Aaron Universe Email & Phone Number

Portland, Or, Us

Vancouver, Washington, United States

Successfully managed a 24hr / 365 emergency dispatch Call Center. Implemented a number of items to streamilne business, including designing a knowledge base computer program for phone agents from the ground up. Attracted new clients, as well as maintained relationships with existing clients.

As Service Level Coordinator I was responsible for workforce management on a campus of 3 buildings with over 4000 employees on up to 7 different projects. I primarily focused on the DirecTV project, and monitored incoming call volume, forecasted call volume, and coordinated staffing levels in 30 minute increments, directing Team Leads to hold meetings, provide early departures, or insure that every agent was present & accounted for. I would monitor breaks, scheduling, call outs, provide… Show more As Service Level Coordinator I was responsible for workforce management on a campus of 3 buildings with over 4000 employees on up to 7 different projects. I primarily focused on the DirecTV project, and monitored incoming call volume, forecasted call volume, and coordinated staffing levels in 30 minute increments, directing Team Leads to hold meetings, provide early departures, or insure that every agent was present & accounted for. I would monitor breaks, scheduling, call outs, provide schedule adherence reports to OPS, and coordinate staffing.As Training & Delivery Manager I managed a group of 12 trainers on various projects, developed curriculum, acted as trainer in a classroom setting with 20-30 trainees at a time, and filled in as Operations Manager on Temporary seasonal projects which led to the Call Center Director asking me to move to Operations permanently as a result of superior performance where I oversaw a major E-commerce client. Show less

Optician and Office manager.

Biology/Biological Sciences, General

Diploma, Req.