• Achieves optimal staffing by overseeing workforce management scheduling, reporting and auditing.• Manage staff schedules for 500 call center agents and 65 supervisors/leads.• Drives schedule adherence requirements using eWorkforce Management tracking.• Facilitates real-time call statistics and communicates with leadership agent productivity.• Assists in the management of overtime and voluntary time off (VTO).• Optimizes break and lunch scheduling to efficiently staff center.• Monitors real-time adherence and call statistics and communicate with supervisors to ensure on-phone and off-phone activity is managed efficiently throughout the day.• Monitor/track sick calls, tardiness, etc., entering real-time exceptions into eWorkforce Management (absence, tardiness, meetings, overtime, etc.).• Manages benefit time accrual accounts in the Workforce Management software, establish thresholds and plan for both scheduled and unscheduled absences.• Audits and maintains the integrity of data in eWorkforce Management and related databases.• Monitors call volume and statistics to ensure adherence to scheduling and service level metrics.• Communicates with staff regarding workforce management practices and initiatives.• Updates leadership on staffing issues, performance measures, and call statistics.• Provides input on forecast projections and staffing requirements.

• Helped customers overcome issues with phone, video, and internet connectivity in a timely manner, and assists in education of customer’s billing and account information.• Helped right fit customers with products to enhance their phone, video, and internet experience.• Accomplishments included: Gold Award Winner in 2014, Employee of the Month in April & November of 2014, October of 2016, April of 2017, am ranked in the top percentile of representatives, Part of the 1st group to pass the CRA Test in January 2016, chosen to be a Peer Transition Representative, and have been chosen on several occasions to assist in floor support. April 2016 – October 2016Special Project: TIER 2• Fixed phone issues that required advanced Telephone Troubleshooting.• Worked with LNP to verify ownership of phone numbers and next steps for customers to have their numbers port properly to Spectrum.• Worked with NOC Voice to assist in fixing routing issues that were preventing customers from make/receiving calls. February 2016 – April 2016Special Project: LEAD ASSIST LINE• Helped in piloting the Lead Assist Line before it was implemented by:- Talked to customers that were escalated from repair representatives.- Assisting representatives with questions regarding customer’s accounts to help them resolve customer’s issues correctly.- Worked escalation tickets that required communication with SE-Ops for resolutions. September 2013 – October 2017Special Project: CORPORATE ESCALATIONS REPRESENTATIVE• Provided above and beyond service to retain customers whose situation is escalated beyond normal procedure.

Provided customers with accurate information regarding day of and day after installs and trouble calls. Communicated with dispatch, Day of Install, Help Desk, TCCA, and Preinstall to provide the most accurate information for customers.

• Helped customers overcome issues with phone, video, and internet connectivity in a timely manner, and assists in education of customer’s billing and account information.• Helped right fit customers with products to enhance their phone, video, and internet experience.• Accomplishments included: Gold Award Winner in 2014, Employee of the Month in April & November of 2014, October of 2016, April of 2017, am ranked in the top percentile of representatives, Part of the 1st group to pass the CRA Test in January 2016, chosen to be a Peer Transition Representative, and have been chosen on several occasions to assist in floor support.