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Skills

  • KPI Visualization and Analysis
  • Proactive Workforce Planning
  • MS Office
  • Multichannel Contact Center Support
  • Data Analytics for Resource Allocation
  • Performance Reporting and Insights
  • Agent Coaching for Performance Optimization
  • Increase in Agent Productivity 47%
  • Relationship development
  • Communications

Work Experiences

  • Achieved Innovation Award for maintaining service level standards.
  • Provided targeted advice on issues such as applicable employment regulations, compensation strategies, and internal systems to assist businesses in modernizing antiquated or ineffective practices.
  • Created weekly adherence reports.
  • Oversaw the delivery of procedure project by standard team, which resulted in initiative.
  • Achieved a 46% reduction in scheduling errors.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Conducted real-time analysis of queue status and took immediate corrective action to ensure compliance with service level targets across 15 channels.
  • Coordinated with cross-functional teams.
  • Assisted in the implementation of workforce management software Asana.

Summaries

  • Achieved a 40% reduction in overtime costs.
  • Adept in providing tactical, real-time scheduling and queue management solutions that contributed to sustained service level performance, achieving a 79% decrease in abandoned calls and missed SLAs.
  • Collaborated with compliance to improve workforce operations.
  • Adept in providing tactical scheduling solutions.
  • Achieved 16% reductions in idle time.
  • Analyzed real-time data.
  • Adjusted break schedules for operational continuity.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved 48% gains in scheduling precision.
  • To categorize positions, successfully gather and evaluate information, interview employees, and assess occupational information.

Accomplishments

  • Automated real-time agent performance monitoring, which reduced manual oversight efforts by 73% and improved decision-making speed.
  • Maximized agent utilization by implementing dynamic staffing models, leading to a reduction of 53% in missed SLAs during high-traffic periods.
  • Used historical performance data and real-time trends to create dynamic workforce allocations, minimizing overtime costs during peak periods by 66%.
  • Successfully coordinated real-time staffing adjustments during peak hours, maintaining a consistent service level agreement (SLA) of over 30%.
  • Collaborated with IT and Operations for the integration of advanced reporting features within workforce tools, reducing manual intervention by 17%.
  • Resolved product issue through consumer testing.
  • Introduced a break schedule optimization method that reduced performance gaps during high-volume periods, raising overall productivity by 81%.
  • Enhanced agent adherence compliance through proactive communication and real-time alerts, increasing overall department productivity by 32%.
  • Collaborated with operations to refine break schedule algorithms that lowered agent idle time by 56%, resulting in better agent occupancy.
  • Monitored real-time adherence and implemented action plans that improved staff productivity, helping the department to meet 6-day targets for service levels.

Affiliations

  • Society of Women Engineers
  • Intraday Operations Excellence Group
  • Real-Time Data Analysts Member Group
  • National Association of Social Workers
  • Project Management Institute
  • International Customer Management Institute (ICMI)
  • Society for Human Resource Management (SHRM)
  • Telecommunications Industry Association (TIA)
  • Society of Human Resource Management
  • Society of Workforce Planning Professionals (SWPP)

Certifications

  • Advanced Workforce Management Certificate from Ironclad Systems
  • Advanced Certificate in Real-Time Monitoring
  • Google Certified Professional Cloud Architect
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Workforce Reporting Analyst
  • CompTIA Network+
  • Certified Quality Assurance Specialist — Call Centers
  • Certified Contact Center Manager (CCCM)
  • CompTIA Security+

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