizing key metrics.

Senior Process Excecutive - Voice

Cognizant
Buenos Aires
2019.11 - 2022.01
  • Operational Excellence: Consolidated service quality standards for voice channels, mentoring junior team members and ensuring the resolution of high-complexity cases.
  • Specialized Technical Support: Managed high-complexity workflows, achieving a reputation for technical precision and customer service efficiency.

Education

High School Diploma -

Euskal Echea
Provincia De Buenos Aires
2014-12

Marketing

UADE
Buenos Aires

Skills

  • Workforce management
  • Data analysis
  • Tool implementation
  • Process optimization
  • Capacity planning
  • Performance management
  • Google Ads
  • Microsoft Office
  • Stakeholder relations
  • Real-time decision making
  • Effective communication
  • Problem solving
  • Strategic planning

Languages

English
Upper Intermediate (B2)
B2
Spanish
Native
Native

Timeline

Workforce Management & Deep Dive Team Lead

Cognizant
2023.10 - Current

Policy Team Leader

Cognizant
2023.01 - 2023.10

Floor Control - Workforce Management

Cognizant
2022.01 - 2023.04

Senior Process Excecutive - Voice

Cognizant
2019.11 - 2022.01

High School Diploma -

Euskal Echea

Marketing

UADE
Florencia Sdrigotti