Debora De Melo
Resumen profesional
Strategic-minded professional with a strong background in HR and international client relations, now transitioning into Project Management. Proven ability to handle end-to-end processes with extreme meticulousness, ensuring seamless coordination between global stakeholders and internal teams. Highly organized and disciplined, my professional background is defined by the rigorous achievement of strategic goals and a demonstrated ability to guarantee project completion within established deadlines, without compromising on quality
Datos destacados
3
3
years of post-secondary education
19
19
years of professional experience
Experiencia
Labor & Employee Relations Manager
Concentrix
Barcelona, Spain
2024.04 - 2026.04
- Stakeholder & Union Relations: Facilitated regular negotiations with works councils and unions, serving as a primary point of contact to ensure transparent communication and support strategic decision-making.
- Conflict Resolution & Escalation Management: Resolved complex labor conflicts through diplomatic and effective problem-solving, ensuring minimal operational disruption and maintaining team cohesion.
- Negotiation & Project Implementation: Led the end-to-end negotiation and implementation of critical internal initiatives, including Equality Plans, collective procedures, and organizational policies.
- Regulatory Compliance & Governance: Managed high-stakes administrative processes with rigorous attention to detail, ensuring full alignment with Spanish labor regulations and internal corporate standards.
- Cross-Functional Coordination: Acted as a central liaison to facilitate stakeholder communication and bridge departmental requirements, ensuring project milestones were met with precision.
HR Onboarding & Quality Manager
Concentrix
Barcelona, Spain
2023.03 - 2024.05
- End-to-End Onboarding Strategy: Managed comprehensive onboarding operations, ensuring a seamless employee experience and full compliance with Spanish employment legislation.
- Documentation & Lifecycle Management: Oversaw the entire onboarding lifecycle, including employment contracts, regulatory registrations, and sensitive employee documentation with meticulous attention to detail.
- Cross-Functional Collaboration: Partnered with HR, IT, Facilities, and Operations departments to drive workforce readiness and maintain high standards of operational excellence.
- International Liaison: Served as the primary point of contact for complex immigration and work permit matters, facilitating smooth transitions for international talent.
- Policy & Compliance Governance: Maintained and optimized HR policies and onboarding procedures, ensuring consistent adherence to both legal requirements and organizational standards.
Workforce Manager
Webhelp
Barcelona, Spain
2020.01 - 2023.03
Sales Team Manager
Webhelp
Barcelona, Spain
2018.03 - 2019.12
Workforce Manager
Webhelp
Barcelona, Spain
2013.11 - 2018.02
- Workforce Planning & Scalability: Forecasted global staffing requirements and optimized scheduling for 120+ agents across EMEA and APAC, ensuring seamless operational coverage and performance.
- Operational Reporting & KPIs: Produced data-driven reports on productivity, attrition, and workforce performance, using metrics to identify trends and drive continuous process improvements.
- HR Governance & Compliance: Managed the full employee lifecycle, including contracts and payroll, while ensuring strict adherence to Spanish labor law and internal HR policies.
- Cross-Functional Collaboration: Partnered with Talent Acquisition, Operations, and Program Directors to resolve operational issues and align team activities with business objectives.
- Process Optimization: Led operational improvement projects, leveraging workforce management systems to streamline workflows and increase organizational efficiency.
Workforce Analyst
Webhelp
Barcelone, Spain
2010.11 - 2013.11
- Workforce Planning & Strategy: Led workforce planning and scheduling for a 200-agent customer service operation across Barcelona and Berlin, ensuring optimal resource allocation and strict adherence to SLAs.
- Operational Optimization: Managed staffing forecasts, leave administration, and overtime planning, effectively balancing operational efficiency with complex business requirements.
- Data Analysis & Reporting: Produced and analyzed workforce metrics and performance reports, providing actionable insights on productivity, absenteeism, and billable utilization to drive continuous improvement.
Team Leader
Concentrix
Barcelona, Catalonia
2010.01 - 2010.11
- Team Leadership: Led a team of 15 advisors, overseeing performance, coaching, and talent development through 1:1s and tailored action plans.
- Operational Management: Managed staffing, scheduling, and absence for multiple teams based on call volume forecasts to ensure optimal productivity.
- Quality & Targets: Consistently met CSAT, sales, and quality targets by monitoring processes, identifying knowledge gaps, and implementing improvements.
- Client Relations: Served as the primary liaison for an Irish-based client, leading daily operations calls and conducting weekly/quarterly business reviews.
- Process & Escalation: Managed technical escalations between internal IT and client stakeholders while maintaining a motivated, high-performing office environment.
Customer Service Representative
Concentrix
2009.06 - 2009.12
- End-to-End Aftersales Management: Managed the full post-purchase lifecycle, including payment tracking, logistics coordination, and hardware replacements for a leading international consumer electronics brand.
- Stakeholder Escalation & Liaison: Served as the key point of contact for the client’s headquarters in Ireland, coordinating with administrative and financial departments to resolve complex operational issues.
- Performance & Quality Excellence: Consistently maintained high client satisfaction (CSAT) levels by managing documentation, troubleshooting logistics, and ensuring seamless service delivery.
Bank Teller
Banque BCP S.A.S.
2007.10 - 2009.02
Intern
Dolce Hotels
2007.03 - 2007.08
Formación
Bachelor's Degree - International Turism
Université de Cergy-Pontoise
France 2005.09 - 2008.07
Enfatiza tus habilidades clave
Leadership: Proactive Leadership, Team Management, Mentoring
Operational Skills: Customer Service Management, Advanced Excel Proficiency
Soft Skills: Collaborative Team Player, Positive Mindset, Management Adaptability, High Professional Integrity
Languages
English
Avanzado
French
Experto
Spanish
Experto
C2
Portuguese
Intermedio
Catalán
Básico
A2
Cronología
Labor & Employee Relations Manager
Concentrix
2024.04 - 2026.04
HR Onboarding & Quality Manager
Concentrix
2023.03 - 2024.05
Workforce Manager
Webhelp
2020.01 - 2023.03
Sales Team Manager
Webhelp
2018.03 - 2019.12
Workforce Manager
Webhelp
2013.11 - 2018.02
Workforce Analyst
Webhelp
2010.11 - 2013.11
Team Leader
Concentrix
2010.01 - 2010.11
Customer Service Representative
Concentrix
2009.06 - 2009.12
Bank Teller
Banque BCP S.A.S.
2007.10 - 2009.02
Intern
Dolce Hotels
2007.03 - 2007.08
Bachelor's Degree - International Turism
Université de Cergy-Pontoise
2005.09 - 2008.07