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Skills

  • First Aid/CPR
  • Employee Turnover Reduction Strategies
  • Budgeting
  • Strategic planning
  • Creative merchandising
  • Advanced knowledge of category
  • Labor cost budget management
  • Process and systems troubleshooting
  • Business Development
  • Cross-functional team collaboration

Work Experiences

  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 17%.
  • Analyzed call volume data and adjusted schedules to maintain SLAs during peak seasonal periods and unexpected volume surges.
  • Was in charge of maintaining store equipment such as computers, printers, and fax machines.
  • Taught Assistant Manager WFMs and Assistant Manager WFMs effective customer service techniques, resulting in a 16% increase in client satisfaction.
  • Achieved a 35% reduction in shrinkage.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Created and managed an annual budget with effective controls to avoid overspending, reduce burn rate, and support sustainability goals.
  • Looked at current operations and market trends to see where improvements could be made and where opportunities could be capitalized on.
  • Created budgets and prepared quotes for new products and services.
  • Achieved a 65% efficiency improvement.

Summaries

  • Ability to use sound judgment and independent decision-making skills to positively impact company success.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Stakeholder engagement, team leadership, and vendor management are all well-trained.
  • Recognized for successfully turning around a struggling company's operations in order to achieve long-term growth.
  • Proactive Assistant Manager WFM uses determination and attention to detail to produce high-quality cross-functional collaboration work.
  • Offering a can-do attitude and a track record of success in coordinating and monitoring operations across multiple departments.
  • Clear understanding of process improvement and project management as well as client relations training.
  • Develop strategic business partnerships and relationships.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Assistant Manager WFM.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Led the integration of scheduling automation software, improving employee engagement with flexible scheduling options and lowering turnover by 54%.
  • Utilized framework to automate shift bidding, decreasing manual processing time by 15 hours weekly.
  • Played an instrumental role in implementing a shift trading system, reducing changes to predefined schedules and improving adherence by 28%.
  • Conducted regular performance reviews of agent productivity, implementing corrections that enhanced efficiency by 57%.
  • Collaborated with IT department to upgrade workforce tracking software, streamlining workflow and saving 9 operational hours monthly.
  • Played a key role in budgeting discussions and was responsible for managing labor costs within $157,000, achieving adherence with less than 85% variance.
  • Directed workforce initiatives during the standard, balancing business needs and agent welfare, successfully reducing overtime costs by 17%.
  • Proposed a flexible staffing model that increased operational scalability during category, reducing average response times by 52%.
  • Led a scheduling optimization project that decreased agent idle time by 63% and balanced workloads across all shifts.
  • Leveraged predictive analytics tools in method, improving the accuracy of long-range labor forecasts by 26%.

Affiliations

  • Membership, International Labor and Employment Relations Association (ILERA)
  • Association for Computing Machinery
  • Certification, Real-Time Decision Making in Operations, Ironclad Systems
  • Member, Association for Operations Management (APICS)
  • Active member, Global Association for Contact Center Workforce (GACCF)
  • Graduate, Workforce Analytics & Forecasting Program, metric
  • Jaycees
  • Certified Workforce Planning Specialist (CWPS), Summit Group
  • Member, Society of Workforce Planning Professionals (SWPP)
  • Rotary International

Certifications

  • Certified Human Resources Professional (CHRP)
  • Google Professional Data Engineer Certification
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Workforce Management Professional (CWFM)
  • Certified Workforce Planning Professional (CWPP)
  • Situational Leadership Training Certification
  • Google Certified Professional Cloud Architect
  • Microsoft Certified: Azure Fundamentals
  • Telecom Workforce Management Professional (TWMP)

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