Open to opportunities

Tiago da Bernarda

@tiagodabernarda

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Workforce Management & HR Operations specialist improving staffing, compliance, and service continuity.

Portugal

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What I'm looking for

I’m looking for a role where I can own workforce planning and HR operations, drive compliant scheduling and forecasting, and use Workday/Oracle analytics to improve KPI adherence, service quality, and employee availability.

I’m a Workforce Management and HR Operations professional with 10+ years of experience across high-volume support operations, enterprise platforms, and people coordination. I align staffing capacity, scheduling, compliance, and performance to protect operational continuity while keeping service quality and employee availability strong.

In my most recent role, I managed HR and workforce operations for 220 collaborators across multiple departments, supporting 5 projects and 3 clients. I delivered 120% staffing target coverage by coordinating overtime availability, securing backup resources, and balancing PTO usage to maintain coverage during shifting demand.

I also focus heavily on process and systems impact—redesigning Workday and Oracle workflows to reduce HR/system request resolution time by 35%. I use WFM dashboards and KPI reporting to drive better schedule adherence and SLA performance, and I’ve consistently improved operational outcomes through forecasting routines, labor law compliance, and continuous improvements.

Experience

Work history, roles, and key accomplishments

Workforce Management Specialist

ManpowerGroup - Project Avalon

May 2023 - Apr 2025 (1 year 11 months)

Managed workforce and HR operations for 220 collaborators across 5 projects and 3 clients, ensuring staffing, time & attendance, leave tracking, contracts, payroll inputs, and benefits administration. Built forecasting and scheduling routines, delivered 120% staffing target coverage, ensured labour law compliance, and redesigned Workday/Oracle workflows to reduce HR/system request resolution time

Workforce Planning Scheduling Time and Attendance Overtime Coordination Capacity Planning Workload Distribution HR Operations Benefits Administration WFM Dashboards performance reporting KPI Reporting Oracle Workday Power BI SQL Excel Power Query Workflow Automation

Technical Lead & Quality Analyst

Randstad - Apple

Sep 2018 - May 2023 (4 years 8 months)

Provided multilingual Tier 2 technical and operational support across 12+ digital platforms while maintaining a 95%+ CSAT score. Led quality audits and KPI reviews to improve SLA compliance by 27%, reduced bug resolution time by 40% through escalations and structured UAT feedback, and supported agent mentoring to reduce ramp-up time by 20%.

Tier 2 Technical Support Quality Assurance Performance Monitoring Training Process Improvement Escalation Management UAT SLA CSAT Windows MacOS Android iOS

Operations & Infrastructure Manager

LanHouse Station

Jan 2016 - Jan 2018 (2 years)

Managed local operations and infrastructure planning while coordinating customer experience and end-to-end event execution. Co-developed a custom OS overlay to manage user access and software provisioning (reducing manual effort by 50%), expanded non-gaming revenue by ~25%, and organized 12+ e-sports tournaments with logistics, staffing support, and operational readiness.

Operations Management Infrastructure Planning Customer Experience Event Management Access Control Partnership Development Graphic Design Printing Content Editing

Systems & Billing Support Coordinator

PT Contact / Portugal Telecom Group

Jan 2012 - Jan 2015 (3 years)

Coordinated customer-facing and backend telecom support covering billing, provisioning, legal-account handling, field coordination, and operational tracking. Processed 8,000+ billing and provisioning cases per year using Oracle and MS-DOS, achieved a 98% installation approval rate through migration workflow coordination, and served as a team coordinator for task distribution, onboarding support, a