Maximized occupancy and service levels through real-time and Workforcemonitoring• Monitor and manage Workforce staffing in internal and outsourced contactcenters to ensure balancing of staff requirements (attaining similar OT andVTO goals.• Communicate to internal local staffing and outsource centralized teams toidentify trends in absenteeism, turnover, and other events impactingstaffing availability• Escalate service level and occupancy miss issues to the necessary Manager,Director or Vice President level, based on time frame and impact.• Contribute to the Company vision of being the industry leader in customerservice through quality, commitment, courtesy, and teamwork.• Utilizes scheduling software to determine the proper shift coverage byadjusting center resources to accommodate changes in call volumes,service activity or resource availability at each site

• Manage onsite hiring and recruiting engagement • Facilitate New Hire Orientation classes • Investigate employee relation issues by referencing company policies, rules, and procedures • Conduct meetings with the production team to ensure vacancies are filled in a timely manner• Created an action plan for turnover and absenteeism while partnering with the leadership team to drive initiatives. • Audit employee I-9 forms to ensure compliance. (E-Verify Certified)• Conducted financial analysis of employee wages while identifying cost savings for the company to realign employee wages to gain a competitive advantage. • Collaborated with management staff to create Roles Responsibilities and Expectation (RRE) documents, creating alignment between the union and the company on employee job duties.

• Record and maintain customer annuity policy information.• Perform quality checks of all work prior to completion.• Prepare claim forms and all related documents.• Develop work plans to ensure work is completed in a timely manner.• Capture and analyze data for reporting.• Maintain and exceed established standards for productivity and quality.• Perform audits of processes, work products, and tools.• Maintain and report specified measures.• Analyze process improvements and quality of work products.• Maintain a daily log of activities.

• Maximized sales opportunities by responding to digital sales via inbound chats, emails, calls, and any potential communication tools to acquire new customers.• Solicited existing customers by selling them other products and services.• Presented, promoted, and sold products/services using solid arguments to existing and prospective customers• Performed cost-benefit and needs analysis of existing/potential customers to meet their needs.• Established, developed, and maintained positive business and customer relationships.• Reached out to customer leads through cold calling.• Expedited the resolution of customer problems and complaints to maximize satisfaction.• Coordinated sales efforts with team members and other departments.• Analyzed the territory/market’s potential, tracked sales and status reports• Supplied management with reports on customer needs, problems, interests, competitive activities, and potential for new products and services.

• Served as the primary point of contact on workforce management policies.• Provided real-time monitoring utilizing IEX and Avaya.• Served as a subject-matter expert on workforce optimization issues.• Ensured service level targets were met; maintained the right headcount, and calculated call capacity.• Responsible for reporting data management activities around employee scheduling and forecasts.• Improved processes and increased efficiency of operations by recommending necessary changes.• Undertook the majority of call forecasting and agent scheduling for the call center.• Maintained constant communication with operations to determine staff needs.• Generated staffing schedules