• Expertly navigated workforce management across 50+ analysts and 2400+ agents globally with keen attention to detail.• Resolved complex situations within Workforce Management with analytical precision.• Collaboratively partnered with operational teams and departments to increase occupancy by 30%.• Mentored junior analysts, fostering a supportive and learning environment.• Streamlined data analysis process skyrocketing accuracy by 50%.• Led initiatives that reduced… Show more • Expertly navigated workforce management across 50+ analysts and 2400+ agents globally with keen attention to detail.• Resolved complex situations within Workforce Management with analytical precision.• Collaboratively partnered with operational teams and departments to increase occupancy by 30%.• Mentored junior analysts, fostering a supportive and learning environment.• Streamlined data analysis process skyrocketing accuracy by 50%.• Led initiatives that reduced process bottlenecks, boosting output by 20%.• Introduced automation that slashed 200 man-hours annually. Show less

• Steered a team of 75 call center agents, ensuring optimal performance in a fast-paced, goal-oriented environment.• Implemented disciplinary action and provided constructive feedback to enhance productivity.• Utilized Avaya CMS to adjust agent schedules and monitor call queues, improving operational efficiency.• Enhanced call center efficiency through meticulous schedule management.• Fostered agent development through constructive feedback and coaching.• Pioneered… Show more • Steered a team of 75 call center agents, ensuring optimal performance in a fast-paced, goal-oriented environment.• Implemented disciplinary action and provided constructive feedback to enhance productivity.• Utilized Avaya CMS to adjust agent schedules and monitor call queues, improving operational efficiency.• Enhanced call center efficiency through meticulous schedule management.• Fostered agent development through constructive feedback and coaching.• Pioneered process improvements that uplifted operational standards. Show less

• Orchestrated call queue monitoring for 30 agents across all queues.• Identified performance data trends through adhoc reports.• Boosted productivity by 50% with a VB.net data entry program.• Enhanced agent monitoring efficiency by 30% with a VB.net queue alert tracker.• Pioneered innovative project management techniques that reduced waste and optimized resource allocation.

• Answer user inquiries regarding computer software or hardware operation to resolve problems.• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

• Manage total store level operations, including staff hiring, training, evaluation and work schedules.• Coordinate inventory control, receiving; merchandising (plan-o-grams) and store maintenance.

• Purchase and price all electronic games for the 30 store chain.• Determine if inventory quantities are sufficient for needs, ordering more materials when necessary.• Created and programmed our game inventory tracking system using Microsoft Excel and VBA.

• Design, build, and maintain web sites, using authoring or scripting languages, content creation tools, management tools, and digital media.• Perform or direct web site updates.• Evaluate code to ensure that it is valid, is properly structured, meets industry standards and is compatible with browsers, devices, or operating systems.• Develop databases that support web applications and web sites.

• Design, build, or maintain web sites, using authoring or scripting languages, content creation tools, management tools, and digital media.• Write, design, or edit web page content, or direct others producing content.• Evaluate code to ensure that it is valid, is properly structured, meets industry standards and is compatible with browsers, devices, or operating systems.• Test programs or databases, correct errors and make necessary modifications.• Modify existing databases and… Show more • Design, build, or maintain web sites, using authoring or scripting languages, content creation tools, management tools, and digital media.• Write, design, or edit web page content, or direct others producing content.• Evaluate code to ensure that it is valid, is properly structured, meets industry standards and is compatible with browsers, devices, or operating systems.• Test programs or databases, correct errors and make necessary modifications.• Modify existing databases and database management systems or direct programmers and analysts to make changes. Show less