Brandon Marlowe Email & Phone Number

Nashville, TN, US

Nashville, Tennessee, United States

Nashville, Tennessee, United States

• Applied Workforce Management methodologies, including development of policies and procedures, to drive SLA and ASA improvements to industry standards.
• Responsible for long-term and short-term Capacity & Staffing Planning across multiple departments, comprised of more than 200 employees.
• Project leader for implementation of Five9 WFO/WFM software into the Eargo business environment.
• IVR development and maintenance to enhance the customer experience, gather call and survey data, and optimize call routing across multiple departments.
• Administration of the Five9 WFO/WFM platforms, reporting services, telephony services, and technical lead for vendor relations.
• Working closely with Executive, Legal, and Business Intelligence teams to align on company goals and projects.

Nashville, Tennessee, United States

• Supporting special projects for call centers at state and federal levels.
• Validating and reporting metric performance to executive leadership and contract entities.
• Identifying budgetary impacts and providing resolution strategy.
• Managing inventory with targets to increase productivity and decrease idle time.
• WFM training documents author.

Nashville Metropolitan Area

• Instructor in overseas training classes for Workforce Management (WFM) staff.
• Responsible for Staffing & Budget Planning for more than 1,200 call center employees in multiple lines of business.
• Handled long-term and short-term Capacity Planning, Change Management, Project Management, Vendor Relations Management and served as SME for NICE IEX.
• Performed Cost-Per-Call Forecast Design and Implementation.
• Championed technology project planning for Cisco / IVR environment and Virtual Hold.
• Spearheaded call center initiatives resulting in a 95% success rate over five years related to CMS regulated metric targets.

Nashville Metropolitan Area

• Conducted project planning for call center trainings and coaching to ensure appropriate staffing during hours of operation.
• Assisted in capacity planning and staffing models for the upcoming year.
• Forecasted call volume for daily, weekly, monthly, and yearly planning.
• Administrated, configured and maintained NICE IEX to optimize schedule for call center staffing.
• Monitored real-time queue status via Aceyus tools and dashboards that kept projects on schedule for on-time deliverables.
• Scheduled planning for all call center agents on a bi-yearly basis.

Nashville, Tennessee, United States

• Worked directly with Operations Managers and Work Force Management to define requirements for requested reports delivered on a regular basis.
• Reported on service desk metrics such as ASA, SLA, Abandon Rate, and Max Wait Times.
• Conducted data using basic SQL queries in Excel 2007/2010 and SQL Server Management Studio 2008.
• Executed stored procedures in SSMS 2008.
• Compiled and designed SharePoint reports in Report Builder 3.0.
• Developed and distributed recurring and ad-hoc reports in Excel / PowerPoint to send to Operation Managers to support business initiatives.

Nashville, Tennessee, United States

• Provided support for all Bank of New York Mellon employees and customers.
• Troubleshooting issues related to Novell Netware Client accounts, Active Directory accounts, Citrix accounts, and VPN connections.
• Dispatched onsite technicians to Bank of New York Mellon employees to resolve hardware and software issues.
• Incident Coordinator of conference bridges for Priority 1 and Priority 2 escalations.
• Updated Policies and Procedures for the BNY Mellon support knowledge base.
• Created training documentation for Pershing support partners.

Nashville, Tennessee, United States

• Provided helpdesk support for over 900,000 Bank of New York Mellon employees and customers.
• Assisted with issues related to Novell Netware Client login failures.
• Assisted with issues related to Lotus Notes 6.5.
• Contacted necessary departments to have critical business needs communicated and resolved in a timely manner.
• Determined severity levels of network related issues and escalating them to the appropriate departments to have the issue resolved.

Nashville, Tennessee, United States

• Provided technical, policy, and procedural support through Tech Chat for L1 agents.
• Delivered coaching sessions for assigned staff to communicate identified areas of improvement.
• Managed inventory and maintenance of the multimedia break room, including developing standard operating procedures aligned with company business standards.
• Authored and delivered extended training documentation of Microsoft Office Suite for new hire classes.
• Supported consumer and small/medium business customers with troubleshooting Dell desktops, laptops, printers, and software.
• Presented with the Customer Advocate Award of Q2 2004 for delivering exceptional consumer support.

Psychology

Mcse Trained