Juliana Garcia

Managed high-volume hiring for fulfillment centers and delivery stations, ensuring legal compliance for casual employees.
Led projects to reduce hiring costs and streamline processes using Gemba Methodology.
Automated reporting by integrating data from various platforms into Quicksight, eliminating manual input.
Developed and implemented a third-party roster platform to satisfy operational requirements for casual workforce.

Manage relationship and contract KPI with 3 different casual labor hiring agencies.

Create and build from the ground Strategic Workforce Planning function creating a comprehensive long term (5 years) planning tool that is now used as best practice on the region Asia Pacific (Japan, India, Malaysia and Vietnam) Markets.
Responsible for forecasting and resource planning based on Business strategy for BMW Finance and BMW Sales Call
Centers. Support to the operations team's scheduling to achieve service levels after deployment of new telephony
system.
5 year Long term strategic planning, forecast and weekly resourcing for back office function for New Business department (Acceptance, Verification and Settlements) with the aim to improve Turn Around Time to achieve business
stretch target and better customer experience. With the right Forecast and analysis I was able to decrease processing Turn Around Time from 234 min to 11 min.
Long term Forecast and resource planning for Collections department to meet business requirements and customer
demand for outbound and inbound call as well as salvage and recoveries team workload.

Responsible for Quality improvement function for back of house operations including the end to end delivery of the
quality assurance, improvement plans and Quality KPI reporting and analysis for all Operations teams.
Manage a team of 16 Quality Assurance Specialist offshore, 2 Operations Specialists and 5 Quality Improvement Analysts
onshore.
Lead the project transition and implementation quality framework and KPIs for offshore industry partners to time and
budget.
Bring the customer feedback into the operations area so it is relevant and part of Quality Improvement Plans.

Executed workforce planning for business transformation following system changes while managing workload during implementation.

Developed reporting capabilities to enhance visibility on performance and workload prioritization post-transition.

Established and maintained 18-month rolling forecast with resource and capacity models across operations.

Managed Operations Resources budget totaling $12M, ensuring compliance and efficiency.

Conducted analysis and reporting on key metrics, automating reports to identify proficiency improvement opportunities.