Carolyn M Monroe Email & Phone Number

United States

Texas

Texas

Farmers Branch, Tx

San Francisco, Ca

Northern California

Partner with clients and internal divisions of Randstad Staffing regarding staffing plans, retention, recruiting, and talent engagements. Manage multiple projects within budgetary goals and client service level agreements.Ensure compliance with Randstad RIS program, state, and local regulations.

Analyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Service Level Agreements. Ensure department operates efficiently according to company measures. Maintain understanding of business specific training. Resolve escalated customer complaints. Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed. Achievement of budgetary measurements. Maximize cost to revenue generated efficiency. Support long and short term financial projections. Responsible for expense management. Support the data collection for billing process, including ISRS, billable/non-billable hours. Development, maintenance and testing of the project''s business continuity plan. Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization''s policies and applicable legal requirements

Partner with center directors to implement planning and staffing strategies which enable supervisors and floor staff to operate effectively and efficiently.Develop processes for workforce management and center interactions to promote increased revenue and decreased cost. Use WFM tools to increase volume capacity according to scheduled plan for work movement. Partner with business leaders to build strategy and staffing operations models to increase customer base with minimal cost increase.

Managed WFM program across 3 centers nationwide. Planned and executed effective and efficient schedules to meet customer demand.Selected AccomplishmentsWorked with multiple departments and executive levels of management to strategically manage change and business improvement projects resulting in saving the company an average of $2 million annually. Reduced overhead by 15% across 4 locations through process improvement initiatives and training.Increased productivity 25% while improving quality in a 6 month period.Optimized utilization of resources, resulting in handling more contacts while reducing resource use by 10%. Led green belt project to further reduce demand planning variances driven by business changes.

Developed planning process to ensure client customer demands were forecasted and distributed across multiple vendors. Reduced costs through forecast accuracy.Selected AccomplishmentsDeveloped comprehensive forecasting model that enabled management of multiple vendor locations worldwide for a multi-billion dollar client with over 1/3 of the consumer market. Forecasted with less than 5% variance.Managed client expectations through regular meetings and reports documenting progress on continuous improvement initiatives. Reduced cost through accurate demand forecasting method saving both the client and Accenture over $1 million in penalties during the changing customer contact routes and self service initiatives. Recognized for building relationships across vendors and with clients, contributing to improved partnerships, enabling new contract negotiations, improving payment, and reducing penalty points.Promoted with recognition of client satisfaction ratings due to cost decreased of $100,000 per month.

Developed processes and plans that enabled company to meet client contractual commitments and increase margin of net gain. Improved planning process to incorporate client communication and operations floor management in order to increase intraday efficient use of resources across multiple clients and 24 / 7 schedules.

Deployed WFM tools and processes for a new contact center.Managed budget, reducing inherited debt by $1.8 million within 7 months. Improved 24 / 7 coverage without growing staff over 10 months, therefore reducing recruiting and training costs.

Manage forecasting and scheduling across 3 national locations virtually with consistent results.Decreased overhead and attrition by 10% through improving agent workload across centers.

Bachelor'S Degree, Business Administration And Management, General

Studied Business Administration and Orgazational Leadership

Hs Diploma, Business Math

Studied Business Systems

Undergraduate

General Studies