• Used Aspect eWFM to input forecast data, generate IDPs, and utilize its features to generate staffing infor-mation, including schedules.• Proficient in Aspect eWFM for various uses.• Determined appropriate staffing requirements based off forecasts, productive hours, and headcount require-ment contracts. • Developed daily, weekly, and monthly contact volume forecasts by analyzing inbound activity historical and trending.• Directed activities and managed performance at contact center providers, including offshore.• Review scheduling efficiency to determine overtime/reduced hour needs, schedule adjustment within the de-partment, and provide recommendations attrition backfill. • Developed a SharePoint site to improve the communication process between WFM and various organizations within the company.

• Monitor call center agents to make sure calls, chats and tickets are being answered per client’s contracts with the company.• Proficient with Avaya CMS and tool to skill and deskill agents, run reports, monitor call volume, and have agents assigned under their correct department.• Proficient with I3 to activate and deactivate agents, monitor call volume and monitor agents to ensure they are following their schedules properly.• Proficient with Aspect Workforce Management and IEX to schedule and adjust agent’s schedules, check Intra-Day Performance for all lines of business, run reports, and track adherence.• Use Real-Time Adherence tool to monitor entire call center to ensure the agents are following their schedules properly.• Set service objectives for client’s calls through Avaya Site Administration.• Use both Avaya Site Administration and the Common GUI Upload site to upload client specific notifications.

• Provide customer service and technical support to many schools nationwide through LivePerson chat systems and phone calls.• Help users with browser troubleshooting, online classroom issues (LMS), password resets, and account information.

• Store associate provided customer service to soldiers their families and contract personnel on the largest Army installation in the United States. • Cashier handling tens of thousands of dollars in merchandise/petroleum transactions without loss. • Balanced daily financial transactions and performed other retail related duties as required by management. • Certified in loss prevention procedures that helped reduce loss of inventory due to theft. Awarded the AAFES Customer Service Courtesy Award for 4th quarter 2009. • I have an amiable disposition and sound knowledge of the retail sales industry.