Kim Fortunato
@kimfortunato
Workforce Management leader driving capacity optimization and operational excellence.
PhilippinesWhat I'm looking for
I am a results-driven Workforce Management and Operational Management leader with 11 years of progressive experience, including 7 years in leadership roles. I specialize in strategic resource planning, seat capacity optimization, playbook and SOP development, and Lean Six Sigma–driven process improvements that reduced processing time by 20% and improved accuracy by 15%.
I have led large-scale workforce optimization for 2,000+ FTEs, managed multi-account forecasting and scheduling for 2,500+ agents across 24 LOBs, and built high-performing WFM teams and reporting frameworks to support executive decision-making and SLA compliance. I focus on stakeholder engagement, risk mitigation, and mentoring teams to operate autonomously while delivering measurable operational impact.
Experience
Work history, roles, and key accomplishments
Workforce Optimization Manager
Aprio Inc.
Sep 2024 - Present (1 year 1 month)
Lead strategic workforce planning and seat capacity optimization for Tax Private Client Services covering over 2,000 FTEs; developed playbooks and KPIs that reduced processing time 20% and improved operational accuracy 15%.
Workforce Management Manager
Probe CX
Jun 2023 - Sep 2024 (1 year 3 months)
Managed WFM operations for 40+ analysts and 2,500+ FTEs across 24 LOBs, building playbooks and reporting frameworks that improved SLA adherence and operational efficiency.
ACOversaw capacity planning, seat utilization, and operational reporting; developed dashboards and KPI reports to support executive decision-making and optimized scheduling using Lean Six Sigma.
Workforce Capacity Supervisor
TaskUs
Nov 2020 - Nov 2022 (2 years)
Directed capacity planning and seat allocation across multiple LOBs, built operational playbooks and coaching frameworks to ensure SLA compliance and process consistency.
Workforce Management Lead
Diversify Offshore Staffing Solutions
Aug 2019 - Nov 2020 (1 year 3 months)
Managed daily reporting, forecasting, scheduling, and real-time monitoring across multiple accounts and designed seat allocation strategies for peak periods and absences.
RTA Team Lead & Reports Analyst
Sykes Asia, Inc.
May 2015 - Jul 2017 (2 years 2 months)
Oversaw RTA and reporting teams to ensure accurate reporting, seat allocation, payroll headcount checks, and SLA adherence across accounts.
Customer Service Representative
Convergys Philippines Services Corporation
May 2013 - Nov 2014 (1 year 6 months)
Provided customer service support while contributing to team-level SLA targets and operational processes.
Advertisement Consultant
Sulit.com.ph
Jun 2012 - Apr 2013 (10 months)
Sold and managed online advertisements, advising clients to optimize listings and drive engagement for the marketplace.
Education
Degrees, certifications, and relevant coursework
Kim hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
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