Mariana F.

About Mariana F.

I keep a 75-person global support organization running at 98% performance, owning real-time workforce operations, capacity planning, and incident response at Bloomberg.Day to day, I manage coverage, schedule adherence, and time-off planning across a global team. I analyze staffing and call volume data to forecast demand, lead incident response during service disruptions, and build AI-assisted automation that reduces manual work and improves reporting accuracy.I also lead Bloomberg\'s Portuguese Language Support Program, managing interviews, training, quality reviews, and readiness certification for a 20-person cohort. I stay hands-on with complex customer issues when it counts.Before Bloomberg, I led end-to-end payroll operations for a Fortune 500 client supporting employees, managing a team of 20 HR operations analysts.I\'m most interested in roles focused on operations management, workforce planning, and operational excellence in fast-moving, technology-driven environments.Core skills: WFM, capacity planning, real-time adherence, incident management, process automation, SQL, Python, AI workflows, bilingual (English/Portuguese).

Experience

1. Support Operational Specialist

   Bloomberg

   Jun 2022 — Present · New York, NY, US

   Own real-time workforce operations for a 75-person global customer support organization, consistently achieving 98% performance against service-level targets.• Manage daily coverage, schedule adherence, off-queue approvals, and time-off planning to maintain uninterrupted service across multiple time zones.• Analyze staffing and call volume data to forecast demand, reducing over/under-staffing and supporting data-driven capacity planning decisions.• Lead incident response and staffing reallocation during service disruptions, minimizing customer impact and restoring normal operations quickly.• Built AI-assisted automation and internal tools that reduced manual reporting work by an estimated 60%, improving data accuracy for leadership decisions.• Lead the Portuguese Language Support Program: manage interviews, training, QA, and certification for a 20-person bilingual cohort.• Maintain hands-on customer support during high-impact issues, serving as an escalation point for complex cases.

Education

• The Grace Hopper Program at Fullstack Academy

  Certificate, Software Engineering

• Senac Brasil

  Bachelor's degree, Business Administration and Management, General

  2007 — 2012