• Oversees the daily operations of Workforce Management teams, including Forecasting, Scheduling, Intra-day, and/or Change Management. Evaluates scheduling staff performance in aligning company-wide processes with customer support key performance indicators for effectiveness and efficiency• Leverage data to identify past patterns, predict future demand, and create optimized solutions in support of balancing staffing to demand• Oversaw the deployment of ERP systems including Workday, Kronos, and ADP across Corporate, Restaurant, and Production Lines in Georgia and Los Angeles• Manages annual budget and long-term plans, updating forecasts year-round with monthly financial model maintenance and data importation into the ERP system• Assess operational metrics, analyze trends, pinpoint areas for enhancement, and propose adjustments derived from comprehensive analysis • Create a workforce management model tailored to support new industry verticals. Identify opportunities for scalability through optimizing workforce allocation across various lines of business• Oversee the management of ADP, Workforce Manager, RedZone, Kronos, Workday, and UKG systems • Manage short and long-term labor management, precise volume forecasting to track budgets accurately, and monthly variable labor projections and collaborated with Talent Acquisition and Learning Teams • Facilitate the preparation of budget-to-actual MD&A-style reports and analyzing variances • Conduct monthly updates with department heads and Principals to comprehensively review actual versus budgeted results, assess margin variances in projects, and devise actionable plans based on findings • Collaborates closely with diverse members of the finance team to accurately capture forecast adjustments, allocations, and assorted transactions.• Create and sustain plant capacity models for leadership to utilize in assessing the placement of new lines or identifying resource-sharing opportunities

• Achieved a 10% improvement in SLA, reduced AHT by 15%, decreased shrinkage by 10%, saved $250,000 in costs, minimized OT by 25%, and decreased labor variance by 5%• Streamlined all workforce management processes, reporting, and outcomes, prioritizing the establishment of a standard and best-practice-driven workforce management culture• Generated accurate and cost-effective contact volume forecasts and agent schedules for call center operations, requiring a deep understanding of business trends and patterns impacting agent performance and service levels• Managed all aspects of demand forecasting, agent scheduling, and collaborated with internal operations to ensure agent real-time adherence, meeting service level agreements and other Key Performance Indicators across multiple sites and Lines of Business• Collaborated with analytics teams to integrate outputs from the data & analytics platform into business decision- making processe• Generated and disseminated comprehensive reports on Operations performance, covering demand forecasting, workflow optimization, scheduling, productivity, headcount, capacity planning, and workforce compliance/adherence• Oversaw implementation and management of VCC, NICE in-Contact, Nice Engage, NICE Workforce IEX Tool, SalesForce, and Tableau systems• Conducted continuous call monitoring for quality assurance, ensuring that direct reports perform at their optimum level and providing coaching where improvement opportunities arise• Oversaw departmental expenditures monthly to ensure the appropriate allocation of budgeted funds

• Directed workforce management functions including forecasting, scheduling, real-time management, reporting, and analysis to achieve service-level goals for 2,500+ employees across three call centers• Oversaw the implementation and management of SalesForce, CMS, Avaya, Omni Supervisor, Verint, LMS, Kronos, N.I.C.E Engage, CRM, Genesys and CDA systems• Led a team of 10-15 associates in executing management's strategies, including workload distribution and monitoring of phone queues and email inboxes• Led the development and management of direct reports, overseeing training, performance evaluations, and adherence to company policies• Ensured calls were handled professionally, appropriately, accurately, and promptly to conform to quality control standards• Implemented and developed SOPs for call handling, focusing on the effective utilization of systems and tools for managing calls, faxes, emails, and cases

Control freight flow, front end, cash office, pricing accuracy, and Omni-channel fulfillment (Ship from Store - SFS & Buy Online/Pick-up In-Store - BOPIS) and achieving company objectives in profit and loss control, sales performance, customer satisfaction, and shrink results by supporting the Store Manager. Key Accomplishments: • Ensure the operations departments/teams meet all company operational standards• Hold associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies• Drive customer experience through front end interactions• Manage associate performance matters, including appraisals, promotion recommendations, and discipline• Execute back office procedures including pre-/post-employment and active employment processes• Review front end candidate applications, interview, hire and on-board/train hourly associates for the Operations teams/departments• Validate schedules for the assigned department(s) and monitor payroll on a daily basis to ensure payroll plans are met, including scheduling associates to complete non-selling activities as needed• Drive shrink results through compliance to all guidelines involved with safety, loss prevention, and cash-handling procedures; may serve as store "Shrink Coach"• Directly manage a team of associates assigned to the operational functions of the store and have a dotted-line responsibility for managing associates in other areas of the store when serving as Head Coach (Manager on Duty).

