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Skills

  • Workforce management
  • Adherence Improvement Strategies
  • Cost controlling
  • Agent deployment during peak times
  • Public speaking
  • Extremely organized
  • Strong verbal communication
  • Cross-functional team collaboration
  • Data analysis
  • User interface understanding

Work Experiences

  • In charge of day-to-day operations and equipment maintenance in the category department.
  • Won
  • Worked with the parts department to get the parts I needed.
  • Kept track of all company inventory by monitoring multiple databases.
  • Guided
  • Established
  • Had planned ahead.
  • On-site training was provided by me.
  • Sought advice.
  • Started it.

Summaries

  • To drive profitability and growth, skilled operations manager with solid experience managing all levels of multiple projects, including budgeting, inventory control, and administration.
  • Adaptive quality assurance specialist who uses cutting-edge methods and techniques to boost productivity, customer satisfaction, and profits.
  • Customer service specialist with 17 years of program experience who is dedicated and detail-oriented.
  • Adaptable, tenacious, and capable project manager with over 16 years of experience leading teams, resolving conflicts, networking with prospects, and managing budgets to maximize profits.
  • For future mailings and newsletters, the database has been updated with updated addresses and other alumni contact information.
  • With 14 years of progressive experience in large-scale corporate banking environments, I am a highly analytical and results-driven banking professional.
  • Motivated individual.
  • Collaborate with commercial lenders to achieve sales targets.
  • Over 5 years of experience as a high-performing leader and operations manager, delivering successful improvements in business operations, profitability, and team development.
  • Versatile

Accomplishments

  • Increased sales 12% over several months.
  • Created and maintained detailed efficiency reports, providing actionable insights that cut average queue lengths by 18 months across various channels.
  • Recognized internally for improving agent utilization by 44% through real-time adherence monitoring at Meridian.
  • Identified call volume trends and collaborated with workforce management teams to optimize staffing, achieving a 54% reduction in customer complaints.
  • Managed complex real-time reporting systems, boosting the efficiency of incident response teams by 59%.
  • Tracked and reported on real-time call center metrics during peak hours, ensuring SLAs were consistently met with a 40% improvement over two years.
  • Maintained high service level agreements by managing and adjusting real-time staffing across multiple teams, leading to a 59% improvement in customer satisfaction.
  • Documented and resolved framework which led to metric.
  • Proactively managed staffing variances by leveraging historical call volume data, allowing workforce flexibility that decreased abandonment rates by 69%.
  • Collaborated with operations to integrate real-time workforce management technologies, speeding up accurate scheduling during dynamic event changes.

Affiliations

  • Participant, Risk Management for Workforce Planning Roundtable – Discussed real-time response procedures for minimizing business risks during unplanned service outages.
  • Participant, Customer Service Analytics Forum – Engaged in industry benchmarking for best practices around call volume analysis and response strategies.
  • Certified Participant, International Compliant Workflows (CERT-W) – Completed certification in compliant workflows and incident escalation procedures, 2023.
  • Member, Cross-Functional Resolution Group – Provided expertise in crafting real-time procedures for coordinating across teams during unexpected downtimes.
  • Society Member, Contact Center Productivity Collective – Actively involved in seminars on achieving higher agent productivity during high traffic periods through strategic real-time adjustments.
  • Member, Systems Incident Resolution Forum – Exchanged strategies to streamline coordination with IT teams during system outages, leading to faster resolution.
  • Attendee, Global Voice Network Symposium – Focused on optimizing employee adherence to schedules during high-demand periods and minimizing customer complaints.
  • Participant, Flex-Schedule Workforce Optimization Roundtable – Explored real-time workforce adaptability in response to fluctuating demand through industry meets.
  • Affiliate, Data-Driven Workforce Optimization Network – Shared strategies for utilizing real-time data to reduce agent idle time and improve operational efficiency.
  • Member, Customer Engagement Optimization Association – Reviewed collaborative techniques to reduce downtime and improve adherence rates by 68%.

Certifications

  • Real-Time Analyst Certification Ironclad Systems
  • Certified Protection Officer (CPO)
  • Certified Expert in Workforce Optimization (CEWO) Ironclad Systems
  • Lean Six Sigma Green Belt Certification
  • Prosci Certified Change Practitioner
  • Certified Data Analyst (CDA) - Summit Group
  • Certified Forecasting and Scheduling Professional (CFSP) Meridian
  • Data Science Certification system
  • Data Science for Business Leaders Certification initiative
  • Professional in Human Resources (PHR) - program

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