Becky Coleman Email and Phone Number

Main systems utilized Aspect, Avaya CMS, Nice, Cisco, Dev+, Nuance. Part of team developing new routing, IVR and Virtual Hold. Worked with Access expert to develop task database for WFM. Research, testing and reporting. Routing specialist and liason between our customers telephony, Nuance and Vendor Relations teams.

Main systems utilized were Aspect and Avaya CMS. Routing specialist and liason working with the Transamerica telephony team. Completed scheduling, forecasting, RTA monitoring and reporting for multiple call centers across the US. Member of Innovation Team providing trainings and problem solving tasks for call center areas within Little Rock call center. Proficent in Microsoft Office applications.

Vantage Point workforce planning software for utilization of forecasting and scheduling of the call center, back office, collection calls and outbound sales departments. Monitoring of call center metrics, real time adherence, attendance tracking, intraday movement tracking utilizing Workforce Software and Avaya.Manage intraday staffing and implement contingency plans during low and high service level time periods.Work directly with creating yearly forecasting for call center and make recommendations to meet SL, AHT, and ABA goals.Manage scheduling for 7 different departments including inbound, outbound and back office departments. Make recommendations for staffing adjustments.Create and maintain staffing recommendations for hiring and lay offs, fixed, flexible and rotating associate shifts.Develop, implement and maintain yearly projects and initiatives for department.Create and present training for management, supervisors and associates.Create and mainain reporting to review daily, monthly and yearly call center metrics and to analyze call patterns and trends.Familiar with reporting from Five-9 dialer software

Supervisor for assembly and packaging department for point of purchase company.Production included forming of plastics, assembly, kitting, packaging and loading of semi-trucks and preparing shipment documentation.Member of Kaisan (Lean) Events that reviewed processes, procedures and functions of different areas in the company.Submitted staffing numbers needed each day based on workload required for the evening and assigned staff to team leads to ensure production deadlines were met to the onsite temp agency.Back up for shipping and intake department.Forklift experience including unloading and loading of semi trucks.

Supervised team in charge of assembling and packaging of membrane switches and electroluminescent lighting.Researched and made recommendations for purchase of new equipment to increase assembly efficiency.Back up for quality testing for electroluminescent process, die cutting, laser cutting and printing of membrane switches and graphic overlaysImplemented an inventory bin system for completed product and inventory items needed to produce product.

Meet with customers to review product and projects for current and pending orders. Manage workflow to meet production timelines and shipping dates. Hiring and termination of associates as required. Training and development of staff. Work on prototypes with customers for the medical industry to meet guidelines and restrictions set by the FDA.