Leading some amazing initiatives: Quality Assurance, Workforce Management & Review Management - Excited to help drive results in Client Experience and Team Satisfaction!

Develop and lead a team of associates in a functional division as well as core processes. Responsible for the organization and planning of over 1500 staff across various operational areas. Actively participate as a leadership member contributing and working with the operations team on the growth of Nelnet. Pursuing efficiencies with all channels of communication including outbound dialing. Responsible for projects and revenue opportunities relevant to our team and operations.

Avaya ACD, VOIP/SIP Trunking, and Aspect WFM administrator. Proficient in writing vectors and variables within the switch as well as troubleshooting any DID or IP phone issues. Project Manager on the integration of the InContact cloud switch by designing, configuring and troubleshooting across all media types. Responsible for accurately staffing a growing call center for current and future need. All while developing a talented team who helped control intra-day volume, scheduling, reporting analyst, work at home and IVR troubleshooting. Responsible for reductions in business inefficiencies, while gaining additional knowledge on process and procedure. This was done by forecasting long term and short-term volume for multiple departments, as well as implementing innovative ideas to drive flexibility in staffing.

My responsibilities include but are not limited to the following:My position is an essential part of the Operations support team, responsible for providing ongoing scheduling support and analysis to the supported business units within GRS&CC, both Domestic and International. This support includes, 12 GRS&CC Centers, composed of 2,200 associates, including Ritz-Carlton, Customer Care, and Marriott Rewards. Utilize NICE/IEX – a Workforce Management system for scheduling and provide support to the other Workforce staff teams; including troubleshooting IEX/WebStation issues. Development of analytical tools, (i.e. shrinkage file for analysis), to enhance analysis output.