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Skills

  • Agent schedule optimization based on live metrics
  • Historical data analysis
  • Intraday performance insights
  • Cross-departmental communication
  • QuickBooks implementation for staffing needs
  • Adherence target achievement
  • Project organization
  • Organizational Development
  • Employee relations
  • Conflict resolution within real-time operations

Work Experiences

  • Assisted senior management in making key decisions by developing and submitting performance and compensation reports with status updates and improvement recommendations.
  • Developed intraday alerts for variances in forecasted call volume.
  • Adjusted agent allocation for fluctuating call volumes.
  • Achieved 23% SLA on average during 2022.
  • Collaborated with team leads to monitor agent performance and provide real-time feedback, improving CSAT scores by 24%.
  • Contributed to a 52% reduction in attrition rate.
  • Annual salary surveys were conducted, and a company salary budget was developed, analyzed, and updated.
  • Achieved Excellence Award through exceptional real-time performance management, keeping staffing adherence above 64% across Austin.
  • Was in charge of administering benefit programs, analyzing compensation and other competitive data, and creating budgets.
  • Coordinated contingency planning.

Summaries

  • 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.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 45% SLA adherence.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the procedure business.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at driving intraday staffing efficiencies.
  • Collaborated with cross-functional teams.
  • Achieved 67% increases in service-level performance.
  • Adept at reducing regional discrepancies.
  • 8 years of experience optimizing schedule adherence.

Accomplishments

  • Reduced unplanned overtime by 58% through better forecasting accuracy and real-time schedule adaptations.
  • Collaborated with the training department to cross-train agents, enabling flexible coverage and reducing underperformance risks by 55%.
  • Improved customer satisfaction rating by 58% through timely intraday feedback to agents during live interactions.
  • Played a key role in reducing average hold time by 23% through real-time monitoring and resource reallocation.
  • Collaborated with team of 10 in the development of category.
  • Assisted in the design and implementation of a new workforce management tool, enhancing real-time monitoring capabilities.
  • Proactively engaged in intraday decision-making with leadership during critical situations, preserving agent productivity across all shifts.
  • Documented and resolved framework which led to process.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Partnered with quality assurance to coach agents on key performance indicators, enhancing CSAT performance by 56%.

Affiliations

  • National Association of Call Centers (NACC)
  • Contact Center Data Professionals Association
  • Project Management Institute
  • The Workforce Institute at Kronos
  • Society of Women Engineers
  • Project Management Institute (PMI)
  • Cross-Functional Team Leadership and Development Forum
  • International Association of Workforce Professionals (IAWP)
  • Institute of Contact Center Management (ICCM)
  • American Medical Informatics Association

Certifications

  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Contact Center Workforce Manager (CCCWM) - Call Center School
  • Certified Business Intelligence Professional (CBIP) - Focused on Workforce Operations
  • Advanced Analytics in Workforce Management - HubSpot
  • Six Sigma Green Belt - Process Improvement for Workforce Efficiency
  • Professional Scrum Master (PSM) - Agile Methodologies in WFM Operations
  • ServSafe
  • ITIL 4 Foundation Certification - Service Management Integration

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