Responsible for helping clients in a variety of verticals with call center forecasting and staffing• Analyze current workforce management process and procedures for clients and provide recommended improvements with a focus on Service Level attainment and cost management• Review current reporting of clients and provide recommendations to ensure management has the right information available for critical decision making i.e. New hire class planning, support ratios, growth and downsizing… Show more Responsible for helping clients in a variety of verticals with call center forecasting and staffing• Analyze current workforce management process and procedures for clients and provide recommended improvements with a focus on Service Level attainment and cost management• Review current reporting of clients and provide recommendations to ensure management has the right information available for critical decision making i.e. New hire class planning, support ratios, growth and downsizing of clients (30/60/90 day planning) Show less

Responsible for staffing and gap analysis for over 300 FTE and over 15 clients to hit each individual client’s KPI while maintaining quarterly budget. Forecasting AHT and call volume. Built and managed reports for call center operations and clients. Was responsible for building a new WFM team: trained each WFM real time analyst, built guidelines for call center including agents’ scorecards and call center staff measurements, managed communication and training of supervisors, IEX and InContact… Show more Responsible for staffing and gap analysis for over 300 FTE and over 15 clients to hit each individual client’s KPI while maintaining quarterly budget. Forecasting AHT and call volume. Built and managed reports for call center operations and clients. Was responsible for building a new WFM team: trained each WFM real time analyst, built guidelines for call center including agents’ scorecards and call center staff measurements, managed communication and training of supervisors, IEX and InContact setup. Was lead analyst when company was acquired, providing data and reports. Lead the transition from IEX/inContact to new systems of Five 9 and Community staffing tool. Show less

Responsible for scheduling and performance of outsource partners for Small Business Group Care. • Responsible for the management of resources across 3 independent outsource partners and 2 internal groups• Oversight of approx. 600 FTE and corresponding Key Performance Indicators- Service Level (ASA) - FTE to Volume Locks - Schedule Optimization- Average Handle Time - Quality /Customer Sat.

Responsible for the analysis and staffing of the California market for Molina Healthcare. • Responsible for the management of resources across 11 contact centers with direct oversight of 500 ftes • Worked collaboratively with workforce team and customer service management personnel to develop improved processes and procedures on an ongoing basis

Responsible for the forecast and scheduling processes and procedures for approx. 100 corporate clients. Key performance measurements include: Service Level attainment, balanced performance at the interval level, financial performance and critical workforce measurements i.e. Forecast Accuracy, Scheduling Efficiency and various client specific measurements.

Responsible for dispatching emergency roadside service to customers across the United States. Selected for premium programs in the Tucson location included dedicated General Motors Premium and dedicated State Farm Emergency Roadside Assistance. Key performance indicators included, Average Handle Time, Customer Service Survey Scores, Quality and several efficiency metrics (Attendance, Adherence, Conformance)

Responsible for handling all of the day to day operations of the ASEAJI engineering team. Inclusive of scheduling, organizing and tracking all daily, weekly and monthly appointments for senior staff. • Responsible for several high level corporate clients • Facilitated contract reviews, client meetings, social functions and company communications