Experienced Resource Planning Specialist with a proven track record in workforce management, scheduling optimization, and operational efficiency. Skilled at identifying inefficiencies, implementing data-driven solutions, and enhancing resource utilization to achieve organizational goals. Adept at managing high-pressure situations and fostering cross-department collaboration to drive employee satisfaction through innovative scheduling strategies. Proficient in Microsoft Excel, Salesforce, and other workforce management tools, with a strong focus on aligning workforce needs with business objectives. Recognized for commitment, adaptability, and delivering measurable results that support organizational success.
Hi, I’m
NATALIE MELISSA LOPEZ
GLOBAL RESOURCE PLANNING SPECIALIST
Rawang
Summary
Overview
13
years of professional experience
25
years of post-secondary education
2
Languages
Work History
LoopUp
Resource Planner
10.2022 - 11.2024
Job overview
- Delivered real-time workforce solutions during peak periods, ensuring optimal staffing and minimal wait times.
- Identified and resolved inefficiencies in scheduling processes, enhancing resource utilization and reducing overtime costs.
- Conducted capacity analyses to inform strategic staffing decisions and align workforce needs with business objectives.
- Optimized schedules by evaluating skills, availability, and workload requirements, increasing productivity and minimizing burnout.
- Improved employee satisfaction by proactively resolving scheduling conflicts and implementing flexible solutions.
- Strengthened cross-department collaboration through clear communication and timely responses to inquiries.
- Maintained accurate records of attendance and leave, ensuring payroll precision and compliance.
- Introduced cross-training initiatives to enhance team flexibility and adapt to dynamic business needs.
Premiere Global Services (PGi)
Global Resource Planning Specialist
04.2019 - 10.2022
Job overview
- Directed global scheduling of Client Servicing Associates, ensuring smooth operational workflows and adaptability to evolving demands.
- Developed innovative scheduling processes to address staffing challenges, enhancing overall team functionality.
- Collaborated with department leaders to align resource strategies with business goals, maintaining consistent service delivery.
- Demonstrated expertise in workforce planning tools, creating precise schedules that addressed the unique needs of various stakeholders.
- Provided comprehensive reports on resource allocation and availability, empowering leadership to make informed strategic decisions.
- Fostered a culture of flexibility and support by implementing employee-focused scheduling practices, improving team dynamics.
Alexander Mann Solutions
Senior Recruitment Coordinator
11.2017 - 03.2019
Job overview
- Spearheaded end-to-end recruitment coordination across APAC regions, ensuring seamless hiring for MSD Malaysia, Korea, Hong Kong, and Singapore.
- Streamlined vacancy creation and approval processes using the Daily Global Vacancy Report and Taleo system, expediting requisition assignments.
- Activated sourcing channels promptly, ensuring compliance with SLA requirements and disseminating job notifications region-wide.
- Administered Select International assessments, delivering detailed reports to recruiters and ensuring timely candidate completion tracking.
- Orchestrated interview logistics, managing schedules, venues, and technology to create a positive candidate experience.
- Optimized onboarding processes by preparing New Hire Forms, verifying offer letters, and coordinating background checks and IT setups.
- Monitored global background checks via First Advantage, ensuring compliance with documentation and completion timelines.
- Contributed to process improvements through implementation meetings and advocated for system enhancements.
- Maintained recruitment process integrity by developing comprehensive trackers for real-time progress monitoring and addressing discrepancies.
- Created an APAC Holiday tracker to manage team leave schedules and conducted regular Taleo cleanups to ensure system accuracy.
- Scrutinized recruitment invoices to flag inconsistencies, supporting financial accuracy and operational efficiency.
- Managed the APAC mailbox effectively, delegating tasks to optimize workflow and ensure timely responses.
Premiere Global Services (PGI)
Provisioning Specialist
01.2015 - 12.2016
Job overview
- Coordinated client communication and internal updates to ensure seamless service delivery and adherence to project timelines.
- Participated in strategic meetings to facilitate efficient client onboarding and product setup processes.
- Configured companies, clients, and users within PGi systems, ensuring compliance with product guidelines and timelines.
- Managed order processing for third-party partners, resolving escalations promptly to maintain service quality.
- Ensured the accuracy and completeness of received data to enable efficient order fulfillment.
