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Skills

  • QuickBooks implementation for staffing needs
  • Training development
  • Process improvement
  • Conflict resolution within real-time operations
  • Contract negotiation
  • CSAT improvements through staffing strategies
  • Conflict resolution
  • Agent availability monitoring
  • Training and mentoring
  • Method equipment

Work Experiences

  • Adjusted agent allocation for fluctuating call volumes.
  • Collaborated with cross-functional teams.
  • Decreased regional intraday discrepancies by 28% %.
  • Created an optimized intraday staffing plan.
  • Analyzed live data from Adobe Creative Suite.
  • Designed dynamic metric-tracking dashboards.
  • Achieved desired levels in record time.
  • Boosted team’s efficiency rate by 77%.
  • Instructed employees on how to use HR software, with a focus on the method, category, and program features.
  • Collaborated with team leads to monitor agent performance.

Summaries

  • Achieved 67% increases in service-level performance.
  • Achieved agent adherence improvement by 76%.
  • Accomplished in developing forecast alert systems that proactively address intraday variances, preventing workforce shortages and ensuring coverage goals improve by 79%.
  • Achieved operational improvements of up to 81% year-over-year.
  • Analyzing company needs and developing long-term solutions to meet personnel objectives is second nature to me.
  • Collaborative WFM specialist.
  • Boosted team response during high-volume periods by 22% %.
  • Adept at intraday scheduling strategies, combining real-time data and workforce knowledge to ensure consistent adherence across teams, even amid abrupt shifts in call volume dynamics.
  • Strengths in stakeholder engagement and risk assessment backed up by Miscellaneous training.
  • Achieved 61% workforce engagement increase.

Accomplishments

  • Identified and resolved operational bottlenecks during high-volume events by reallocating resources within 18 months.
  • Partnered with quality assurance to coach agents on key performance indicators, enhancing CSAT performance by 56%.
  • Partnered with department leads to prepare for emergency outages, ensuring backup plans maintained service levels above 49%.
  • Consistently met service level objectives by forecasting and responding to real-time trends in agent availability and workflow changes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Worked closely with IT and operations teams to address system downtime, ensuring several months of minimal disruption to call volume performance.
  • Crafted and delivered intraday performance briefings that led to process, reducing inconsistencies in agent adherence.
  • Documented and resolved framework which led to process.
  • Increased forecast accuracy by 71% through data-driven analysis and intraday adjustments based on real-time volume trends.

Affiliations

  • National Society of Leadership and Success (NSLS)
  • Society of Women Engineers
  • Workforce Planning and Performance Association
  • The Forecasting and Predictive Analytics Society
  • Rotary International
  • National Association of Social Workers
  • Call Center Management Association (CCMA)
  • Customer Contact Strategies Forum
  • Society of Workforce Planning Professionals (SWPP)
  • American Society of Workforce Consultants

Certifications

  • Certified Call Center Supervisor - standard
  • Workforce Management Professional Certification - system
  • Workforce Automation Specialist Certification - framework
  • Certified in Production and Inventory Management (CPIM) – APICS
  • Certified Manager of Quality/Organizational Excellence (ASQ CMQ/OE) - ASQ
  • Certified Professional Forecaster (CPF) - Institute of Business Forecasting & Planning
  • Microsoft Certified Systems Engineer (MCSE)
  • Advanced Real-Time Adherence and Intraday Management - initiative
  • Advanced Reporting Techniques Certification - Data Visualization & Analytics in HR Tools
  • Data-Driven Workforce Management Certification - Udemy

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