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Skills

  • Regulatory compliance
  • Change management during organizational transitions
  • Creative merchandising
  • Sales and marketing
  • Disaster recovery planning and execution
  • Category equipment
  • KPI (Key Performance Indicator) analysis
  • Business operations
  • Advanced scheduling strategies
  • Call volume trend analysis

Work Experiences

  • Achieved a 74% reduction in voluntary attrition.
  • Aligned staffing strategies with company goals.
  • Analyzed call volume trends.
  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Improved filing systems for confidential client records and reports increased operational efficiency.
  • Boosted performance metrics by 36%.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Updated processes on a regular basis to eliminate inconsistencies and improve scheduling across metric calendars and programs.
  • Increased productivity by 2% while lowering staffing and operational costs.
  • Manufacturing service agreements and quality standards were negotiated by me.

Summaries

  • Successful and innovative Executive Manager with extensive experience and a track record of re-energizing and restructuring organizations, developing strategic initiatives, and seizing new business opportunities.
  • Accomplished leader in real-time performance monitoring.
  • Workforce Management Supervisor is a skilled Workforce Management Supervisor who provides encouragement and feedback to help employees succeed.
  • Focused on ensuring smooth financial, personnel, and operational operations.
  • Bringing 14 years of industry experience to Brightline, and ready to take on a challenging, growth-oriented role.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Workforce Management Supervisor.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Clear understanding of client relations and quality assurance as well as performance reporting training.

Accomplishments

  • Balanced the needs of multiple stakeholders by refining workforce schedules, improving work-life balance and reducing agent burnout by 25% within one year.
  • Initiated continuous feedback sessions with agents to increase engagement, resulting in improved adherence and a 56% overall decrease in attrition rates.
  • Reduced call abandonment rates by 42% through proactive intraday management and real-time performance adjustments.
  • Trained and mentored junior team members, resulting in 3 internal promotions and enhancing team effectiveness by 72% over a one year period.
  • Developed incentive programs based on performance data that improved agent adherence rates and decreased unplanned absenteeism by 78%.
  • Designed flexible shift schedules based on predictive workload models, leading to a 44% improvement in agent satisfaction and a reduction in complaints.
  • Utilized historical data and trend analysis to reshape workforce strategies, reducing overtime by 15% without impacting service delivery quality.
  • Introduced a data-driven intraday management system that reduced hour-by-hour service volatility by 53% and improved task efficiency by 70% across all agents.
  • Optimized labor allocation across multiple sites, reducing operational waste and saving the company approximately 15 labor hours per quarter.
  • Resolved interdepartmental conflict by introducing cross-training programs, which improved collaboration and enhanced operational stability by 20%.

Affiliations

  • Association of Professional Staffing Companies (ASPCo)
  • National Association for Workforce Development Professionals (NAWDP)
  • Jaycees
  • Contact Center Network Group (CCNG)
  • Association of Information Technology Professionals
  • Society of Workforce Planning Professionals (SWPP)
  • Remote Workforce Development Council (RWDC)
  • Workforce Institute at Kronos
  • Lions Club
  • National Association of Social Workers

Certifications

  • Certified Contact Center Workforce Planner (CCCWP)
  • Apple Certified Associate (ACA)
  • Google Certified Professional Cloud Architect
  • Six Sigma Green Belt Certification
  • Certified Call Center Manager (CCCM) from the RCCSP Professional Education Alliance
  • Society for Human Resource Management - Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Certified Forecasting Professional (CFP) from the Association for Workforce Planning Professionals
  • CompTIA A+ Technician
  • Lean Six Sigma Black Belt Certification

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