- Applied standard and exception management processes to provisioning tasks, balancing flexibility and consistency.
- Leveraged extensive knowledge of PGi products to develop tailored solutions that met diverse client needs.
- Addressed and escalated client inquiries on account management and billing, maintaining a high level of client satisfaction.
- Enhanced Tier 1 support knowledge by sharing expertise in provisioning, improving team communication and responsiveness.
- Collaborated with customer support and cross-departmental teams to drive product and process improvements.
- Maintained accurate records of client and conference setups, contributing to detailed and actionable reporting.
- Supported investigations to uphold the integrity and accuracy of client and product data, ensuring operational reliability.
Premiere Global Services (PGi)
Assistant Team Leader/Regional Resource Planner
05.2014 - 12.2014
Job overview
- Assisted the APAC Call Delivery Team Manager in leading daily operations, monitoring team performance, and mentoring agents to enhance proficiency and productivity.
- Directed daily scheduling for the Conference Call Delivery Team across APAC regions, dynamically adjusting resources to meet evolving business needs.
- Strategically aligned workforce skills with business objectives, ensuring efficient management of time-sensitive schedules within a five-day planning framework.
- Collaborated with leadership and training specialists to integrate team development programs seamlessly into operational workflows.
- Utilized advanced Excel techniques to prepare and distribute detailed agent schedules, tailored to specific client engagement requirements.
- Optimized headcount utilization, achieving equitable workload distribution and improving overall team efficiency across APAC territories.
- Addressed workflow adjustments, leave requests, and shift changes promptly to maintain uninterrupted operations.
- Supervised the post-training buddy system, ensuring agents received comprehensive evaluations and practice before full deployment.
- Acted as deputy to the APAC Call Delivery Team Manager, stepping into leadership roles as needed to support operational success.
Premiere Global Services (PGi)
Meeting Consultant
03.2012 - 04.2014
Job overview
- Delivered comprehensive operator-assisted meeting solutions, managing the planning, execution, and post-event processes for high-profile conference calls.
- Coordinated reservations for operator-assisted calls across direct and reseller channels, utilizing phone, email, and online systems to ensure seamless client experiences.
- Provided tailored client consultations to identify essential conference features, implement flawless solutions, and proactively address potential issues with strategic upselling opportunities.
- Ensured strict adherence to Service Level Agreements (SLAs) for timely reservation confirmations and client communications.
- Developed precise scheduling and staffing plans to meet the specific needs of each conference event.
- Facilitated live conference calls with technical expertise, managing setup, and conducting detailed pre- and post-conference briefings with moderators and speakers.
- Responded swiftly and effectively to last-minute client requests and unforeseen challenges during live events, ensuring uninterrupted service.
- Operated advanced conferencing equipment, including Q&A management, polling, and recording, to meet detailed client specifications.
- Delivered secure and efficient Answer Line support, maintaining confidentiality and ensuring clients were connected to their events seamlessly.
- Produced professional post-call deliverables, including audio editing, distribution, and detailed participant and polling reports, ensuring a high standard of service quality.
Education
Inti International UniversityKuala Lumpur, Malaysia
Bachelor of Business from International Business
04.2001 - 01.2026
University Overview
Skills
Workforce Management: Expertise in real-time scheduling, resource allocation, and capacity planning
Key Achievements
Key Achievements
- Make a Difference Award: Recognized in Q1 and Q4 of 2020 for outstanding dedication, commitment, and contributions that elevated organizational performance.
- Spearheaded scheduling improvements, leading to enhanced resource utilization and reduced wait times.
- Streamlined recruitment processes, resulting in improved time-to-hire metrics and higher stakeholder satisfaction.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Resource Planner
LoopUp
10.2022 - 11.2024
Global Resource Planning Specialist
Premiere Global Services (PGi)
04.2019 - 10.2022
Senior Recruitment Coordinator
Alexander Mann Solutions
11.2017 - 03.2019
Provisioning Specialist
Premiere Global Services (PGI)
01.2015 - 12.2016
Assistant Team Leader/Regional Resource Planner
Premiere Global Services (PGi)
05.2014 - 12.2014
Meeting Consultant
Premiere Global Services (PGi)
03.2012 - 04.2014
Inti International University
Bachelor of Business from International Business
04.2001 - 01.2026
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