Analyze P&L statements and identify trends to maximize profitability. Coach employees on goal setting, prioritization, and coordination across markets. Identify opportunities to introduce and cross-sell products. Key Accomplishments: • Negotiates high-dollar contracts and loan collection for upward of 100K.• Provide operational and logistical support and management of all employees.• Cultivate and develop relationships that have resulted in increased sales.• Train employees using effective methods resulting in increased job satisfaction. • Exceed financial objectives, scheduling expenditures, analyzing variances, and controlling costs. • Formulate pricing policies by reviewing merchandising activities, determining additional needed sales promotions, authorizing clearance sales and studying trends

Developed marketing strategies to promote, demonstrate, and display Chromebook features and usability. Monitored strategy trends and impact for weekly/monthly performance reports. Maintained proper inventory controls and compliance standards. Key Accomplishments: • Created unique promotional efforts resulting in major retail partnerships with Target, Walmart, Best Buy and Tiger Direct. • Proposed marketing strategy ideas to optimize targeting of customers.• Interface and collaborate with Market Development key internal constituents and leaders to manage Market Development initiatives• Manage, review and analyze the performance of the Department on a monthly basis, including targeted goals, productivity and operations• Strong business acumen and keen business analysis skills• Developed, designed, researched and published quarterly division newsletter to Google Inc.• Responsible for multi-level management of employees and projects. • Surveyed users, collected product feedback and prepared findings in a usable format for leadership. • Optimized the online shopping experience to increase conversion through site presentation and product merchandising by looking at sales and web analytics, as well as online shopping best practices.

Recruited, trained, and managed Auto Center team. Supervised branch transfers and managed inventory to ensure accurate accounting of all merchandise in and out of center. Key Accomplishments: • Additional responsibilities include role of Facilities Manager for Interior and Exterior of the Auto Center.• Performed cash management and loss prevention to ensure accuracy of cash and credit records.

Developed and executed promotion and advertising strategy for nationally recognized branded products including Panasonic, Sony, Mitsubishi, Samsung, GE, Whirlpool and over 50 other brands to commercial markets.Key Accomplishments: • Responsible for creation and implementation of market and distributor programs and materials, literature and new product promotions.• Created launch collateral, training materials, distributor loyalty program and product catalog.• Worked with account teams, and clients on marketing studies, market research, data analysis, creative reviews, competitive analysis and mapping market potential• Increased sales by designing new programs that focused on low volume products.• Executed the strategies and tactics at a local market level driving sell-thru and recommendation rates, maintaining display hygiene, and resolving in-store issues.• Responded and took action to address issues initiated from the stores, category and pricing leadership, this included retail changes, new items, discontinued items, scanning problems, reporting and other miscellaneous request.• Promote new custom products, services, and strategies using email campaigns, sales collateral, and training programs• Manage internal and external communication of custom print and digital products and services in the higher education and career channels• Work directly with marketing and sales management to proactively drive sales activities at appropriate time during sales cycle.• Build relationships with key market influencers, including early adoption distributors, end user customers and thought leaders.• Solicit and analyze market feedback using peer reviews, surveys and campus visits to determine effectiveness of product and sales messaging.• Drove pricing process excellence within department (productivity, consistent methodologies and skill development) through the implementation of continuous improvements, which improved efficiency by 20%.

Monitored, assisted, and developed associates in sales training and selling techniques, and trained associates in other locations as needed.Key Accomplishments: • Exceeded the minimum .80 Penetration rate with a 1.19 rate of Extended coverage Plans sold.• Increased sales, units per transaction, and transactions size..