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Skills

  • Bookkeeping
  • Cross-functional collaboration
  • Mail handling
  • Project organization
  • Sage 50 US
  • Time management
  • Team building
  • Communications
  • Advanced Excel (pivot tables, VLOOKUPs, macros)
  • Agent occupancy forecasting

Work Experiences

  • Coordinated with HR to track and monitor compliance with mandatory breaks, increasing employee satisfaction and avoiding potential penalties.
  • Collaborated with cross-functional teams.
  • Aligned agent breaks and lunches with call volume fluctuations, minimizing service disruptions during peak times.
  • Adjusted schedules.
  • Consistently met schedule adherence metrics.
  • Balanced workload across a call center.
  • Was in charge of data tracking, documentation, client correspondence, and office operations.
  • Balanced peak and off-peak staffing needs.
  • Coordinated vacation dates for over 14 agents, guaranteeing no interruptions to call center operations for one year.
  • Coordinated schedules for special events.

Summaries

  • With an organized approach and strong multitasking abilities, dedicated to maximizing customer satisfaction and exceeding business objectives.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Miscellaneous background.
  • Reliable secretary with prior front-desk experience, including scheduling and record-keeping.
  • Advanced Excel user experienced in automating scheduling tasks and implementing real-time forecasting solutions. Improved accuracy of workforce planning by 21% through data-driven scheduling adjustments.
  • Dedicated administrative professional with a track record of leading administrative teams and delegating tasks to meet operational objectives.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Accustomed to creating and managing adaptable shift systems that align with peak demand, resulting in increased call coverage and a 73% reduction in customer wait times.
  • Costs were consistently reduced while profits were increased.
  • Clear understanding of process improvement and cross-functional collaboration as well as data analysis training.
  • Call Center Scheduler is a multi-talented Call Center Scheduler who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Conducted weekly scheduling audits to ensure alignment with workload distribution goals, resulting in improved operational efficiency by 71%.
  • Enhanced break scheduling techniques, reducing dropped calls by 70% at peak volume hours.
  • Developed an optimized shift bidding process that aligned agent preferences with operational needs, leading to 74% increase in employee satisfaction.
  • Collaborated with team of 9 in the development of metric.
  • Reduced average call handling time by 2 seconds through improved workforce scheduling based on skill sets and call complexity.
  • Implemented quarterly schedule review meetings that reduced error rates in workforce planning by 37%, ensuring better alignment with business needs.
  • Trained and mentored 11 new schedulers, ensuring full understanding of workforce management tools such as Tableau.
  • Managed daily scheduling of 11+ call center agents across Portland while adhering to service level agreements (SLAs), achieving 46% SLA compliance.
  • Led the transition to a flexible working model, incorporating work-from-home options, raising agent productivity by 23%.
  • Spearheaded daily and weekly workforce forecasts to anticipate peak demand, improving call response times by 17%.

Affiliations

  • Workforce Performance Institute (WPI)
  • Workforce Management Professional Forums
  • Society of Workforce Planning Professionals (SWPP)
  • International Council of Nurses
  • International Customer Management Institute (ICMI)
  • Workforce Optimization Professionals Group
  • Project Management Institute
  • Rotary International
  • Jaycees
  • Workplace Conflict Resolution Network

Certifications

  • Certified Call Center Supervisor (CCCS)
  • Workforce Management Implementation Expert Certification
  • Certified Lean Six Sigma Green Belt (CLSSGB)
  • Salesforce
  • First Aid/CPR Certified
  • Certified Call Center Reporting and Analytics Professional
  • Call Center Scheduling and Forecasting Certification
  • Advanced Excel for Data Analysis in Workforce Management
  • Certified Public Accountant
  • Project Management Professional (PMP)

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