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Skills

  • Collaborating with Stakeholders operations
  • Flexible Problem Solving During High-Volume Periods
  • Data-driven decision making
  • Proactive Workforce Planning
  • Business operations
  • Process improvement
  • Real-Time Queue Adjustments
  • Meeting Facilitations for Performance Reviews
  • KPI Visualization and Analysis
  • Multichannel Contact Center Support

Work Experiences

  • Analyzed intraday trends.
  • Contributed to a 27% increase in operational efficiency.
  • Avoided disruption.
  • Coordinated with cross-functional teams.
  • Transported Jira to the past year customer locations.
  • Analyzed intraday trends and dynamically adjusted staffing levels, leading to a 43% reduction in call abandonment rates.
  • Coordinated with cross-functional teams to adjust staffing levels during unplanned events, avoiding disruption and sustaining service levels.
  • Conducted real-time performance analysis.
  • Achieved a 24% increase in agent productivity.
  • Conducted real-time analysis of queue status.

Summaries

  • To categorize positions, successfully gather and evaluate information, interview employees, and assess occupational information.
  • Adept in providing tactical scheduling solutions.
  • Complete in-depth assessments with streamlined, logical systems to support process requirements.
  • Workforce Real Time Analyst with 17 years of successful quality assurance and process improvement experience.
  • Adjusted staffing requirements.
  • Adjusted staffing as needed.
  • Achieved a 75% decrease in abandoned calls.
  • Contributed to 40% improvement in Shrinkage Management.
  • Achieved a 65% reduction in errors.
  • Achieved 82% reduction in wait time.

Accomplishments

  • Optimized shift schedules to account for recurring high-traffic periods, reducing downtime by 19% without impacting service quality.
  • Created detailed intraday reports using Workday, assisting in improving real-time reactions to call volume surges and cutting escalations by 47%.
  • Coordinated with team leaders to identify bottlenecks in agent adherence and capacity, overcoming a 14-week service level deficit by better workforce alignment.
  • Used historical performance data and real-time trends to create dynamic workforce allocations, minimizing overtime costs during peak periods by 66%.
  • Played a crucial role in a service level improvement initiative which resulted in reducing waiting times by 15 minutes per call.
  • Achieved a 60% reduction in unplanned variance in workforce management metrics by implementing real-time adjustment protocols.
  • Achieved a 33% increase in service level efficiency by analyzing historical queue data and realigning resources based on real-time fluctuations.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided daily and weekly reports on compliance with workforce planning targets, giving managers actionable insights that led to headcount reductions by 11.
  • Championed the use of data-driven decision-making processes, coaching operational teams on key metrics and ultimately reducing SLA breaches by 85%.

Affiliations

  • Scheduling and Forecasting Professionals Group
  • Society of Women Engineers
  • Lions Club
  • Society of Human Resource Management
  • Association for Computing Machinery
  • Freemason
  • Association for Supply Chain Management (APICS)
  • American Management Association (AMA)
  • Workforce Management Professionals Network (WMPN)
  • Contact Center Association (CCA)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Certified Call Center Efficiency Consultant
  • Salesforce
  • CompTIA Network+
  • ServSafe
  • Certified Forecasting & Scheduling Specialist
  • ICMI Advanced Workforce Management Certification
  • Certified Shrinkage and Adherence Analyst

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