Assist in developing and implementing accurate workforce plans based off variables such as service level and occupancy goals, agent availability, agent skills and proficiency, overtime and understaffing, employee turnover and recruitment, and call volume and trends. This optimizes staffing levels, reduces overtime costs, and improves forecast accuracy and adherence to schedules, resulting in a productive, profitable, and prosperous work environment. · Analyze real-time staffing levels and adjust accordingly by utilizing downstaff, same-day PTO, overtime, and offline activities such as trainings, meetings, coachings, etc. This reduces labor costs and queue times, and increases productivity, occupancy levels, and customer satisfaction. This also encourages agent improvement and versatility by offering opportunities for performance review and skill advancement. · Conduct root cause analysis of time off task and absenteeism, and address underlying issues. This entails real-time adherence monitoring in accordance with implemented attendance policies and procedures, and collaborating with direct leadership to enforce and apply corrective action. This results in steady declines in absenteeism and queues, and drastically improves adherence to schedules and favorable work conditions. · Create and distribute daily reports to site leadership, utilizing real-time reports and predictive analytics in Excel to provide insights into current day performance to identify areas for improvement and make data-driven decisions. This positively influences the team by encouraging communication and collaboration, therefore reduces overtime and labor costs, queue times, and drives consistent improvements to performance and metrics. · Planning & Forecasting· Scheduling & Staff Management· Time & Attendance Management· Data Analysis & Reporting· Process Improvement & Implementation· Workforce Management Platforms (NICE, Webstation, etc.)· Data Analytics (Excel, Tableau, etc.)

· Managed high-volume calls in a fast-paced call center, efficiently addressing customer concerns and scheduling repair services with 90% or above customer satisfaction rate, reducing customer callbacks and escalations by providing a one-call resolution.· Maintained accurate, well-documented records of customer interactions, repair schedules, and service delivery. This ensured repairs were handled correctly and efficiently by properly communicating to other agents on repair details, and improved call efficiency, agent communication, and customer satisfaction. · Troubleshoot and resolve customer complaints regarding repair services by using de-escalation tactics and escalating complex issues to senior leadership when necessary. Using active listening, taking accountability for complaints, and reassuring the importance of a resolution ensures customer satisfaction and reduces cancellations and escalations to leadership.· Consistently met or exceeded performance metrics, including customer satisfaction, call handling metrics, and schedule adherence. This lead to consistent highly satisfactory customer service ratings, receiving a Top Performer of the Month award, and being entrusted to mentor other agents to success.· Mentored and guided team members to achieve exceptional results; one of which, who was considered a low-performing agent, also received Top Performer of the Month following our sessions. This overall led to significant improvements in call metrics (handle time, extended wrap, hold time, etc.), account documentation, de-escalation, and call efficiency. This also reduced business findings/QA mark-offs, escalations, and dissatisfied customer ratings. · SAS (Single Agent Screen)· Service Bench· Finesse· Jabber· Teams· Microsoft (Outlook, Word, etc.)

· Ensured all truck trailers were safely docked, loaded, secured, and released by following the Trailer, Docking, & Releasing process and following safety guidelines. As a result, critical pull times were consistently being met, and all truck loads were being properly secured, resulting in a decrease of damaged orders and equipment.· Operated a RWC4 tote palletizing robot, ensuring it was running smoothly, safely removing and reloading pallets, as well as troubleshooting any technical errors and clearing jams and training other employees to do the same. This led to successfully meeting our transship critical pull times on a consistent basis.· Managed the transship department of the ship dock by analyzing the projected volume of each critical pull time, accordingly allocating their various sorts to different pallet lanes, confirming we have enough employees to meet those critical pull times and delegating various tasks to ensure deadlines are met. My success in this role resulted in transship CPTs consistently being met, as well as labor hours being saved in the transship department.Vice President Of Glamazon • Amazon Affinity GroupSecretary Of Mental Health & Well-Being • Amazon Affinity GroupHR Host Panelist • Amazon HR Appeal CommitteeAmazon Safety Committee • Safety LeadershipRWC4 Robot Operator CertificationTrailer Docking & Releasing Certification

· Supervised various posts by conducting routine perimeter checks while being fully cognizant of surroundings, and addressing any issues that may arise. This deterred any illegal or suspicious activity and ensured all personnel and residents were safe at all times.· Identified any person to enter the building by inspecting their IDs to confirm there were no discrepancies, and that they resided within the building. This ensured the safety of all residents and staff and a consistent decrease in incident reports.· Trained onboarding security officers, ensuring proper safety protocols, documentation protocols, routine procedures, etc. were clearly communicated, comprehensible, and enforced to success.

· Managed cafe employees and employee schedules by ensuring all team members were properly trained, meeting performance expectations, and meeting labor and state law requirements and food safety standards. This led to café service times decreasing significantly and an increase in monthly inspection scores.· Maintained the quality of the cafe by following proper food safety protocols, proper labeling, and rotations of products, as well as confirming the weekly truck order. This ensured our cafe consistently had fresh and delicious food to serve our customers and resulted in an increase of highly satisfactory customer ratings.