Breakfast Series:

The Power of 1:

Collaborating Session for WFM Professionals

Date & Location

Due to Covid-19, we are postponing this session until June.

Stay tuned for an update on the new date.

750 Lawrence Ave W, North York, ON, M6A 3E7

Agenda

8:00 am - Registration and networking

8:30 am - 10:00 am - Workshop

10:00 am - 10:30 am - Tour of contact centre

Seating is limited to CC Ops

Facilitator: 

John Kim, CIBC

Panel Members:

Felipe Jimenez, Sonnet

Felipe Jimenez is a Workforce Optimization Professional at Sonnet Insurance. Sonnet is a Canadian property and casualty insurance provider done completely online. Previously, Felipe worked as a Workforce manager for Desjardins Insurance where he progressed from being a Real-Time analyst, scheduling analyst and capacity planner to leading a team of analysts and consultants that supported multiple locations and business units. Felipe’s background in Industrial Engineering and his passion for efficiency have had a great influence during his 10 years in WFM.

Felipe’s approach to Workforce has a big focus on Innovation and employee experience. For the past five years Felipe had the opportunity to start two workforce teams from the ground up for State Farm Insurance in 2015 and Sonnet Insurance in 2017. 

Monique Alderman, CIBC

Monique is a servant leader who has humbly grown her WFM expertise over the last 18 years. She started as a real time analyst and has moved through all areas of WFM to eventually become Director of end to end WFM and Support Services. Monique prides herself on building high performing teams and leading by example. She is not afraid to roll up her sleeves and update schedules or produce a capacity plan but also enjoys building relationships with the business and developing strategies. Monique has both attended and spoken at a few WFM software and association conferences and is always willing to share her passion on all things WFM related. 

Joe Palermo, RBC

Joe is a business leader with more than 20 years of experience in strategic and operational roles with large financial and telecom organizations. Joe currently leads the Capacity Planning and Workforce Optimization team at RBC, focusing heavily on improving Service Level consistency while growing scheduling flexibility and control for agents. He has held several roles including leading Sales, Marketing, Reporting/Analytics, and front line operational teams across Canada and in the Caribbean.

Joe is a change champion. He encourages creative thinking and promotes opportunities to re-imagine the status quo. He is not afraid to take on large initiatives and successful at transforming client and employee experiences.

Joe gives back to his community through multiple volunteer organizations including the United Way, JDRF and Junior Achievements of Central Ontario. He has co-led campaigns and encouraged overwhelming participation and contributions.

When not at work, Joe enjoys DIY projects, travelling and kicking back with family and friends at the cottage.

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