Contact centers are a riddle comprised of client experience, workload, and labor. I love the challenge of finding solutions that consider dimensions beyond the usual suspects (e.g. 'talk faster'). - Anyone can improve utilization by spreading work indiscriminately across all capable groups. I create solutions that utilize contingent groups without jeopardizing their primary work. - It's easy for workforce management folks to say 'No'. I challenge my teams to find a way to 'Yes' - or at least present reasonable options. - I advocate for clear planning and communication. It's difficult to execute a plan you haven't seen or understand. We maintain transparent planning and reporting that benefits everyone.I'm willing and able to draw on experience across multiple industries, and don't blindly assume a past solution will work again today. My passion for workforce management and contact centers is fueled by creativity and participant leadership.